Open Positions at Santam Insurance

What will make you successful in this role?

• Perform objective audit reviews within the underwriting processes at Santam Ltd, its subsidiaries, portfolio managers and underwriting agencies;
• Assist with audit planning in terms of assignment objectives and scope of work; 
• Responsible for audit execution; reporting in an effective and timely manner and follow-up processes; 
• Advise on practical recommendations;
• Follow up on audit issues raised and provide input into the reports to the Santam Audit Committee and other governance structures as required; 
• Maintain quality standards in terms of the audit methodology, approach and documentation of work performed; and
• Building relations with partners and various key stakeholders.

Qualification and Experience

• Bachelor’s Degree / Advanced Certificate in Short Term Insurance would be advantageous;
• 5 to 7 years short term insurance knowledge, specifically in corporate and commercial insurance;
• Working knowledge and understanding of treaty, facultative reinsurance processes and reinsurance accounting would be advantageous;
• Understanding of an outsourced business model; and
• Experience in performing underwriting and reinsurance reviews would be advantageous.

Knowledge and Skills

• Knowledge of personal lines, commercial products, assets all risk policies and other business processes including reinsurance;
• Working knowledge of legislation, regulations applicable to the financial industry (FAIS, Insurance Act, TCF, POPi) and supporting regulations i.e.: Prudential Authority knowledge of the Governance and Financial Standards of Insurers(GOI and FSI)
• General knowledge of various insurance software applications and knowledge of Microsoft Office (Excel, Word, PowerPoint and DrawIo) at intermediate or advanced;
• Facilitation skills and ability to influence individuals, groups and teams;
• Strong verbal and written communication skills;
• Stakeholder management skills;
• Influencing and negotiation skills;
• Excellent interpersonal, communication and networking skills across all levels;
• Strong integrity and dealing with confidentiality; 
• Report writing skills; 
• Professionalism, excellent judgement, use of discretion and problem-solving abilities; 
• Ability to work and make decisions independently; and 
• Influencing/ Gaining Commitment. 

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WHAT WILL YOU DO?

• The Santam Direct Call Centre has positions available for Sales Advisor who will be based in Johannesburg The successful candidates will offer world class products and services to clients, whilst achieving sales targets in an outbound call Centre environment.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Consistently meeting sales targets.
• Adherence to Quality Assurance processes (Compliance with all relevant internal and external rules e.g. TCF, CPA and internal Sales processes).
• Offering outstanding customer experience.
• Strict adherence to workforce scheduling.
• Be available to work shifts as well as overtime.

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• Sales Experience
• Call Centre Experience

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WHAT WILL YOU DO?

CRM PRINCIPAL ACCOUNTABILITIES

• Management and control of Motor Body Repairers’ KPI’s
• Support Assessing team
• Manage and handle complaints
• Excellent complaints handling and report writing
• Sound knowledge of Smart Repair Technology
• Repair versus replace methodology
• Application of below business standards:
• Normalise Cost Ratio (NCR)
• Average Repair Cost (ARC)
• ARC plus Ancillary Cost (ACPC)
• Utilisation of alternative and green parts
• Additional cost after FRC
• Management of MBR/Santam systems as below:
• Abuntex
• Qapter Connect
• RPM
• Parts Procurement Systems
• PartSmart
• Initiate, lead and manage Supplier Performance Measurement meetings as per schedule

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
QUALIFICATIONS AND EXPERIENCE

• At least 5 years Motor Assessing Experience
• Abuntex Certified 
• Claims Centre 
• Santam System knowledge
• Technical Qualification

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JOB DESCRIPTION

• The position requires leadership skills and experience in short term insurance, specifically in a Legal Claims environment, as well as competency in general policy knowledge. The Claims Manager will be responsible for a team that deals with uninsured liabilities claims arising primarily out of motor vehicle accidents. 
• The Claims Manager will oversee the financial performance and efficiency of the team as well as the internal and outsourced motor assessing functions. The individual will also be required to establish and maintain quality standards that drive client delight, cost efficiency, process compliance and deliver first time right service.

The following accountabilities are applicable:

• Manage and report on team performance;
• Manage human capital and development of staff;
• Set goals for 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;
• Responsible for staff morale;
• Manage internal and external relationships;
• 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;
• Lead and motivate team;
• Apply basic statistical analysis to track performance variations;
• Resolve operational performance variations;
• Escalate irresolvable problems to higher levels.

QUALIFICATIONS AND EXPERIENCE

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

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KEY RESPONSIBILITIES

• Effective prioritization, planning and delivery of test results and reporting
• Lead a team to ensure adherence to quality standards and timeous delivery
• Carry out quality assurance procedures to ensure that all digital tools and services meet minimum organisation standards and end-user requirements
• Create and review test cases, test data and test targets for functional and non-functional test requirements and link test cases to business/systems requirements to ensure traceability
• Thoroughly test software to ensure proper operation and freedom from defects and contributes to the release decisions and analysis of production defects 
• Document all problems, work to resolve them and report progress on problem resolution to management
• Continuous learning to build domain knowledge regarding Digital, AI, Data, other systems in the environment, short term insurance, technology trends 
• Assist with incidents and user support e.g. resolution of enquiries or production issues
• Provide support and collaborate with business analysis, project management, automation testing and development competencies to confirm scope and duration of testing and ensure alignment
• Comply with company policies and procedures, standards and methodologies
• Stay current on industry practices and trends in the testing, short term insurance and digital environments and contribute innovative ideas for the use of technology and improvement of processes

QUALIFICATIONS AND EXPERIENCE

• Testing certification (e.g. ISTQB – Test Analyst or similar) 
• 3-5 years relevant testing experience that includes the following:
• Experience in software testing methodologies, test planning, test cases development, execution, and quality assessment of test cases 
• Experience in working with a manual testers toolkit - Atlassian suite incl. Jira, Confluence, Test case management tools e.g. X-Ray, and integration tools like Postman and Soap
• Experience with agile way of working and methodologies
• Experience in working in software project environments 
• Experience in the short term insurance industry advantageous
• Testing experience in the Digital environment (i.e. testing mobile (Android, iOS), internet and web based platforms and applications)

SKILLS

• Strong analytical and problem solving skills and attention to detail
• Customer service orientation and collaborative interpersonal style
• Effective communication skills, both written and verbal
• Ability to remain calm and focused under pressure and effectively deal with conflict situations
• Ability to manage own workload and timelines
• Ability to be organized while working in a complex, fast-paced and dynamic environment
• Ability to work independently and collaboratively
• Ability to take ownership, lead and initiate action and drive actions to completion
• Planning and organizing
• Negotiating and influencing

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What will you do?

• To manage Santam Client Solutions (SCS) Commercial Lines (CL) business portfolio to ensure achievement of SCS’s profitable growth targets. Create, develop and grow a world class underwriting team in support of the SCS strategic objective to grow in its target markets through the multiple distribution channels within SCS. Manage and deliver on the following areas:
• CL insurance classes performance with regards to premium growth and profitability
• Ownership of the full underwriting functions, including Underwriting Guidelines for Santam SCS and where appropriate collaboration with peers within Santam.  

Key accountabilities and responsibilities include:

• Achieve SCS financial targets by working with internal stakeholders, including Pricing, Product Management, Distribution, and Operations, to drive profitable and sustainable growth.
• Implement strategic initiatives to meet financial goals, including designing SCS products for target markets and distribution channels in partnership with Product Management.
• Develop and manage underwriting rules and processes to ensure they align with Santam’s risk appetite and facilitate ease of business.
• Draft and update policy wordings, conditions, and rules to minimize underwriting leakage, enhance client experience, and comply with legislative changes.
• Collaborate with SCS Pricing to set and align rating parameters and underwriting rules based on data analysis.
• Manage underwriting authority and compliance, balancing flexibility with Santam’s profit and growth targets.
• Stay informed on global underwriting trends for Commercial lines risks, exploring opportunities for innovation or risk adjustments in the South African market.
• Develop new solutions and innovations to maintain Santam’s market leadership across segments.
• Engage with Santam Group’s expert underwriters to ensure optimal client and broker solutions.
• Ensure offerings are competitive and market-related, achieving the required return on investment.
• Drive and manage the achievement of SCS’s Commercial lines business growth targets, balancing profitability across business classes.
• Address profit and growth challenges with solutions such as improved underwriting rules, automation, and risk models.
• Collaborate with Operations, Distribution, and external stakeholders on complex underwriting issues to secure buy-in and identify growth opportunities.
• Implement and oversee adherence to underwriting guidelines, policies, and procedures.
• Approve technical policy wordings, underwriting manuals, and reinsurance processes.
• Report on compliance with underwriting guidelines in collaboration with SBS Governance.
• Assess and discuss reinsurance programs with Santam Reinsurance for optimal structures.
• Represent Santam at industry forums and SAIA as needed.
• Influence external stakeholders on general insurance and risk relevance.
• Inspire and motivate staff to manage turnover and compete for talent.
• Provide guidance on complex risks and insurance matters to internal staff.

What do you need?

• Bachelor’s degree or relevant insurance qualification e.g. AIISA or FIISA or similar 
• Proven track record of at least 6 years’ experience within STI Underwriting environment, of which at least 2 years’ management of an underwriting function. 
• Good knowledge of Commercial underwriting is essential.
• Specialist Property & Motor technical underwriting expertise.
• Thorough knowledge of Santam’s products.
• Knowledge of (and understanding of the impact of) the relevant legislation on the business e.g. Building regulations etc.
• Advance Computer literacy (MS Word, Excel & PowerPoint)