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.



The Business Shared Services unit is responsible for all the servicing needs of these clients once the new business has been finalised. This includes all incoming service channels e.g. Call, Mail, Fund and Claims centres. We also provide back-office maintenance services including data remediation.

What will you do?

Monitor, analyse and forecast short- and medium-term workload requirements Configure and optimize the workforce management system Design and implement schedules Communicate with all role-players regarding resource needs Produce and publish accurate staff schedules to meet the agreed SLA. Produce regular internal Forecasting and Scheduling reports to show the achieved levels of accuracy and provide an analysis of the contributory factors in the case of variances Provide business analysis to support optimization of processes, resources, and related systems Keep work-force management data up to date

What will make you successful in this role?

Role Requirements:

Qualifications:

Bachelor's degree in Business Administration and/or Computer Science.

Knowledge and Experience:

A minimum of 4 years' experience, with the following knowledge:


Workforce Management Systems Good understanding of MS Excel, Access, Visual Basics and Sequel Excellent communications skills Ability to effectively work with senior staff and management in a Client Contact Centre. Solid knowledge of call centre nuances including call patterns, AHT, adherence etc. Good understanding of resource forecasting processes and modelling. Excellent report writing skills. Experience with information technology supporting a contact Centre environment

Competencies:

Strong mentoring skills Ability to negotiate and influence at all levels across the business. Strong analytical skills. Presentation Skills. Excellent interpersonal skills. Ability to work to tight deadlines. Excellent customer service skills.

Knowledge and Skills

Resources scheduling
Call Centre workflow management
Call Centre forecasting
Tracking and reporting
Policies and procedures

Personal Attributes

Decision quality - Contributing independently
Resourcefulness - Contributing independently
Optimises work processes - Contributing independently
Builds effective teams - 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
Being resilient - Contributing independently
Collaborates - 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: 27 January 2026

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.