Job Opportunities at Santam Insurance

OPPORTUNITY

Santam SOS department has a career opportunity available for a Non-Motor Contact Centre Agent who will be based in Auckland Park.

What Will You Do

The Contact Centre Agent will fulfil duties such as registration of claims, loading of Insurance and Value-Added Services claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums. This role will also include the following:

• Answering inbound calls and register claims telephonically, including emergencies and Value Added Services.
• Follow compliance regulations for registration of claims that are not on the system, by creating an Incident and advise client of the disclaimer
• Natis checks/PDP checks/premium validations and various query types

What Will Make You Successful In The Role

• Telephone Management
• Being professional and answering the phone promptly always
• Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
• Process STP (Straight Through Processing) claims
• Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
• Servicing our clients including: general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries and claims management, monitoring and reviewing your dash board daily to action tasks in a prompt and efficient manner and relationship building
• Ensuring performance standards are met against KPI’s and KPA’s
• Be flexible and available when needed
• Attending all training schedules as required

Qualifications And Experience

At least 3 years’ experience in Short Term Insurance essential preferably claims

• Matric essential
• Preferred candidate to be bilingual (English and Afrikaans)
• Excellent computer literacy – MS Office and Santam systems
• Strong client service orientation

Knowledge And Skills

• Insurance Process Knowledge
• Trauma handling skills
• Computer literacy
• Attention to detail and accuracy
• Problem solving skills
• Negotiation skills

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Job Description

The incumbent will be responsible for development, testing, maintaining and supporting software that meets business requirements on the Policy Administration System

Principle Accountabilities

• Adheres to defined software development lifecycles and best practice (including code standards, code reviews, source control, etc.)
• Configure and develop screens and applications that meet business requirements (UI’s, business logic, rules, process flow, etc.)
• Build integration / web services
• Create XML payloads for integration between systems
• Create test data and unit tests to ensure developed software works according to business requirement, design and specification
• Considers non-functional requirements during software development (eg. performance, load, response, etc.)
• Prepare and produce releases of software components
• Support and maintain developed applications and services

Generic Functions

• Contributes and collaborates with team members across the SDLC from business analysis, design, development and testing in Agile / self-managed team environment
• Identification of potential risks / issues and give input into risk plan
• Provide support to other members of the Development Team and members of the Project Management team as required

Quality Assurance

• Unit and functional testing of developed software to ensure it meets quality standards
• Participate in code reviews and technical issue resolution meetings

Qualifications And Experience

• Relevant Tertiary IT qualification and/or qualification through experience
• Minimum of 2 years’ IT development experience across the systems development lifecycle

Solid Experience In

• Java 8, J2EE
• XML
• Object oriented development
• Web application development
• Web services
• Experience or at least familiarity with SQL

Knowledge And Skills

• Knowledge of SOLID principles / Design Patterns and their use
• Working knowledge of the Atlassian Suite of products (e.g. Bamboo, JIRA, Confluence) would be advantageous
• Knowledge of Agile methods, e.g. Kanban, SCRUM
• Knowledge of Groovy advantageous
• Knowledge of the short term insurance industry is advantageous
• Working effectively as a team member sharing responsibility, providing support and maintaining communication
• Identifying, resolving or escalating risks, issues, dependencies, etc.
• Must be able to work in a highly pressurised and dynamic environment
• Investigation and analysis of information
• Able to accept accountability for actions and decisions

COMPETENCIES

• Client focus
• Cultivates Innovation
• Drives Results
• Collaborates
• Flexibility and adaptability
• Competent in problem solving and troubleshooting
• Prioritising objectives and planning
• IT Data Analysis
• Project Oversight
• Reporting and Administration
• Quality, Compliance and Accreditation
• Business Requirements Definition
• Technologies

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What will you do?

A position exists for a Communications Coordinator, based at our Head Office in Bellville. The role is broad, assisting the Communication Specialist (Internal Communication) in the effective communication of corporate communications/ messaging to Santam employees.

What will make you successful in this role?

• The successful candidate will assist the Communication Specialist (Internal Communication) in the main with writing, producing, editing and uploading content for the company’s internal publications these include:
• Company Broadcasts (e-mail)
• Intranet (SharePoint)
• Staff App (WordPress)
• Wallboards (TV screens)
• WhatsApp groups
• Office365 tools
• Digimag
• Ensure that messages are being delivered in a consistent and timely manner
• Checking business material/ proofreading for grammatical correctness, clarity and conformance with Santam writing style.
• Maintain and improve current communications channels
• Manage distribution lists on external communication platforms.
• Draw reports/ statistics on communication performance
• Manage SharePoint training for internal communication coordinators (community pages)
• Assist the event team with ad hoc event (mainly focused on HR/ brand/ corporate)
• Assist with ad hoc social media posts (mainly focused on including HR/ brand/ corporate)
• Support to the Communication and Events team with other admin activities: Setting up meetings, follow ups, general adm
• General administration of Communication and Events team budget

Qualification And ExperienceKnowledge And Skills

• 3-5 years’ experience in Corporate Communications
• Qualification and or background in Communication Studies/ Public Relations/ Journalism or related field.
• SharePoint and WordPress experience advantageous
• Experience working with digital/social media channels an advantage
• Good oral and written communication skills (English)
• Ability to edit, summarise and rewrite copy
• Strong research skills
• Ability to work under pressure
• Independent worker
• Ability to write concisely
• An interest in the financial services industry
• High work rate
• Deadline driven
• Detail orientated
• Adaptable
• Analytical
• Self-driven
• Results driven
• Lateral thinker i.e. can see the bigger picture/ alternatives

Core Competencies

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

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Job Description

• Become a trusted advisor to, and influence decision making of stakeholders by providing an advisory service, guidance and support on business process, digital and technology offerings and practices
• Facilitate collaboration between stakeholders by identifying and addressing conflict issues to ensure optimal solutions and supporting practices are implemented across stakeholder groups
• Stay informed and continuously improve understanding and knowledge of what the internal platforms offer as well as the future roadmap and opportunities for each, in order to provide advice to stakeholders as well as identify technical enablers that may be involved when a new initiative is conceptualized
• Maintain information to track and monitor progress across Direct business initiatives
• Regularly scan the market for latest developments in the insurance industry as well as similar direct players in other industries and advise on new business opportunities
• Collaborate and maintain relationships internally by communicating business demand and assist in the buy-in and usage of products and services to enhance efficiencies and improve delivery to stakeholders
• Identify opportunities to influence the improvement or enhancement of business processes and methodologies by researching and recommending improvement initiatives and effective ways to operate and add value to Santam
• Responsible for managing the business demand for a wide range of solutions and services to be prioritised and included in the Direct portfolio and roadmap and evolve the Direct business portfolio with the CPO/PO
• Be aware of the demand and priorities across the larger Santam portfolio and identify how interdependencies may impact the Direct demand list and priorities, or to identify where reuse of functionality may be beneficial to Direct
• Facilitate and remove business delivery impediments and continuously increase user satisfaction and client experience through driving adoption and utilisation of implemented solutions
• Be consulted for input on Direct strategy, priorities and roadmap, and be informed of, digital and other technology solutions and applications in the business units that may be beneficial to Direct
• Share knowledge, resources and practices with team and stakeholders during formal and informal interaction to enable up-skilling in the organization
• Obtain buy-in for developing new and/or enhanced solutions (e.g., operational processes) that will improve the functioning of stakeholder’s businesses by highlighting benefits in support of the implementation of recommendations and ensure that all tools and resources are in place to drive successful implementation and adoption by the business
• Actively drive the agile way of working, based on the Santam scaled agile framework e.g. involve correct role players in inception to support backlog creation
• Support the business units in their adoption of agile ways of working and maintain close relationships with the product owners in the business
• Actively participate and contribute to the the community of BCM’s in BITS
• Manage conflict from time to time between Direct vs Intermediated business priorities, and identify synergies and opportunities across
• Comply with company policies and procedures, standards, frameworks, and methodologies. Participate in the relevant forums as identified by, and use the tools selected to supporting the procedures, frameworks, and methodologies

Primary Responsibilities

The Santam Direct BCM will provide the following key services:

Portfolio Consulting

• Support portfolio alignment and prioritisation with strategy / business objectives
• Facilitate development of future initiative roadmap in support of the business strategy/objectives
• Facilitate concept designs across individual business units
• Support and assist in preparing business cases with product owners or other relevant stakeholders in the business units
• Initiate projects and assist contracting of appropriate resources
• Be involved and/or consulted in pre-inception and inception phases of projects to ensure business requirements are well understood by the development teams
• Support estimate formulation and securing of appropriate funding

Solution Delivery

• Work with platform BCM’s to ensure appropriateness and completeness of solutions (meeting business requirements)
• Ensure project/scope alignment with business case / business objectives
• Support appropriate governance (appropriate Steerco and relevant forums)
• Support change management and give input to approach and strategy to ensure adoption
• Build strong partnerships with business owners, product owners, project managers, other IT development managers
• Support and assist with BU Portfolio budget

Business Readiness & Benefits Realisation

• Support transition of project to operations/BAU and ensure business stakeholders are comfortable to sign-off and adopt the deliverables
• Provide support required to embed new and changed processes and solutions to become BAU
• Support benefits realisation & monitoring

Qualifications, Knowledge And Experience

• Bachelor’s Degree preferred with applicable major (Management Information Systems, Computer Science, Business Management, Project Management, Process Engineering, Statistics/Applied Math)
• 3+ years’ experience in a contact centre environment with an understanding of productivity and efficiency measures
• Strong Management and consulting or experience will be advantageous
• Consulting experience will be advantageous
• Experienced in dealing with external suppliers and offshore business partners will be advantageous
• Programming background as well as solid understanding of SDLC will be advantageous
• Experience in working with multiple projects and different stages of its life cycle simultaneously, as well as large multi-year projects with its budgets and estimations, in a corporate environment will be advantageous
• Solid experience in dealing with customers at various levels, including C-level

KNOWLEDGE

• Knowledge of Digital and technology solutions, operating model design and digital transformation concepts
• Strong project management skills
• Sound business acumen
• Understand the senior leaders’ agenda and provide trusted advice and suggestions to support the business strategy
• Working knowledge in portfolio/programme/project management methods and tools such as Agile.

Skills

• Outstanding influencing and negotiating skills. Ability to influence thinking at an executive and senior management level
• Excellent decision making & organising skills
• Persuasive with excellent oral & written communication skills: concise, impactful and appropriate with good track record
• Strategic thinker who can also work at detail level
• Ability to understand and interpret business strategy from definition into execution; (think holistically as well as at a detailed level)
• Strong analytical, interpretative, and problem-solving skills: creative analytical thinking, systems thinking, planning, challenging assumptions, turning concepts and big picture into detailed actions and targets and ability to look across the business to identify opportunities
• Behavioral characteristics: ethics, listening, trustworthiness, ability to execute, energetic, proactive, and positive thinking
• Interaction skills: facilitation, mentoring, leadership and influencing, negotiation, teamwork, and building relationships
• Be comfortable engaging with senior stakeholders and executives.
• Produce creative solutions to business problems
• Performs under pressure
• Self-motivator
• Challenge current assumptions and beliefs
• Communicate complex concepts in an easy-to-understand manner
• Strong conflict handling skills
• Organized and methodical

COMPETENCIES

• Collaborative
• Client focused
• Results oriented
• Flexible and adaptable
• Cultivates innovation
• Decisive and initiate action
• Leadership
• Human Capital Development
• Build networks and good relationships
• Enterprising and thinks commercially

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What will you do?

Work in this job family is focused on delivering measurable business results/outputs through direction and control of financial, material and human resources. Performance measures are clear, visible and direct and roles are typically primarily accountable for operations or revenue generating activities.

What will make you successful in this role?

• Translates and communicates implications of corporate vision for own area
• Creates a purpose or vision for their part of the organization that supports larger organizational goals and provides unique insight on this part of the organization
• Develops annual operating plan and secures resources necessary to achieve identified objectives consistent with appropriate consideration of medium term requirements
• Scans the external environment in order to identify and take advantage of immediate business opportunities to improve results within defined area of responsibility
• Determines systems and procedures to ensure optimal use of resources
• Identifies people and organizational requirements to enable achievement of short to medium term business plan results
• Determines priorities for resource allocation and deployment to optimize the productivity of internal resources in delivering results
• Establishes performance expectations and resource allocations consistent with desired results
• Ensures the right resources are in place with appropriate support to achieve medium term business results
• Monitors results and reallocates or reorganizes resources to improve performance
• Directs, controls, and optimizes resources to meet established objectives and deliver agreed results
• Identifies and drives changes which will improve effectiveness and efficiency – doing a range of things better
• Ensures the right people are in place with the appropriate support to accomplish annual operating plan
• Creates a positive organizational climate to energize direct reports in order to minimize turnover, absenteeism, labour disputes, and other work disruption and maximize productivity of employees
• Provides periodic reports on performance against plan and progress on key results. Adjusts plan and resource allocation in line with changed priorities
• Represents/reports customer viewpoint upward to the larger organization

Qualifcation And Experience

• B. Comm/similar or relevant insurance-related degree/diploma (advantageous)
• AIISA or FIISA or similar qualification (advantageous)
• Broad financial services/ insurance background
• 10 years of Marine Insurance experience
• People management experience
• Experience in managing underwriting performance, growth and sustainability.
• Experience in operating at a Management level in the short-term insurance industry
• Experience in conducting high-level (client) negotiations
• Strong sales and business skills

Knowledge And Skills

• Ability to conduct research into regulatory compliance issues.
• Ability to draft reports and deliver on regulatory compliance reviews.
• Advanced knowledge of the legislation affecting the financial services industry, in particular the insurance industry.
• Good written and verbal communication skills.
• Productivity and motivation/morale of workforce
• Development of critical skills and capabilities

Knowledge And Skills

• Technical advice and support
• Assist with production target achievement
• Compliance
• Partnership and network building
• Personal Attributes
• Business insight - Contributing independently
• Communicates effectively - Contributing independently

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What will you do?

Santam Marine has available position for a Service Consultant who will be based in Durban office.

What will make you successful in this role?

• Prepare basic reports and statistics based on risk analysis.
• Communicate with internal stakeholders to provide information, feedback and follow through on queries and/ or instructions
• Address unusual and non-standard customer issues including underwriting and commercial related queries.
• Receive requests for and generation of quotations
• Task related decision making within set policies and procedures
• Research to assist in addressing non-standard underwriting issues
• Update RM reports
• Create client profiles for identified risks
• Building strong customer relationships and delivering customer-centric solutions.

Qualification And Experience

• Matric or equivalent qualification
• FAIS accreditation required
• RE 5
• Commercial Lines, particular to Marine Insurance

Knowledge And Skills

• Familiar with Excel, Word, Intranet, Kit
• Knowledge of Marine products