Team Manager: QA Non Motor Claims

CAREER OPPORTUNITY

Santam Claims Services – Quality & Knowledge Management department has a position available for a Team Manager: QA Non-Motor (Claims) who will be based in Pretoria.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

The ideal candidate will have a proven track record in managing Non-Motor claims processes, improving quality standards, and driving cost efficiencies. They should demonstrate strong leadership capabilities, technical expertise, and the ability to collaborate with internal and external stakeholders. A strategic mindset, coupled with a focus on continuous improvement, is essential for success in this role.

Key responsibilities include:

•    Managing a cost centre budget of R3.7M.
•    Identifying and addressing lost economic opportunities (LEO) ranging between R2M–R20M annually.
•    Promoting clarity on Non-Motor quality standards between Santam and external bodies.
•    Conducting technical due diligence for onboarding new suppliers and ensuring compliance.
•    Providing independent assurance and advisory services to enhance Non-Motor operational governance, quality, and service standards.
•    Leading Non-Motor Quality Assessments (QA) evaluations through methodologies such as Operational Claims Evaluation (OCE), Technical Quality Evaluation (TQE), Work in Progress (WIP), and Closed File Review (CFR).
•    Reporting on QA evaluations, identifying deviations and recommending risk mitigation strategies.
•    Coordinating technical training programs and ensuring alignment with policy requirements.
•    Monitoring and improving the performance of the Non-Motor claims team.
•    Collaborating with internal and external stakeholders, including forensics, procurement, and legal teams.
•    Keeping abreast of legislative changes and industry trends to advise claims management.
•    Driving the reduction of claims leakage and optimizing the cost of claims.

QUALIFICATIONS AND EXPERIENCE

Essential Qualifications:
•    B.Sc / B.Tech in Civil Engineering, Construction Management, or Quantity Surveying.
•    National Senior Certificate with relevant experience.
•    Insurance-related qualifications.
•    QA-related qualification (e.g., Total Quality Management - TQM).
•    Lean Sigma certification (Advantageous).
•    Leadership and management qualifications (Advantageous).
Experience:
•    Minimum of 5 years experience in Engineering, Quantity Surveying, or Building and Construction environments, OR
•    Minimum of 10 years experience as a Senior Non-Motor Assessor with exceptional analytical and interpersonal skills.

SKILLS AND KNOWLEDGE

Technical Skills:
•    Proficient in design and document evaluation methodologies.
•    Strong knowledge of claims policies, governance, and quality standards.
•    Ability to interpret and relay engineers’ or geo-technical reports on structural damage or failure.
•    Expertise in analyzing Bill of Quantities, project scopes, and tenders.
•    High-level understanding of Non-Motor industry regulations and compliance.
Soft Skills:
•    Strong relationship-building and interpersonal skills.
•    Excellent communication and negotiation skills.
•    Assertiveness and attention to detail.
•    Ability to lead and manage teams effectively.
•    Strategic thinking and execution.
•    Analytical and problem-solving skills.

COMPETENCIES

•    Drives results and demonstrates resilience.
•    Innovative and able to work with diverse teams.
•    Empathetic leadership and strong interpersonal skills.
•    Systems thinking and holistic approach to analysis.
•    Ability to identify external risks impacting claims or costs.

ABOUT THE COMPANY

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. 

Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. 

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.