Operations Manager: Non-Motor Desktop

Santam Non-Motor Claims has a position available for Operations Manager: Non-Motor Desktop. The position reports to the National Claims Manager: Desktop and the successful candidate will be based at Hill on Empire, Parktown.

WHAT WILL YOU DO?

This position is responsible for providing strategic and operational direction to optimize and manage the end-to-end non-motor desktop claims value chain within the Santam Commercial and Personal Non-Motor Claims division. The successful incumbent will also be accountable for achieving superior claims outcomes through effective workforce management, claims quality, service delivery, and the use of technology and data analytics.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Establishing a clear operational vision aligned with company values and customer expectations.
• Setting challenging yet achievable departmental objectives; clearly communicate objectives and performance expectations, monitor results, and intervene when necessary.
• Creating direction and communicate a business case for change by focusing on and addressing key priorities.
• Consistently serving as a role model across a spectrum of leadership qualities including: Agile and adaptable, Delivers outcomes, Builds strong partnerships, Strives for excellence, and acts as a team player.
• Managing day-to-day department operations to ensure adequate resources and technical skills exist to investigate and adjudicate claims in accordance with company claim quality and service expectations.
• Participating in strategic business planning for claims operations; prepares, recommends, and manages the department’s annual budget to ensure appropriate resource allocation.
• Developing and engaging claims employees to ensure an optimal work environment focused on continuous improvement.
• Preparing and distributing management reports analyzing and documenting department operations and performance; identifying and reporting on claims trends.
• Reviewing and approving claims within assigned authority limits and appropriately referring expenses and settlements that exceed authority limits for approval.
• Monitoring and evaluating claims reserve practices within the department.
• Implementing effective processes to minimize risk to the company.
• Ensuring compliance with company policies in processing transactions performed at the Non-Motor Desktop.
• Meeting prescribed client experience and satisfaction scores.
• Maintaining and developing the national footprint of the Non-Motor Desktop.
• Focusing on optimizing client centricity within the department.
• Managing the department’s finances and identifying cost-saving opportunities.
• Coordinating the day-to-day operations of the Non-Motor Desktop department.
• Organizing, communicating, and interacting effectively with people at all levels.

QUALIFICATIONS AND EXPERIENCE

• Matric Grade 12
• Relevant Bachelor’s degree or equivalent
• Minimum 7+ years’ experience in the short-term insurance industry, with some experience in a management capacity.
• At least 5 years of experience in a management role.
• Extensive experience with intermediary and service provider relationships.

KNOWLEDGE AND SKILLS

• Advanced knowledge of property insurance, claims investigation, and relevant regulations.
• Negotiation and conflict resolution skills.
• Demonstrated ability to build and maintain strong partnerships.
• Analytical and critical thinking skills.
• Ability to lead, inspire, and motivate a team.
• Skills in planning, organizing, communication, financial acumen, and agility.

PERSONAL ATTRIBUTES

• Driving Strategy
• Commercial Orientation
• Client Focus
• Decision Making
• Talent-Focused Leadership
• Talent Enablement

ABOUT THE COMPANY

Santam is the market leader in the general insurance industry in Southern Africa, committed to transformation and embracing diversity.