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Claims Manager- High Net Worth

Claims Manager- High Net Worth

Santam InsuranceJohannesburg, ZA
2 days ago
Job description

Job title : Claims Manager- High Net Worth

Job Location : Gauteng, Johannesburg

Deadline : December 11, 2025

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WHAT WILL YOU DO?

  • This role is responsible for leading and managing three key functional areas within the Tailored Claims Solution Department : Claims Service Consultants, Claims Administration Support, and Non-Motor Fast Track Assessors, each led by their respective team managers.
  • The position ensures the delivery of a seamless, high-quality claims experience across Motor and Non-Motor portfolios by driving operational excellence, enhancing administrative efficiency, and fostering a high-performance culture.
  • The manager also serves as the primary liaison between Santam and intermediaries, ensuring aligned, responsive service delivery and strong stakeholder engagement.

    • KEY RESPONSIBILITIES

    Leadership & Team Oversight

  • Lead and manage three team managers responsible for Claims Service Consultants, Claims Administration Support, and Non-Motor Fast Track Assessors.
  • Provide strategic direction, coaching, and performance management to ensure alignment with business objectives.
  • Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

    • Operational Excellence

  • Oversee the delivery of claims administration services across Motor and Non-Motor High Net Worth portfolios.
  • Ensure efficient handling of claims processes, adherence to SLAs, and optimisation of workflows.
  • Drive automation and digital enablement to improve turnaround times and reduce manual effort.

    • Client Experience & Stakeholder Engagement

  • Ensure the delivery of a seamless, high-quality claims experience across Motor and Non-Motor HNW portfolios.
  • Serve as the primary liaison between Santam and intermediaries, fostering strong relationships and aligned service delivery.
  • Manage escalations and ensure timely, professional resolution of client and broker queries.
  • Build and maintain trusted relationships with internal teams, intermediaries, and external partners to support service excellence.
  • Champion a client-first culture across all claims administration touchpoints.

    • Quality, Compliance & Risk Management

  • Ensure compliance with claims policies, regulatory requirements, and internal controls.
  • Monitor data integrity, documentation standards, and audit readiness.
  • Identify operational risks and implement mitigation strategies.

    • Strategic Integration & Innovation

  • Collaborate with cross-functional teams to align claims administration with broader business initiatives.
  • Support the rollout of new systems, tools, and process enhancements.
  • Contribute to strategic planning and provide insights for continuous improvement.

    • Reporting & Insights

  • Track and report on team performance, service metrics, and operational KPIs.
  • Analyse trends and provide actionable insights to leadership.
  • Support data-driven decision-making and strategic initiatives.

    • QUALIFICATIONS AND EXPERIENCE

  • Minimum 5–7 years’ experience in short-term insurance HNW claims (Motor & Non-Motor).
  • 3+ years of experience managing teams and working with intermediaries.
  • Solid understanding of claims processes, policy structures, and short-term insurance legislation.
  • Grade 12 and relevant B-degree or insurance qualification.
  • Budget planning and cost control experience.
  • Knowledge of regulatory requirements (FAIS & POPIA).
  • High emotional intelligence, discretion, and integrity.

    • SKILLS & COMPETENCIES

  • Strong leadership and people management skills.
  • Excellent written and verbal communication skills.
  • Professional client-facing and relationship management skills.
  • Analytical thinker with attention to detail and process.
  • Ability to work under pressure and manage multiple priorities.
  • Tech-savvy with experience in claims systems and Microsoft Office.

    • FUTURE FOCUS ATTRIBUTES

  • Digital Fluency : Embraces technology to drive efficiency and client experience.
  • Client-Centricity : Keeps the evolving needs of clients and intermediaries at the core.
  • Agility & Innovation : Adapts quickly to change and fosters a culture of continuous improvement.
  • Collaborative Leadership : Builds cross-functional partnerships to deliver integrated solutions.

    • PERSONAL ATTRIBUTES

  • Driving Strategy
  • Commercial Orientation
  • Client Focus
  • Decision Making
  • Enabling Innovation
  • Change Leadership
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    Manager • Johannesburg, ZA