Job Description

Who are we?

Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

What will you do?

Manage a team within a productivity, quality and service orientated environment. Ensure effective management of service level agreements between Living Benefit Claims and other stakeholders, by means of effective capacity planning and absenteeism management. Making effective use of MIS to implement data driven decisions to ensure effectiveness of the department. Managing the Living Benefit Helpdesk to ensure exceptional service delivery for both client outcomes and performance. Identify training and development needs of team members via trend analysis and with input of Learning & Development team to aid in individual development plans. Effectively manage the budget of the department. Identify strategic action plans along with the rest of the management team for a specific period (up to 3 years), based on historic performance, inputs from other teams and recommend innovations to remain competitive. Conduct regular individual and team meetings with the team to maintain effective communication and a high focus on relationship building. Drive, embed and vest the values and culture within the Business Transformation and Shared Services environment. Engage with both internal and external stakeholders to build and maintain relationships to ensure understanding of the LBC processes and client centric outcomes. Drive processes and system changes to ensure the best outcome for the team and clients. Making decisions on claims complaints and escalations until it is resolved.

Note

: The environment necessitates overtime in peak periods. The amount of overtime hours depends on the business need in terms of the volumes received. The successful incumbent should be available when the team works overtime.

What will make you successful in this role?

Qualifications:

Grade 12 with preferably a tertiary qualification in a relevant administrative field. Relevant 3 years Degree / Diploma

Experience:

At least 3 years' experience in managing disability, critical illness and recurring income claims. Exposure to extracting and interpretation of data from Management Information Systems enable data driven decisions with a focus on continuous improvement. Experience in managing agents in a Call Centre

Knowledge:

Strong knowledge of Individual risk products and benefits

Competencies:

Communicates effectively Decision quality Analytical thinking Plans and aligns Concern for accuracy Influencing and gaining commitment Team focus Being resilient Computer skills (MS Office - Word and Excel advanced level)

Knowledge and Skills

General administrative practices
Budgeting and risk administration
Logistical and events/meeting co-ordination
General Communication

Personal Attributes

Communicates effectively - Contributing independently
Plans and aligns - Contributing independently
Optimises work processes - Contributing independently
Decision quality - Contributing independently

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Closing Date: 17 September 2025

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.