Jobs at Santam Insurance

What will you do

• Develop and Execute the Policy Maintenance and Service Delivery Strategies for POM Business in line with the overall PLCC Contact Centre Strategy, to assist the business in attaining its growth and profit targets for Personal Insurance.

What will make you successful in the role

• Formulating and implementing strategies for POM Personal Business in line with the overall contact centre operations strategy, across Voice and Email channels (Johannesburg)
• Ensuring daily service and quality levels are maintained. This includes inter alia the BAU activities of performance management, individual and team productivity, quality assurance, rework, and queue and violations management.
• Leading and managing the Bulk Book and Retention teams including all associated activities
• Collaborating closely with the PLCC Manco leaders/team to ensure service levels and operational efficiencies are achieved for the PLCC.
• Collaborating closely with all stakeholders in Broker Services to ensure needs and requirements are met, and the strategies to grow the Business are fully supported.
• Actively managing the relationship with Brokers/Intermediaries on an ongoing basis to ensure gaps in service delivery are observed and corrected.  This includes being available for brokers on matters which are escalated to management.
• Doing policy maintenance for intermediaries across South Africa, thus a contact centre with a national footprint.
• Amending existing business for different profile intermediaries, including small to medium and large brokerages, also allowing for an urban and rural context.  
• Delivering quotes on existing policies across the personal product range that consist of multiple products/sections.  
• Adhering to a set of SOPs (high complexity) which is the framework within which the policy maintenance activities are delivered.
• Engaging with a range of stakeholders both internally (regional managers/relationship managers/senior management) and externally (Intermediaries//Advisors)

Relationships to be managed by the role

• Subordinates - Following a leadership approach to ensure a motivated and engaged workforce, with a focus on creating effective teams.
• Internal stakeholders
• Networking, consulting, joint projects, collaboration with:
• Broker Services
• Heads
• Regional Managers 
• Technical Managers
• Relationship Managers
• COE
• HO Underwriting
• IT
• HR
• Legal
• Sanlam specialist areas, example WFM
• External stakeholders
• Engaging with, providing service for:
• Intermediaries
• Admin Houses
• Personal clients
• Other external parties, example TransUnion

Qualifications and Experience

• B. Comm degree or equivalent relevant tertiary education(Preferable).
• Insurance related diploma: AIISA or FIISA or similar will be advantageous.
• Qualification such as Risk Management will be advantageous.
• 5 to 10 years of people and operational management experience across various financial industry types e.g.  Insurance (Life and Short Term), Banking, Investment Management. Pension Funds 
• 3-5 years contact center operational management experience.
• Full understanding of IT environment, practices, and methodologies (including Agile), and system stability/incident management processes
• Good understanding and working knowledge of workflow design and systems. 
• Knowledge of personal lines products in the short-term industry
• Financial management proficiency with a strong emphasis on budgeting and variance reporting
• Experience and proven track record leading cross functional teams.
• Proven track record in the ability to recruit and develop high performing staff and team leaders.
• Experience in running a multi shift or 24/7 contact center will be advantageous.
• Track record in the implementation of variable pay and pay for performance models will be advantageous. 

Knowledge and Skill

• Strong management skills, including performance management.
• Good communication skills (verbal and written) at all levels.
• Excellent interpersonal skills
• Strong technical and analytical capability
• Negotiating skills and ability to influence others.
• Strong project management skills with a proven ability to manage multiple projects simultaneously.
• Ability to set business goals and plans and make business decisions.
• Leadership ability to create vision and motivate and energise staff.
• Ability to maintain good relationships with brokers, and handling broker complaints effectively.
• Entrepreneurial with good business acumen
• Personal Insurance/ Contact Centre Subject Knowledge Expertise

Personal Attributes

• Drives results.
• Deciding and initiating action
• Leading and supervising
• Collaborates
• Client focus
• Flexibility and adaptability
• Cultivates innovation.
• Strategic decision making
• Analytical thinking
• Influencing/ gaining commitment
• Business acumen
• Coaching and development

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CAREER OPPORTUNITY

• To plan, deliver and evaluate Technical and Operational training to target audience (Classroom, Practical or on the job training). The main focus of this role is to upskill Motor Assessors in various factors supporting all South Africa regions and Namibia.

KEY RESPONSIBILITIES

• Provide ongoing Technical and Operational training (technical, claims procedure for existing staff and new appointments) as required.
• Ensure compliance to policies and procedures for training processes.
• Provide on the job training/coaching where required.
• Plan, deliver and evaluate training & development solutions to meet individual and business requirements.
• Implement, deliver, and monitor the training and development plan so that agreed annual training plan objectives are met.
• Monitor and evaluate training provision, against agreed standards and defined business measures, to ensure optimum use of training effort and resources.
• Contribute to the development of the Centre’s training plan and support the identification of training needs and success measures, to ensure optimum use of training effort and resources.
• Keep up to date with internal / external training and development initiatives.
• Develop new training material as per the need from operations.
• Point of Entry to address training and development needs per region.
• Perform as consultant with identified role players internal and external (External subject matter expert, Assessors Manager, Team Managers, CRM’s, Personal and Commercial Lines) per region.
• Establish an effective working relationship between first line Operational Management &Training.
• Support function to Primary allocated Claims Specialist as subject matter expert.
• Provide and communicate claims related information to operations regarding issues that have an impact on the settlement of claims.
• Technical evaluations for new Motor Assessor appointments.

QUALIFICATIONS AND EXPERIENCE

• Minimum requirement: N3 / Matric
• Qualified Motor Body Repairer, Mechanic, or 7 years Panel beating experience
• VDQ would be advantageous
• Driver’s License
• Computer Literate (Word, Excel, Power Point and Santam online)
• 5 years previous experience in adjustment services (Motor Assessor)
• Short Term Insurance Policy Knowledge
• Investigative/ Analytical Experience

SKILLS

• Excellent communication skills
• Stakeholder engagement
• Knowledge of repair process on vehicles
• Presentation skills

COMPETENCIES

• Innovative
• Analytical Thinking
• Information Seeking
• Directiveness
• Flexibility
• Initiative

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JOB DESCRIPTION

• The purpose of this position is to determine the quantum and merit of segmented non motor claims by performing investigations, verifying the description of the event with the loss, negotiation (with client, intermediary, service providers) and settlement of claims within a delegated threshold and according to contract conditions.

KEY RESPONSIBILITIES

• Accountable for all claim interactions directly with the client/broker. 
• Determine merits, quantum, item identification, buying.
• Negotiating and settling of claims with the insured/broker. 
• Responsible for communicating with the client/broker from beginning to end and is the one contact person for the client/broker
• Ensures that the claim is handled efficiently.
• Effectively manages all relevant claims tasks and claims handling process to achieve timely settlement and to minimise leakage
• Identifies, investigates and resolves any issues relating to claims being handled in line with Santam policies and procedures such as Service Level Agreements, Standard Operating Procedures. 
• Ensures that the claim is handled efficiently and identify and advise the intermediary/policyholder of the prescribed or most appropriate mechanism for resolving claims settlement disputes.
• Communicate the process from the start of the claim and act as contact person if the client needs more information. 

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• Must have an insurance qualification. 
• 4-5 years’ experience in short term claims environment with focus in commercial and personal 
• Experience in house contents accidental loss/damage claims 
• Experience with all house contents and lightning claims 
• Experience with personal all risk claims 
• Experience with buildings combined bursting & overflowing claims
• Previous geyser claims handling experience
• Personal & Commercial policy experience
• Experience with regards to assessment of Non-Motor claims

SKILLS

• Computer Literate (MS Office Package)
• Excellent communication skills (verbal & written) 
• Ability to work under pressure 
• Negotiating skills

COMPETENCIES

• Client Service Orientation
• Analytical Thinking 
• Information Seeking 
• Drive for Results 
• Organisational commitment 
• Teamwork and Co-operation 

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What will you do?

• A position as a Senior Auditor exists within Group Internal Audit: Santam Corporate Services, based in the Cape Town office.

• To conduct various types of assurance and consulting reviews with the primary focus on IT, Information Security and Cyber Security audits across the Santam Group (Santam Ltd, subsidiaries, brokers, portfolio managers, underwriting agencies and partners). This will be done in accordance with the annual audit plan approved by Santam’s Audit Committee and conducted in terms of International Standards for the Professional Practice of Internal Audit. The role requires someone with strong IT skills as well as the ability to engage the information and cyber security landscape and be comfortable interacting with IT security personnel. The role also requires a person who can apply our risk-based methodology, as well as lead and manage multiple audit assignments and work independently. 

What will make you successful in this role?

• To conduct risk-based technology focussed (IT) audit assignments ultimately to contribute to delivering on the internal audit plan approved by Santam’s Group Audit Committee. This could include general computer control reviews, information & cyber security reviews, reviews of IT controls within the various business processes (Application Controls) as well as pre and post-implementation reviews with a focus on information security.
• Assignment work entails assignment planning, execution, reporting and audit follow up work (where applicable) including the following activities:
• Performing risk and control assessments;
• Developing, executing and in some cases, reviewing audit procedures;
• Preparing audit findings and unpacking root causes with management;
• Compiling an audit report and workshopping practical action plans with various levels of management which will support the achievement of the Santam Group’s and our business partners strategic and financial objectives;
• Ensuring that audit work is documented on GIA’s audit software tool and adheres to the required quality standards; and
• Ensuring that audit work is completed within time and cost budgets.
• Assist in reporting to various audit, risk & related committees.
• Provide input into annual audit planning.
• Follow up on audit issues raised and provide input into the reports to the audit committee and other relevant governance structures.
• Maintain quality standards in terms of the audit methodology, approach and documentation.
• Supporting and mentoring junior / trainee auditors.
• Client relationship management with internal Santam stakeholders as well as external stakeholders, with a focus on Information Security functions.
• Championing Internal Audit’s role in the organisation by serving as GIA’s representative at relevant, key Santam forums.
• National travelling to Santam offices and partners may be required.

Qualification and Experience

• A relevant qualification (Diploma, Bachelors or Honours degree) in science, commerce, engineering, technology, information systems, informatics or similar. 
• More than 4 years’ experience in an audit/ consulting/ risk management/ governance or similar operations function and demonstrable exposure as per the job description.
• Experienced in performing IT general, information security and cyber security audits, including operating system and database security assessments/ reviews across a range of environments.
• Database and Operating systems security interrogation experience would be advantageous.
• An advanced understanding of internal audit disciplines, methodologies and practices.
• Experience in the insurance industry is preferred.
• Progress towards or completed CISA, CISM, CISSP or similar.
• Good understanding of relevant security and control frameworks such as COBIT, ITIL, COSO, OWASP, CIS & similar frameworks.
• Experience with industry leading audit software packages would be advantageous.

Skills

• Very strong numerical, analytical and conceptual skills 
• Analytical ability and logical reasoning
• Understanding of key controls and risk management principles
• Strong time management
• Excellent interpersonal, communication and networking skills
• Relationship management (Strong client service orientation)
• Facilitation skills and ability to influence individuals, groups and teams
• Strong verbal and written communication skills
• Conflict management and negotiation skills
• Ability to work effectively in a team as well as by yourself

Core Competencies

• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others

go to method of application »

What will you do?

• A position as a Senior Auditor exists within Group Internal Audit: Santam Corporate Services, based in the Cape Town office.

• To conduct various types of assurance and consulting reviews with the primary focus on IT, Information Security and Cyber Security audits across the Santam Group (Santam Ltd, subsidiaries, brokers, portfolio managers, underwriting agencies and partners). This will be done in accordance with the annual audit plan approved by Santam’s Audit Committee and conducted in terms of International Standards for the Professional Practice of Internal Audit. The role requires someone with strong IT skills as well as the ability to engage the information and cyber security landscape and be comfortable interacting with IT security personnel. The role also requires a person who can apply our risk-based methodology, as well as lead and manage multiple audit assignments and work independently. 

What will make you successful in this role?

• To conduct risk-based technology focussed (IT) audit assignments ultimately to contribute to delivering on the internal audit plan approved by Santam’s Group Audit Committee. This could include general computer control reviews, information & cyber security reviews, reviews of IT controls within the various business processes (Application Controls) as well as pre and post-implementation reviews with a focus on information security.
• Assignment work entails assignment planning, execution, reporting and audit follow up work (where applicable) including the following activities:
• Performing risk and control assessments;
• Developing, executing and in some cases, reviewing audit procedures;
• Preparing audit findings and unpacking root causes with management;
• Compiling an audit report and workshopping practical action plans with various levels of management which will support the achievement of the Santam Group’s and our business partners strategic and financial objectives;
• Ensuring that audit work is documented on GIA’s audit software tool and adheres to the required quality standards; and
• Ensuring that audit work is completed within time and cost budgets.
• Assist in reporting to various audit, risk & related committees.
• Provide input into annual audit planning.
• Follow up on audit issues raised and provide input into the reports to the audit committee and other relevant governance structures.
• Maintain quality standards in terms of the audit methodology, approach and documentation.
• Supporting and mentoring junior / trainee auditors.
• Client relationship management with internal Santam stakeholders as well as external stakeholders, with a focus on Information Security functions.
• Championing Internal Audit’s role in the organisation by serving as GIA’s representative at relevant, key Santam forums.
• National travelling to Santam offices and partners may be required.

Qualification and Experience

• A relevant qualification (Diploma, Bachelors or Honours degree) in science, commerce, engineering, technology, information systems, informatics or similar. 
• More than 4 years’ experience in an audit/ consulting/ risk management/ governance or similar operations function and demonstrable exposure as per the job description.
• Experienced in performing IT general, information security and cyber security audits, including operating system and database security assessments/ reviews across a range of environments.
• Database and Operating systems security interrogation experience would be advantageous.
• An advanced understanding of internal audit disciplines, methodologies and practices.
• Experience in the insurance industry is preferred.
• Progress towards or completed CISA, CISM, CISSP or similar.
• Good understanding of relevant security and control frameworks such as COBIT, ITIL, COSO, OWASP, CIS & similar frameworks.
• Experience with industry leading audit software packages would be advantageous.

Skills

• Very strong numerical, analytical and conceptual skills 
• Analytical ability and logical reasoning
• Understanding of key controls and risk management principles
• Strong time management
• Excellent interpersonal, communication and networking skills
• Relationship management (Strong client service orientation)
• Facilitation skills and ability to influence individuals, groups and teams
• Strong verbal and written communication skills
• Conflict management and negotiation skills
• Ability to work effectively in a team as well as by yourself

Core Competencies

• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others

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What will you do?

• Santam Marketing has a position available for an Assistant Marketing Manager who will be based at their Head Office in Tygervalley, Bellville.
• The person will be responsible for assisting in developing and activating marketing plans in support of marketing strategies for the personal and commercial segments to strengthen the Santam brand and maximize profitable revenue growth. The person needs to have a thorough understanding of the financial industry, with previous marketing 3-5 years marketing experience.

What will make you successful in this role?

• Provide support to Commercial and Personal Lines Marketing Manager in developing and executing marketing strategies and plans.
• Conduct environmental scanning to inform marketing strategies and plans. 
• Assist in translating marketing strategies into practical marketing plans and execute these in the identified target segments.
• Assist brand and marketing managers by coordinating both internal and external elements of campaign development and production. 
• Liaise with other business units to ensure that initiatives are coordinated and to create a shared focus. 
• Liaise with outsourced suppliers and manage integration across suppliers and communication channels.
• Monitor and track marketing activity.
• Closely monitor and track budgets and expense reports.

Qualification and Experience

• Bachelor’s degree in Marketing or equivalent
• Fluent in English and Afrikaans
• At least 3 - 5 years related marketing experience in the financial services and preferably the insurance industry. 
• Proven experience in the advertising and media industry and related processes
• Proven experience in the development of marketing plans and the successful development and execution thereof 
• Practical experience in running integrated, through-the-line campaigns across traditional and digital media channels
• Excellent communication, project management and problem-solving skills
• Good at building partnerships and solid relationships
• Innovative, creative and deadline driven
• FAIS qualification would be beneficial (e.g. NQF level 4 or 7 credits; RE or KI)
• May be required to travel throughout South Africa

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently