Regional Claims Relationship Manager (North)(JG7) Date: 27 Aug 2024 Location: Johannesburg, Gauteng, ZA CAREER OPPORTUNITYWe are seeking a highly motivated and experienced Regional Claims Relationship Manager in the Motor North Region, based in Pretoria and forming part of the Santam Broker Solutions Team.WHAT WILL YOU DOThe successful candidate will be responsible for managing a team of Claims Relationship Managers, ensuring that they are managing and maintaining professional relationships and the performance of MBRs, in line with Santam's objectives. Additionally, the Manager will be responsible to provide technical support to the team regarding all aspects of the motor vehicle repair process, end-to-end.WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLEManage and oversee the daily operations of the CRM team with focus on the end-to-end motor vehicle repair processManage and develop the performance of the CRM team, providing regular feedback, coaching and training to ensure staff are performing well within their targetsWork closely with and providing technical support to other departments within the motor claims value chainManage and develop relationships with service providers within the motor claims value chain, providing regular updatesIdentify and assist to develop and implement processes and procedures to improve the motor vehicle repair processConduct regular audits to ensure quality and complianceManage the budget of the CRM team, ensuring that resources are allocated effectivelyStay up to date with industry developments and changes in regulations and ensure that the Company is compliant with all relevant requirementsMonitor and control the following MBR KPIs:Smart repairs:Smart repair technologyRepair vs replaceNormalised Cost Ratio (NCR)Average Repair Cost (ARC)ARC plus Ancillary Cost (ACPC)Alternative Parts UtilisationPaint, Labour and Parts RatioDifference in Quotation vs 1st AuthorisationDifference in 1st Authorisation vs FRCDifference in Quotation vs FRCAdditional request after FRCReport on MBR and Santam system compliance and maintenance:AbuntexQapter ConnectAudaAuditRPMParts Procurement SystemsAudaTargetSantam Systems:BPM/ClaimCenterInitiate, lead and manage Supplier Performance Measurement meetingsMonitor, Identify and Manage trends, agree upon action plan and monitor complianceTraining, upskilling and coaching of reporting staffReport on supplier capacityCreate daily, weekly and monthly reports for feedbackProject and change managementManage and report on Catastrophic eventsQUALIFICATIONS AND EXPERIENCEVDQ professional qualification, or Automotive body refinisher or, Automotive mechanicAt least 5 years' experience in operation management in the motor vehicle repair and insurance industryExperience of managing a group of CRMs or similar professionals, with a particular focus on the automotive industryExperience in staff management, including performance management and staff developmentExperience in budget management and resource allocationIn depth knowledge of Abuntex products such as Qapter Connect, AudaTarget (NCR), AudaInvoice, Parts Procurement systemsGood business acumen and understanding of business principles (profit, loss, margin, efficiency, etc)Bachelor's degree in business, finance, automotive engineering, or a related field (advantageous)Expert knowledge in the relevant vehicle repair processes and repair methodsExpert Microsoft Excel userSKILLS AND KNOWLEDGEExcellent communication, negotiation and interpersonal skills, with the ability to build strong relationships with internal and external stakeholdersStrong analytical and problem-solving skills, with the ability to make data-driven decisionsPerformance managementKnowledge of insurance industry regulations and requirementsFamiliarity with automotive engineering principles and terminologyAbility to work well under pressure and manage multiple tasks simultaneouslyAbility to work independently with a high level of self-motivation and driveWHO WE ARESantam 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 designated groups in alignment with the Divisions Employment Equity targets.
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