JOB DESCRIPTION


The incumbent will form part of the IT4IT Team (the IT Support Team) and work with all the development teams (Guidewire, JDE, Microsoft, Java, etc.).
This includes working specifically with Technical Architecture and Release & Deployment Management to support and maintain the IT Support technical infrastructure, DevSecOps processes & procedures. Specific emphasis for this... role will be the support of the development teams, implementation of alerting & monitoring and the support of infrastructure and application components.


KEY RESPONSIBILITIES


Provide direction and guidance to Architects and Technical Specialists on ways to automate and improve the development, release management and production observation processes & procedures. This role will be responsible for the solution that is implemented and will have to sign off any solution developed.
Oversee, manage and optimise the administration of infrastructure deployment, technical support processes, support procedures, deployments & releases, servers, nodes, databases, etc.
Drive adoption of standards that are to be adhered to by software developers and testers to ensure that they follow established processes and works as intended.
This will include co-ordination of the relevant training & certification in relation to the requirements of the roles.
Identify opportunities for efficiency and improvements of hardware and software resource performance (CPU, Memory, Disk I/O, etc.) across all environments and take decisive action where potential business user impact is anticipated or experienced
Team management and leadership


QUALIFICATIONS , KNOWLEDGE AND EXERIENCE

QUALIFICATIONS


National Diploma / Bachelor’s degree in Computer Science, Statistics, Informatics, Information Systems, Information Technology, Engineering field preferred


KNOWLEDGE AND EXPERIENCE


Minimum of 10 years relevant experience within IT.
Minimum of 5 years within a Lead role, managing complex hardware and software environments and teams.
5+ years’ software development experience in Java at a senior level.
Solid experience with Docker, Atlassian Suite, Bamboo
Solid experience in application development, support and release management
Experience in messaging middleware, web services, SOAP, REST, SOA, ESB, SMTP, FTP, secure FTP
Minimum 5 years experience working with and supporting complex systems deployed to cloud i.e. AWS more

WHAT WILL MAKE YOU SUCCESSFUL

Business Process Integration & Optimization


Identify inefficiencies in motor claims, underwriting, and customer service processes and recommend improvements.
Support the development of standard operating procedures (SOPs) to improve process efficiency and collaboration between departments.
Ensure alignment of business processes with strategic goals and... regulatory requirements.
Facilitate the integration of new business policies, supplier agreements, and customer service enhancements.
Work with internal teams to standardize and improve the end-to-end claims lifecycle.


Stakeholder Management & Collaboration


Serve as a key liaison between claims, underwriting, finance, customer service, and external partners (e.g., repairers, assessors, investigators).
Ensure smooth communication and collaboration between different business units.
Develop and maintain relationships with external stakeholders, including suppliers and service providers.
Facilitate meetings and workshops to align stakeholders on integration initiatives.


Change Management & Continuous Improvement


Support change management initiatives to ensure smooth adoption of new processes and policies.
Assist in the training and upskilling of staff on new operational procedures and integration strategies.
Gather feedback from teams and stakeholders to refine integration efforts.
Drive continuous improvement using Lean, Six Sigma, or other process improvement methodologies.


Supplier & Vendor Coordination


Work closely with external repairers, parts suppliers, and service providers to enhance claims efficiency.
Ensure service providers meet contractual obligations and maintain high service quality.
Manage procurement processes related to motor insurance claims and underwriting functions.
Collaborate with finance teams to ensure accurate billing, invoicing, and payment processes.


QUALIFICATIONS AND EXPERIENCE


Bachelor’s degree in business administration, Insurance, Risk Management, or a related field.
5+ years of experience in motor insurance, claims operations, business process management, or a related role.
Certifications in Lean Six Sigma, Project Management, or Business Process Improvement would be an advantage.


SKILLS


Business & Process Management
Strong understanding of motor insurance operations, including claims, underwriting, and customer service.
Experience in business process improvement and operational efficiency strategies.
Knowledge of Lean, Six Sigma, or similar methodologies for process optimization.
Ability to analyse workflows and recommend solutions to enhance productivity.
Stakeholder & Relationship Management
Proven experience in managing cross-functional collaboration.
Strong negotiation and relationship-building skills with internal and external stakeholders.
Ability to manage supplier relationships and service-level agreements.
Regulatory & Compliance Knowledge
Understanding of regulatory requirements in the insurance industry (e.g., FAIS, POPIA, TCF).
Ability to ensure compliance across operational and claims processes. more

PRINCIPLE ACCOUNTABILITIES


Technical support of IT Support technology (hardware, software, including upgrades, resolving vulnerabilities). The technology is primarily based on Atlassian products, but also includes other software and technology components.
Administration of infrastructure deployment, technical support procedures, application deployments & releases, servers, nodes,... databases, etc.
Monitoring and management of hardware & software resources across all environments and taking pro-active action where required.
Collaborating with Architects, Technical Specialists and Team Leaders on ways to automate and improve the development, release management and production observation processes & procedures
System troubleshooting and maintenance
Installation of software (from operating systems through to applications) across environments
Management and leadership of the IT4IT Team


General Functions


Consult with the Solution Architects on the development platforms (Guidewire, JDE, MS D365, .Net, Java, Cloud) in terms of application configuration and infrastructure to support application services
Identification of bottlenecks and process inefficiencies and collaborate with team to create and implement improvements
Identification of potential risks / issues and give input into risk plan
Develop and maintain a comprehensive understanding of the internal workings of key software packages within IT Support. 
Work with key vendors to understand their current and future offerings & services with a view of adopting and driving broad implementation
Manage, mentor and support the rest of the IT4IT Team.


Quality Assurance


Work as a team member with Development teams and technical staff, to ensure the solutions/amendments are implemented according to best practice
Participate in various Troubleshooting & Problem-Solving initiatives setup and managed by Technical Support and/or SGT


QUALIFICATIONS AND EXPERIENCE


National Diploma / Bachelor’s degree in Computer Science, Statistics, Informatics, Information Systems, Information Technology, Engineering or another quantitative field preferred
Minimum of 3-5 years relevant experience
Working experience with Windows & Redhat Linux.
Working experience with Atlassian DataCenter and clustering.
Proficient in development languages such as Java and Python.
Experience with CI/CD (continuous integration, continuous delivery) tools
Experience in application development, version control, support and release management
Experience with Docker and Kubernetes for container management and orchestration.
Expertise in setting up and managing and maintaining Nexus, Sonar and Bamboo and Bitbucket
Experience working with and supporting complex systems deployed to cloud (i.e. AWS) would be beneficial


KNOWLEDGE


Familiarity with monitoring tools and the management thereof
Understanding of software development principles and practices
Good understanding of complex IT environments, network infrastructure such as load balancers, network proxies, NFS/NAS, etc.
Knowledge of security best practices, encryption, and identity management and the ability to implement security measures in CI/CD pipelines and infrastructure
Understanding of Agile and Scrum methodologies.
Familiarity with both SQL and NoSQL databases and Round Robin databases. more

The role


We have an exciting opportunity for a suitable candidate to join Santam Reinsurance (a division of Santam Ltd) in our Cape Town based office.
Santam Re is a treaty underwriter offering capacity across multiple lines of business including property, motor, engineering, casualty and marine. We write on our own A- rated paper and have lines in Africa, Asia, India, Central and Eastern... Europe, China, and Turkey. Santam Re operates as a division of Santam Ltd, South Africa’s leading short-term insurance company and a certified Top 5 employer in 2025.  We look forward to welcoming you to Santam Re & International and supporting your career in this new chapter with us.


What will you do?


This role will be in the Santam Re & International business unit, based in Cape Town. This suitably qualified and experienced individual is responsible for the following for the outwards reinsurance business: financial planning and analysis, budgeting support, performance tracking and reporting to the core management team, implementing finance automation solutions, working with the finance business partnering as well as the financial reporting teams to ensure all income statements are accurate and up to date. The role is required to ensure the timely delivery of accurate and complete information with the necessary insight on treaty performance per cedant for the outwards business. The role will ensure that the necessary disciplines of technical accounting, cash management as well as debtor and creditor management are performed accurately and in a timely manner, in accordance with industry best practice.


What will make you successful in this role?

Financial Operations


Review and document the accounting treatments for all outwards treaty business and ensure the accurate recording of same based on the nature of each underlying treaty.
Develop the necessary routines to ensure the timely and accurate processing of all outward reinsurance  transactions and processing of all outward reinsurance bordereauxs. This includes the automation of routine manual transactions.
Run the finance operations project team (informal) to ensure that the necessary emphasis is placed on areas of focus as notified by senior management.
Work with the business to develop and implement an activity-based cost allocation model to ensure each business unit carries its proportional share of the cost base. These costs include both direct costs and shared costs which are allocated from Group companies.
Identify and action opportunities for process and cost optimisation across the business (not limited to the finance function).
Accurate processing into each respective business unit’s income statement, with insightful variance analysis to ensure all BU CFOs can explain the movement in their outwards reinsurance accounts.
Ownership of the full transaction lifecycle for all outwards business – from source to record, including the capture of payment instructions for processing via the payments system.


Automation and Process Optimisation


Actively seek out opportunities to automate functions within the finance team to reduce the manual effort involved in day-to-day reporting.
Work closely with the IT system development team to optimise IT routines and automated financial entries to ensure accurate financial reporting.


Financial Planning & Analysis


Collaborate with the financial reporting and business partnering teams through the monthly reporting cycle.
Ownership of the outwards reinsurance month-end reporting process.


Governance, Compliance and Controls


Establish a sound system of financial controls over all processes within functional area.
Ensure that standard operating procedures are documented for all core functions within the financial operations team, including the preparation of a risk and control matrix.
Collaborate with internal and external assurance providers through the respective reporting cycles.


Team Development


Mentor and develop staff across the business to ensure we inculcate a culture of excellence, process optimisation and collaboration across all teams.
Provide financial and accounting training to staff in need, as well as to the broader business to ensure that performance is well understood.
Actively support own staff, and the broader finance team, to adopt automation through technology and support the finance change champion’s efforts in this regard.


Qualification and Experience


CA (SA) essential
2+ years Post Qualification Experience
Audit Background, preferably in financial services
Non-life insurance / reinsurance experience is advantageous 
IFRS 17 implementation and application experience highly advantageous


Skills


You have a proven track record of delivering meaningful, impactful work throughout your career.
You have a minimum of 2 years of post-qualification experience and understand the construct of an effective financial operations function.
You have strong analytical and problem-solving skills, with the vision to see solutions beyond current system capabilities.
You are technically strong in IFRS and can explain complex concepts at all levels – from senior management to new career entrants.
You understand how to design, implement and monitor a financial control environment.
You have enhanced communication and presentation skills and enjoy working cross-functionally building relationships across an organisation.
You can adapt, and thrive, in a fast-paced and evolving environment where you will need to roll up your sleeves.
You are adept at leading and mentoring diverse, high-performing teams and proactively supporting team members who need guidance to perform at the required level.


Competencies


Collaboration
Client focus 
Drives results  
Flexibility and adaptability 
Cultivates innovation
Driving strategy
Commercial orientation
Change leadership
Talent enablement
Decision making
Leadership
Reporting and Administration
Balances stakeholders more

What will make you successful in this role?


This role is focused on, but not limited to; servicing broker requests, including enquiries. 
Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services; 
Dealing with general insurance and policy specific enquiries; 
Dealing with issuance of new policies/ policy... maintenance/ renewal / agri aspects of policies; 
Assisting to resolve all insurance queries within required timeframe and compliance requirements; 
Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books; 
Undertaking to adjust premiums in line with new asset values; 
Managing client expectation on expected turnaround times for submitted requests; 
Adhering to underwriting criteria and regional requirements; 
Assist with profiling the client with the best suitable product and underwriting criteria; 
Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product; 
Assisting in implementing solutions for improvement; and 
Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required. 


Qualifications and Experience


Matric/ Grade 12
120 commercial lines FAIS credits 
A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous 
Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry 
Minimum of 3 years’ experience in short term insurance commercial lines


Knowledge and Skill


Excellent verbal and written communication skills 
Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients 
Ensure adherence to quality, compliance and accreditation standards 
Conduct efficient administration 
Optimising work processes more

JOB DESCRIPTION


The Team Lead needs to provide the vision and support to the team, throughout the implementation of these services. 
Working in a business environment (short-term insurance) with strong business leaders, it requires taking the lead in driving these capabilities and methodologies. The Team Lead needs to have the ability to facilitate, influence and contribute to Business... Process Optimisation. The incumbent will report to the Manager: Business Process Optimisation that has the objective to grow business process capabilities and skills over time.
The team and stakeholders are located across several cities, and the Team Lead should be comfortable managing remote process improvement initiatives efficiently and effectively.  


Primary responsibilities:

The Business Process Specialist is accountable and/or responsible for the following:


Promote and contract the services of the team to Business to ensure optimal benefits are obtained. 
Plan project execution to balance business demand, team capacity and prioritisation 
Apply process improvement and re-engineering methodologies and principles using best practises (i.e., Lean Six Sigma and Process Simulation).
Contribute to the Lean Six Sigma and Process Excellence training.  Support Lean Six Sigma Green Belts and Black Belts.
Collaborating through a healthy relationship with the Business Process Optimisation Team and the Process Owners in the Group. 
Verify benefit realisation through the design and analysis of process performance indicators.
Promote the visibility of the work from the team
Communicate the progress and milestones of process improvement projects to Steerco's 
Improve team performance, capacity, and capability by effectively sharing knowledge and upskilling


QUALIFICATIONS, KNOWLEDGE, AND EXPERIENCE


B. Engineering Degree & IT Degree or similar qualification. 
5 – 8  years’ experience in Process Optimisation
3 years + experience as a Black Belt (Master Black Belt advantageous), using the DMAIC methodology, associated tools and techniques.
2+ years’ of management experience
Budget management experience
Computer Literacy and Experience in MS Office (Teams, Word, Excel, and PowerPoint).
Data Analytical Skills:  Experience with Power BI,  SigmaXL and  Minitab 
Experience in Process Simulation (Simio or similar simulation software)
Experience in providing data-driven solutions.
Demonstratable experience leading projects and larger scale change.
Experience with Process Mining would be an advantage.
Experience within the financial services environment would be an advantage.


KNOWLEDGE & SKILLS


Good understanding of Lean Six Sigma and Process Principles
Process Simulation 
Agile Concepts
Building networks and good relationships
Analytical and systems thinker
Produce creative solutions to business problems
Perform under pressure
Self-motivator
Challenge current assumptions and beliefs
Motivate and mentor others
Interaction skills: facilitation; mentoring; leadership and influencing; negotiation; teamwork; build relationships; credible consulting skills
Deciding and initiating action Competent in Problem-Solving and Troubleshooting
Prioritising Objectives and Planning more

JOB DESCRIPTION


The purpose of this position is to determine the quantum and merit of segmented non-motor claims by performing investigations, verifying the description of the event with the loss, negotiating with (client, intermediary and service providers) and settlement of claims within a delegated threshold and according to contract conditions. Build and Maintain Broker... Relations


PRINCIPAL ACCOUNTABILITIES


Receive instruction from scheduler on appraisal notes and documents Review and confirm completion and accuracy of documents, policy and conditions, that pertain to the claim.
Plan routes for claims, make arrangements and contact clients. 
Identify what is required and outstanding from client
Review merit and plans  for  what  needs  to  be  investigated  and  whether specialist expertise are required e.g. a builder or engineer etc.
Visit the client and validate the loss. 
Interact with the client and do a physical inspection of inventories. Complete Value at Risk and Inventory with the Client 
A Appoint specialist resources if required
Assess risk to provide recommendations to underwriting
Interaction with the SAPS, weather bureau etc. to assess merit
Compare info collected to the policy requirements and claim details presented
Item identification (value and proof of ownership)
Determine equivalent replacement value by contacting suppliers and getting input from experts/moderators
Decide and negotiate on replacement, cash or claims card
Authorise repairs or cash settlement
Write claims report; authorise settlement, details of claim, findings, circumstances, merit, quantum or risk recommendations
Update the Claim File and associated documents to the Central Filing System with Santam (DPC)
Handle complaints, queries and interaction with clients, intermediaries, service providers, internal stakeholders relationship managers, claims committee and options from underwriters
Responsible for all policy sections, including damage to buildings e.g. ceiling and carpets, pertaining to personal lines
Responsible for all policy sections of an agricultural nature (excluding motor, BI, internal and external risk and liability)
Authority to appoint field experts e.g. builder or electronics specialist
Required to moderate claims i.e building, electronic items and jeweller, between the value of R35, 000 and R150, 000 for current segmentation rules


QUALIFICATIONS AND EXPERIENCE


Matric
Completed short-term insurance qualification (NQF4) 
3 to 5 years of Non Motor field experience 


SKILLS


All relevant product training completed
Familiar with IM external systems
Must have experience in adjusting process, assessor reporting tools, building terminology, repair estimation on building damage, indemnity issues, non-standard roofing e.g. thatching, floor coverings, gyproc, building repair calculator and advanced electronic equipment
Ability to do investigations on buildings, contents and Agriculture.
Ability to Effectively Communicate and Good Rapport Building abilities. more

What will make you successful in this role?


A Senior Underwriter will have the experience to carefully select, analyse and underwrite risks, in a cost-effective manner and in accordance with company requirements, guidelines and governance, to ensure good risk selection and profitability and ensure business targets are met.   


Accountabilities and... responsibilities: 

Technical:


Examine insurance proposal for new and renewal business, gathering and assessing background information, conducting necessary research, evaluating and assessing the risk (including but not limited to coverage analysis, pricing and structure) and discussing/negotiating risks with the broker in order to effectively win or renew the risk. 
Calculate possible risk and determine appropriate insurance premiums using underwriting tools and practices, underwriting information and own judgement and experience.
Quote within designated authority levels and refer where necessary in accordance with company policy and technical guidelines. 
Monitor portfolio performance and ensure that renewals, new business, lost business are tracked and that the cancellation reserve does not exceed 2.5%.
Set accurate, realistic premium forecasts and draft financial reporting as required in a timely manner to enable management to set budgets and monitor performance targets for your own portfolio of accounts and as a contribution to the team portfolio.
Be able to confidently articulate technical messaging and deliver training, as and when necessary, internally as well as to brokers and clients.
Support junior underwriters with the underwriting process and renewal negotiations as necessary.
Accurately enter data into company systems and produce management reports that ensure that the company remains aware of the nature and financial impact of all risks written for your own portfolio. 
Maintain accurate electronic records for auditing and regulatory purposes.
Proactively participate in projects or other initiatives designed to improve the effectiveness or efficiency of the department.
Undertake any other reasonable tasks as requested by the U/W Head or Manager in order that the team achieve its objectives.
Ability to use Portfolio underwriting methodologies to assist Senior leadership in making key underwriting decisions.
Design and implement underwriting notes, guidelines and methodologies. 
Adhere to and where possible, improve, all operational and procedural standards. 
Peer review and sign off including checking policy documentation for all accounts within authority but outside of junior staff authority. 
Handle accounts queries and credit control queries to the satisfaction of all parties.


Governance:


Fulfil individual risk and compliance related obligations and provide support to and monitoring of the department’s adherence to Group and Regulatory guidelines.
Provide proactive risk and compliance awareness by reporting any incidents or breaches identified within our compliance requirements.
Perform underwriting and operational audits to ensure compliance and address breaches where necessary.


Qualifications & Experience


NQF 6 insurance or risk management qualification or Bachelors Degree in Commerce or Law
Minimum of 5 years technical experience in the relevant line of business.
FAIS Compliance and RE5.
Good understanding of insurance industry including the reinsurance market and the terminologies used.
Sound technical understanding of policy wordings. 
Able to evaluate information from a variety of sources and solve problems.
Good decision-making skills; able to consider the costs and benefits of various options and choose (and articulate) the appropriate one.
Good communication and interpersonal skills; comfortable with phone and face to face complex discussions with underwriters, brokers and any other relevant stakeholders.  Confident in negotiation and networking. Scenarios and able to manage difficult and complex conversations. 
Deadline focused; able to work under pressure to meet tight deadlines and able to organise own workload effectively to prioritise and delegate to meet service standards.
Competent user of Excel, Word, Outlook and other Microsoft platforms.
Operationally efficient; able to follow all process requirements. 
Presentation skills; able to present informally and formally for training (internal and external), marketing and renewal purposes. 
Experience in participating in projects 
Line of business specific requirements:
Professional Indemnity 
5 years or more of Professional Indemnity or casualty underwriting or broking
Understanding of individual account and portfolio underwriting techniques
Ability to use and convert internal and external data into underwriting information and insights 
Clear understanding of the landscape of the various professional landscapes (Built environment, legal, financial, etc.)
Liaising with claims and technical teams to identify key PI risk trends
Handling of meetings with senior personnel from brokers and their clients
Incorporate modern underwriting techniques 
Assist in drafting modernized underwriting guidelines 
Perform compliance and underwriting audits more

ROLES AND RESPONSIBILITIES


Needs to know the ability and competence of the assessor 
Allocate and appoint claims to the assessor/Hybrid in areas 
Stats of the assessor 
Constant communication between assessors and schedulers 
Keep Assessors Managers in the loop with discussions and/or request for External Assessors 
Use tracking tool to ensure productivity and cost are... aligned 
Cost management regarding the appointment of external Assessors vs the cost of utilizing internal assessors of other areas
The appointment of claims to external assessors within company budget 
To make sure that cost is saved regarding the decision on the appointment of external assessor’s versus the cost of utilizing internal assessors from other areas. 
Minimizing travelling cost of assessors between claims when assigning claims. 
Daily contact with Internal and External assessors (availability & outstanding claims progress) 
Daily contact with Assessor Managers (issues & concerns)


Process 


Review claim information (e.g. CCC description, appraisal instruction, assessment place) before assigning the assessor. 
The appointment of Internal or External assessors to claims that fall within their area of expertise as well as within their geographical area of responsibility. 
Managing the workload (claims allocated per day) of the assessor. 
Managing the targets (average claims per day) of the assessor. 
To make sure that the turnaround time of the claims are achieved within the prescribed company targets.


Reporting 


Daily register (Claims allocated per assessor per day) 
Monthly Assessors Productivity Report (Claims Received/Claims Finalised, Claims Average


Adhoc


Manage Catastrophe claims allocations under correct CAT code.


SYSTEMS THE SCHEDULERS WORK WITH


Claims Centre
MS Office (Outlook & Excel) 
Avaya 
Online Services 
BPM


QUALIFICATIONS AND EXPERIENCE


Grade 12/Matric
At least 5 years’ experience in Motor Claims 
Santam policies and procedures 
Claims Centre User 
Santam System knowledge more

What will you do?


Santam Marine has an available position for a Service Consultant who will be based in the Johannesburg office.


What will make you successful in this role?


Prepare basic reports and statistics based on risk analysis.
Communicate with internal stakeholders to provide information, feedback and follow through on queries and/ or instructions
Address unusual and... non-standard customer issues including underwriting and commercial related queries.
Receive requests for and generation of quotations
Task related decision making within set policies and procedures
Research to assist in addressing non-standard underwriting issues
Update RM reports
Create client profiles for identified risks
Building strong customer relationships and delivering customer-centric solutions.
Working independently" & "Administering monthly renewals" & "Quality Assurance checks of new business, endorsements, renewals and the like.


Qualification and Experience


Matric or equivalent qualification
FAIS accreditation required
RE 5
2-3 Years Commercial Lines, particular to Marine Insurance


Knowledge and Skills


Familiar with Excel, Word, Intranet, Kit
Knowledge of Marine Hull, Cargo and Liability products" & add "Knowledge of Marine Institute Clauses


Knowledge and Skills Competencies


Cultivates innovation 
Customer focus 
Drives results 
Collaborates 
Professional behaviour
Commitment to quality
Teamwork
Resilience
Immaculate interpersonal skills
Ability to perform tasks under pressure. 
Attention to detail / accuracy. more