CAREER OPPORTUNITY
We 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 DO
The 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 ROLE
Manage and oversee the daily operations of the CRM team with focus on the end-to-end motor vehicle repair process
Manage and develop the performance of the CRM team, providing regular feedback, coaching and training to ensure staff are performing well within their targets
Work closely with and providing technical support to other departments within the motor claims value chain
Manage and develop relationships with service providers within the motor claims value chain, providing regular updates
Identify and assist to develop and implement processes and procedures to improve the motor vehicle repair process
Conduct regular audits to ensure quality and compliance
Manage the budget of the CRM team, ensuring that resources are allocated effectively
Stay up to date with industry developments and changes in regulations and ensure that the Company is compliant with all relevant requirements
Monitor and control the following MBR KPIs:
Smart repairs:
Repair vs replace
Normalised Cost Ratio (NCR)
Average Repair Cost (ARC)
ARC plus Ancillary Cost (ACPC)
Alternative Parts Utilisation
Paint, Labour and Parts Ratio
Difference in Quotation vs 1st Authorisation
Difference in 1st Authorisation vs FRC
Difference in Quotation vs FRC
Additional request after FRC
Report on MBR and Santam system compliance and maintenance:
Santam Systems:
Initiate, lead and manage Supplier Performance Measurement meetings
Monitor, Identify and Manage trends, agree upon action plan and monitor compliance
Training, upskilling and coaching of reporting staff
Report on supplier capacity
Create daily, weekly and monthly reports for feedback
Project and change management
Manage and report on Catastrophic events
QUALIFICATIONS AND EXPERIENCE
VDQ professional qualification, or Automotive body refinisher or, Automotive mechanic
At least 5 years' experience in operation management in the motor vehicle repair and insurance industry
Experience of managing a group of CRMs or similar professionals, with a particular focus on the automotive industry
Experience in staff management, including performance management and staff development
Experience in budget management and resource allocation
In depth knowledge of Abuntex products such as Qapter Connect, AudaTarget (NCR), AudaInvoice, Parts Procurement systems
Good 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 methods
Expert Microsoft Excel user
SKILLS AND KNOWLEDGE
Excellent communication, negotiation and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders
Strong analytical and problem-solving skills, with the ability to make data-driven decisions
Performance management
Knowledge of insurance industry regulations and requirements
Familiarity with automotive engineering principles and terminology
Ability to work well under pressure and manage multiple tasks simultaneously
Ability to work independently with a high level of self-motivation and drive
WHO WE ARE
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 designated groups in alignment with the Divisions Employment Equity targets.
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