Non-Motor Desktop Assessing Manager: High Net-worth Clients

Sanlam; Johannesburg; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading insurance company in Johannesburg seeks a Non-Motor Desktop Claims Manager to lead a team and deliver exceptional service to high-net-worth clients. This role involves managing costs and performance while ensuring compliance with service agreements. Ideal candidates will have substantial insurance experience and strong leadership skills. The company values diversity and aims to create an inclusive workforce.

Qualifications

• 5-10 years of short-term insurance experience, with 5+ years in non-motor claims assessment.
• Proven experience managing claims portfolios for high-net-worth clients.
• Excellent communication, negotiation, and presentation skills.

Responsibilities

• Oversee the validation of non-motor claims post-registration.
• Champion a client-centric culture by managing service delivery.
• Lead, coach, and develop a high-performing team of claims professionals.

Skills

Claims oversight

Client focus

Leadership skills

Negotiation skills

Operational management

Education

Relevant Bachelor's degree

Insurance Related Qualification

Tools

MS Office Suite

Job description

CAREER OPPORTUNITY

Santam Claims has a position available for a Non-Motor Desktop Assessing Manager: HNW, within Tailored Claims Solution, based in Hill on Empire, Parktown.

WHAT WILL YOU DO?

We are seeking a Non-Motor Desktop Claims Manager to lead a team of Non-Motor Desktop Assessors, with a dedicated focus on delivering exceptional service to High-Net-Worth (HNW) clients. The successful candidate will be responsible for managing costs, monitoring performance targets, and ensuring compliance with service level agreements tailored to the expectations of HNW clientele. This role requires a strong emphasis on client satisfaction, precision, and discretion. The manager will also be responsible for developing, coaching, and motivating staff to ensure they fully understand and consistently deliver on the elevated standards required for servicing HNW claims.

KEY RESPONSIBILITIES

Claims Oversight & Technical Guidance
• Oversee the validation of non-motor claims post-registration, including adjustment and quantification of damages.
• Provide expert advice on settlement options to ensure indemnification aligns with Santam’s policies and procedures.
• Ensure high standards of client care throughout the claim lifecycle, addressing complaints promptly and professionally.

Client Experience & Service Excellence
• Champion a client-centric culture by managing overall service delivery and ensuring consistent, high-quality client interactions.
• Resolve escalated client issues and complaints amicably, maintaining Santam’s reputation for excellence.

People Leadership & Development
• Lead, coach, and develop a high-performing team of claims professionals.
• Promote best practices in people management, including performance management, talent development, and succession planning.
• Manage performance-related issues and disciplinary matters in line with HR policies.

Operational & Process Management
• Drive operational efficiency by managing workflows, resources, and service levels within the desktop claims environment.
• Ensure all operational challenges are promptly analyzed and resolved to minimize disruption.
• Support the implementation of new initiatives and projects to enhance claims operations.

Strategic Planning & Resource Optimization
• Set clear goals and align team efforts to achieve strategic objectives.
• Optimize the use of people, financial resources, and technology to deliver on business goals.

QUALIFICATIONS AND EXPERIENCE

• Relevant Bachelor's degree or equivalent
• Must have Insurance Related Qualification
• 5-10 Years short-term insurance experience, at least 5 years in non-motor claims assessment, with 5+ years in a managerial role.
• Proven experience managing claims portfolios for high-net-worth and ultra-HNW clients.
• Strong track record of broker engagement and relationship management at senior levels.
• Knowledge of regulatory requirements (FAIS, FSCA, POPIA).
• Excellent communication, negotiation, and presentation skills.
• High emotional intelligence, discretion, and integrity.
• MS Office suite (intermediate – advance level)

KNOWLEDGE AND SKILLS

• Claims and underwriting knowledge
• Leadership skills
• Interpersonal skills
• Ability to work with high volumes while maintaining and delivering exceptional service.
• Negotiation and conflict resolution skills.
• Lead, inspire, and motivate a team to achieve operational and business objectives by creating an inclusive and innovative culture where each individual feels valued and thrives.
• Other desired skills include: planning/organizing work, communication (verbal, written, presentation, etc.), financial and technological acumen, and agility

COMPETENCIES

• Driving Strategy
• Commercial Orientation
• Client Focus
• Decision Making
• Enabling Innovation
• Change Leadership
• Continues Learning
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence

ABOUT THE COMPANY

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.