Job Description

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients' investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

What will you do?

Job Purpose

To assist High Net Worth intermediaries and internal clients by offering excellent client service, support, and to maintain and grow relationships.

Key Outcomes

The following outcomes will be expected to be achieved by the Niche Client Relationship Consultant:
Develop trust relationships with a portfolio of intermediaries, Sales and Client Services teams Handling client service requests through:
+ Continuously liaising with High-Net-Worth intermediaries regarding progress or any requirements on pending
+ transactions,
+ Technical understanding of internal processes and relevant legislation
+ Suggest ways of improving client service by reporting on trends
+ Prompt handling and analysing of problems / complaints
+ Decision making after important information has been gathered and analysed
+ Digital guidance and support
+ Handle inbound and outbound calls as per the agreed service level agreement (SLA), e.g., talk time, availability, average time to answer, etc. to manage the holding/active client's experience on the call.
+ Log the correct status (e.g. tea break, lunch break, admin status, etc) by each team member on the telephone system (Avaya) in order not to impact the team/panel schedule.
Handle emails case by case as per the agreed service level agreement (SLA). Ensure that intermediaries and their assistants understand processes and procedures by providing guidance and training to intermediary panel
+ This should include the development of a SMART action plan
Must be able to answer queries on technical aspects and product rules within Glacier and the industry, to intermediaries Must be able to manage workflow and meet contracted deadlines Ability to enhance efficiencies to improve ease of doing business with Glacier Ability to self-manage by delivering quality service and maintaining service levels

Qualifications and Experience

Matric / Grade 12 Relevant financial qualification will be advantageous as well as relevant experience in the Linked Investment environment 3 years client relationship experience within the financial services industry Knowledge of Contractual and Discretionary products will be to your advantage Valid driver's license essential and own reliable car

Competencies

Client Focus Cultivates Innovation Collaborates Drives Results Being Resilient Time Management Attention to detail Communication skills, written and verbal (English and Afrikaans) Building and maintaining relationships Analytical Thinking and problem solving

Attributes

Honesty, integrity, and respect Positive, enthusiastic attitude Resilience Ability to co-operate and thrive both within an independent and team environment Willingness to assist

What will make you successful in this role?

Qualification and Experience

Degree or Diploma with 3 to 4 years related experience.

Knowledge and Skills

Drive leads and service targets
Call Centre control and reporting
Budget and expenses
Stakeholder communication
Management of employees

Personal Attributes

Builds effective teams - Contributing independently
Decision quality - Contributing independently
Directs work - Contributing independently
Plans and aligns - 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.

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.