Current Roles at Santam Insurance

OPPORTUNITY

Santam Specialist Claims Services has a position available for the Broker Liaison Officer who will be based in Cape Town, Tygervalley Head Office.

What Will You Do

The position requires the skills of a dynamic, service-orientated individual who has experience in Short Term Insurance, specifically in a Legal, Claims environment. The Broker Liaison Officer will be responsible for assisting in the formation and execution of the Client Experience strategy for Specialist Claims Services and collaborating with Broker Liaison Officers from other Regions to ensure alignment with the Division strategy.

The Broker Liaison Officer will work with the Cape Town Legal Branch Management Team to address service needs of stakeholders (such as, Broker Services South, Intermediaries, Third Parties and Santam staff). They will also act as query or complaint resolution and feedback owner and will prepare and provide stakeholder feedback on recoveries and indemnities statistics, service, and processes virtually and in person therefore the ability to travel is essential.

What Will Make You Successful In The Role

• Monitor complaints/queries and compliments within the Cape Town Legal Branch;
• Provide continuous feedback to various stakeholders on service trends;
• Conduct Broker visits, virtually or in person, to communicate existing and new processes/enhancements in the Legal branches to stakeholders;
• Develop and implement various service strategies to promote and continuously improve client experience in the Cape Town Legal Branch;
• Prepare and provide statistical feedback to Stakeholders on request.
• Promote Specialist Claims Services through the various broker touch points within Santam;
• Understand broker segmentation and broker needs for continuous improvement.

Qualifications And Experience

• Matric;
• 5-10 years short term insurance experience;
• Commerce/Legal degree or additional short term insurance-related qualifications will be an advantage;
• Own transport essential

KNOWLEDGE

• Comprehensive short term procedural and practice knowledge (especially related to Motor Vehicle Accidents);
• Comprehensive policy knowledge;
• Knowledge of applicable legislation and principles in law (e.g. law of apportionment of damages);
• Technical knowledge of the Internal Santam processes;
• Excellent Microsoft Office skills with specific focus on Microsoft Excel and PowerPoint skills.

COMPETENCIES

• Communication Management
• Training & Development
• Problem Solving
• Behavioural and Situational Analysis
• Insurance Process Knowledge
• Management abilities (Leading, motivating, planning & organizing)
• Quality Management
• Conflict Management
• Project Administration and Management
• Excellent Interpersonal skills

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CAREER OPPORTUNITY

Santam BITS has a career opportunity for a senior Business Analyst in the Digital environment who will be based in the Western Cape or Gauteng.

Key Responsibilities

• Consult with business to identify business problems and opportunities
• Conceptualization, proposal of solution and business case development
• Analyse and decompose relevant business processes and understand the impact on business and end users
• Ensure strategic and project objectives are met by validating that requirements and solutions will deliver on those agreed objectives
• Elicit, analyse, document and maintain business requirements and functional specifications for more than one project at a time which may be at different stages of the life cycle
• Administration, planning and organizing of work to ensure successful and on time delivery
• Participate in quality assurance, user acceptance testing as well as demo’s and training of new solutions
• Provide support and collaborate with project management, change management, training, design, development and testing competencies
• Comply with company policies and procedures, standards and methodologies
• Stay current on industry practices and trends in the short term insurance and digital environments and contribute innovative ideas for the use of technology and improvement of processes
• Assist with compilation of monthly statistics and reporting

Qualifications And Experience

• Degree related to commerce, analysis or information systems e.g. B. Comm, B.Sc., B Tech or B.Eng
• Relevant Tertiary qualification or certificate/diploma in Business analysis from an industry recognized training institution e.g. CBAP
• Minimum 3 – 5 years’ experience as Business Analyst

Experience with

• Writing project concepts and proposals, building business models and roadmaps, writing business requirements and user stories
• Cost estimation, budget management, target setting, building business cases, defining benefits
• Requirements elicitation, workshop facilitation, conducting demo’s and communication with stakeholders both internal and external, in business or technical terms, and at different levels of the organization
• Building presentations, creating visual representation of requirements, architecture or designs, creating wireframes and prototypes, provide input to and working with solution architecture
• Working with systems development life-cycle (SDLC), and agile methodology (incl scrum) in large complex projects incl. experience with agile scrum, scrum master role, sprint planning, managing product backlogs, writing user stories, running inception phases, agile reporting, etc.
• Liaising and collaborating with project resources e.g. project managers, developers, other business analysts, test analysts and change managers at different levels of the organization and across multiple teams
• Understanding test methodology and providing support and input to test strategy, test plans, test cases and scenarios, user acceptance testing, setting up test data and test environments, review test results

Experience in the following areas will be advantageous

• Data analysis, defining data and analytics requirements and report writing
• Customer journey mapping, user impact analysis or use of process modeling methodologies and tools
• Managing projects, project management techniques and methodologies
• Short term insurance or financial services industry
• Digital environment
• Defining standards, principles and new ways-of-working

COMPETENCIES

• Delivering results and meeting customer expectations
• Relating and networking
• Analysing business problems, opportunities, large data sets
• Applying expertise and technology
• Achieving personal work goals and objectives

Additional Competencies And Skills

• Strong analytical and problem-solving ability
• Strong customer service orientation and collaborative interpersonal style
• Ability to work at the conceptual as well as detailed level and paying attention to detail
• Business acumen with thorough knowledge and understanding of business, process and technology environments
• Effective communication skills both written and verbal, in business and technical terms, appropriately designed for the target audience
• Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
• High confidence, self-driven, motivated individual who can remain calm and focused under pressure and who is passionate about technology
• Ability to effectively deal with conflict situations and complexity whilst remaining organized and adaptable in a complex, fast-paced and dynamic environment
• Strong leadership, negotiation and influencing skills
• Ability to plan, organize and manage own workload and timelines aligned to project plans
• Team player with ability to work independently as well as collaboratively
• Ability to take ownership, lead and initiate action, facilitate decision-making, define next steps and drive actions to completion