Claims Manager: Litigation and Outsourced Recoveries (JG7) at Santam Insurance

JOB DESCRIPTION

• The successful incumbent will be responsible for a team that deals with litigated recoveries and liability claims arising primarily from motor vehicle accidents as well as outsourced recovery matters. This role will include managing, supporting, and developing the team to ensure superior service delivery and quality of work. 
• In addition, the incumbent will oversee the financial performance of the team, attorneys, and debt collectors. This individual will be required to establish and maintain quality standards that drive client delight, cost efficiency, high financial performance, process compliance and deliver first time right service excellence. 

The following accountabilities are applicable:

• Manage and report on team performance.
• Apply basic statistical analysis to track performance variations.
• Manage human capital and development of staff.
• Set goals for the team and manage team capacity.
• Ensure compliance to contracted service levels and optimised processes.
• Mandate to handle claims, by exception.
• Participate in ad-hoc projects and improvements.
• Ensure adherence to various policies, legislative requirements.
• Manage internal and external relationships.
• Lead and motivate team.
• Continually review and measure team activities against targets, standards and service levels, agreeing and taking actions to improve capability and performance so that the team achieves its maximum potential;
• Resolve operational performance variations;
• Escalate irresolvable problems to higher levels.

QUALIFICATIONS AND EXPERIENCE

• Matric/Grade 12.
• Relevant Law Degree.
• Admitted Attorney (advantageous) 
• Minimum 5-10 years short-term insurance experience.
• Proven track record of successful people leadership and process improvement. 

KNOWLEDGE AND SKILLS

• Knowledge and practical experience in Civil Litigation 
• Insurance process and product knowledge
• Analytical and problem-solving
• Delivery/results orientation
• Conflict Resolution
• Business Acumen
• Capacity management and planning
• Time Management     
• Negotiation
• Planning and execution
• Communication

COMPETENCIES

• Driving strategy
• Client focus
• Enabling innovation
• Change leadership
• Talent enablement
• Working with people
• Leading & supervising
• Coaching & development
• Performing under pressure
• Planning & organizing
• Problem solving
• Negotiating and getting agreement