TEAM LEADER: CLAIMS

Santam’s Adjustment Services department has a position available for a Team Leader (Claims Handling) who will be based in the Bedfordview office.

JOB DESCRIPTIONThe successful candidate will provide client satisfaction through the monitoring of targets, deadlines and compliance to Service Level Agreements, as well as managing people and cost. Duties will include ensuring that the various targets of the team are achieved. The incumbent will also be responsible for resolving client enquiries of a sensitive nature (complaints) and conduct performance appraisals for direct reports. Handling of performance related issues and disciplinary matters and monitoring performance.

Detailed duties and responsibilities include:• Managing the team of Claims Handlers• Managingandreportingontheunit’sperformance• Communicatingandinteractingeffectivelywithpeopleat

all levels• Ensuringcompliancetocontractedservicelevelsand

optimization of processes• EnsuringclientsatisfactionimprovementusingCSI

results• Ensuringadherencetopolicies,legislativerequirements• Responsibleforstaffmorale• Managingofexternalandinternalrelationships• Establishingandmaintainingqualitystandardsthatdrive

client delight and cost efficiency• Deliveringfirsttimerightserviceexcellence• Monitoringprocesscompliance• Continuallyreviewingandmeasuringteamactivities

against targets, standards and service levels.• Leadingandmotivatingstaff• Managing,supportinganddevelopingateamofpeopleto

ensure service delivery • Establishingandmaintainingqualitystandardsinrespect

of accurate claims management• Deliveringresultsandmeetingcustomerexpectations

QUALIFICATIONS AND EXPERIENCE• Grade12• Insurance-relatedqualification• CompletionofSMP&SMK• Computerliterate(MSWord,MSExcelandMSPower

Point)• 6–10years’experienceinclaimsenvironment• Experienceindevelopingandcoachingstaff

SKILLS• Strongclientserviceorientation• Abilitytoworkunderpressure• GoodCommunicationskills(verbal&written)• Leadershipskills

KNOWLEDGE• Knowledgeofclaimsprocesses• WorkingknowledgeofSantamSystems(Perseteland

JDE)• PersonalandCommercialLinesexperience/knowledge

Qualified applicants can submit their cover letter, CV andsalaryrequirementsinMSWordformattoThabisileNkosi,HumanResources(thabisile.nkosi@santam.co.za).Alternatively, please share this vacancy with a suitably qualified friend or acquaintance.

PleasenotetheAppointmentwillbemadeinlinewiththeDivisionalEmploymentEquitytargets.Peoplewithdisabilities are welcome to apply.

Closing date: 20 April 2012

Santam is an authorised financial services provider (licencenumber3416).