CAREER OPPORTUNITY
A position has become available for CLAIMS RELATIONSHIP MANAGER and will be based in the Motor Claims South Region, Cape Town.
JOB DESCRIPTION
Overall responsible for building, maintaining and managing professional relationships with the MBR’s, in line with Santam’s objectives, in the designated area. Provide technical support and deliver a high quality service in the claims value chain (Broker, Client, Motor Body Repairer, Motor desktop Assessor and Claims Service Consultant) regarding the motor vehicle repair process and delivering superior client service.
PRINCIPLE ACCOUNTABILITIES
- Monitor and control the following MBR's KPIs:
- Smart Repairs:
- Smart repair technology
- Repair vs replace
- Normalise Cost Ratio (NCR)
- Average Repair Cost (ARC)
- ARC plus Ancillary Cost (ACPC)
- Alternative Parts Utilisation:
- CAP, Used and Refurbished
- Paint, Labour and Parts Ratio
- Difference in Quotation vs 1st Authorisation
- Difference in 1st Authorisation vs FRC
- Difference in Quotation vs FRC
- Additional cost after FRC
- Monitor MBR and Santam system compliance and maintenance:
- Abuntex
- Qapter Connect
- AudaAudit
- RPM
- Parts Procurement Systems
- AudaTarget
- Santam Systems:
- BPM/ClaimCenter
- Initiate, lead and manage Supplier Performance Measurement meetings as per schedule
- Monitor and identify trends, agree action plan and monitor compliance (improvement and progression)
- Training, upskilling and coaching of Motor Body Repairers (all staff)
- Manage supplier capacity
- Create Weekly and Monthly Reports for feedback
- Project and change management
- Managing catastrophic events
QUALIFICATIONS AND EXPERIENCE
- Grade 12 and one of the following
- VDQ Professional qualification or, Automotive body refinisher or, Automotive Mechanic
- Expert Abuntex user with 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.)
- High level of knowledge in the relevant repair processes and repair methods.
- Proficient Microsoft Excel user
- At least 5 years’ experience in assessing on a senior level
- Management experience (advantageous)
- Supply Chain Management experience (advantageous)
- Stakeholder and Vendor Management experience (advantageous)
SKILLS
- Communication skills to effectively communicate with internal and external stakeholders, MBR’s and Assessors
- Effective crises management during workload changes
- Working with people
- Planning and organising
- Coping with pressure and setbacks
- High level of negotiation skills
- Performance management
BEHAVIOURAL COMPETENCIES
- Analytical thinking
- Conceptual thinking
- Information seeking
- Directiveness
- Initiative
- Self confidence
- Flexibility
- Impact and influence
- Leverage relationships
- Customer service orientation
- Integrity
- Self-control
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 centred on our delivery of Insurance Good and Proper.
Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format at www.santam.co.za / careers and apply online. Should you be aware of a qualified individual, please pass this vacancy on to them.
Please note this appointment will be made in line with the Santam Employment Equity strategy. People with disabilities are welcome to apply.
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