Santam Broker Solutions has a position available for an Executive Head of Claims at senior management level preferably based in Johannesburg. The position reports to the Chief Executive Officer of Broker Solutions.
WHAT WILL YOU DO
To provide strategic and operational direction to optimise and manage the end-to-end claims value chain within Santam Broker Solutions. Based on the business vision and strategy, this role will be responsible for execution of long, medium and short-term operational plans inclusive of business objectives with set outcomes, programmes and projects.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE
The successful candidate will be responsible for the following key areas:
- Lead and manage multiple business areas within the entire Claims business unit, including:
- Motor Claims for on-platform business
- Non-Motor Claims for on-platform business
- Tailored Claims Solutions for all non-standard processes, off-platform businesses, claims binders
- Legal Claims Solutions – All subrogation claims and specialist liability claims
- Merit Claims – High fraud risk claims
- Claims processing for Santam Direct
- Claims Finance Management and Experience Management
- Quality and Knowledge Management
- Business Support – Strategic Projects, Product Owners, Data Analytics and BI, Reporting
- Lead a senior team of 8 direct reports and an overall unit with an employee compliment of 960 people, and operating budget of R1.2bn and claims pay-out more than R12bn over 500,000 claims.
- Manage service delivery and partnerships with service providers.
- Manage intermedia relationships from a claims service delivery perspective.
- Manage service levels within the claims environment and ensure corrective action is taken across the value chain to ensure service excellence.
- Ensure complete and sound claim settlements, legal reviews, and investigations in accordance with company policies and procedures.
- Provide input to strategic decisions that affect the functional area of responsibility.
- Manage and ensure control of all claims handling expenses.
- Resolve escalated issues arising from operations by coordinating the resolution through the relevant departments.
- Develop procedures and policies to enhance and improve the processing, investigation, and settlement of claims.
- Actively participate as a member of the Santam Broker Solutions Exco.
- Direct the technology roadmap within the claims environment.
- Provide strategic direction and overall leadership in the total large and complex claims process.
- Drive and deliver against tight deadlines whilst ensuring that all claims received are assessed, evaluated, and investigated within defined delivery targets and measures.
- Work closely with senior claims managers to ensure estimates reserved are correct and reviewed quarterly, large movements are reported, and that files are complete at settlement.
- Ensure claims are paid in accordance with policy cover.
- Overall responsibility to proactively manage risk in the Claims business unit by ensuring control measures are put in place to manage associated risk.
- Manage the performance and efficiency of direct reports and ensure recommendations and decisions taken on technical functions are within the operating mandate.
- Ensure adoption of digital claims-based methods.
- Drive transformation agenda.
QUALIFICATIONS AND EXPERIENCE
- Minimum 10 years’ experience in the insurance industry (preferably short-term) is essential. 5 – 7 years of which is experience at a senior management level with a proven track record of successful people leadership and managing process improvements while reducing expenses.
SKILLS
- Strategic thinking and planning that challenges assumptions
- A conceptual, lateral and analytical thinking balance
- Excellent communication skills and ability to lead meetings
- Strong relationship and general management skills
- Financial skills (budget management)
- Delivery/results orientation
- Process management and improvement
- Strong negotiation and influencing skills
- Ability to prioritise and achievement-oriented
COMPETENCIES
- Driving Strategy
- Commercial orientation
- Client focus
- Change leadership
- Continuous learning
- Team-focused leadership
- Integrity
WHO WE ARE
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
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