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

Santam; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading insurance provider is looking for a Non-Motor Desktop Claims Manager to oversee a team of assessors. The role involves managing claims for high-net-worth clients while ensuring exceptional service delivery and compliance with service agreements. The successful candidate will have extensive experience in short-term insurance and a strong focus on client satisfaction and operational excellence.

Qualifications

• 5-10 Years short-term insurance experience, with at least 5 in non-motor claims assessment.
• Proven experience managing claims portfolios for high-net-worth clients.
• Strong track record of broker engagement and relationship management.

Responsibilities

• Oversee claims validation, adjustment, and quantification.
• Provide advice on settlement options as per company policies.
• Lead and coach claims professionals to enhance service delivery.

Skills

Claims and underwriting knowledge

Leadership skills

Interpersonal skills

Negotiation and conflict resolution skills

Education

Relevant Bachelor's degree or equivalent

Insurance Related Qualification

Tools

MS Office suite (intermediate – advance level)

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, , 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.