Job Description

Who are we?

Sanlam is dedicated to supporting, growing, and empowering clients with affordable, easy, and suitable solutions, primarily through face-to-face intermediary channels, but also directly. We have approximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of our clients. Our vision: We aspire to be the best at building enduring relationships by connecting clients with Sanlam. We create sustainable value by attracting new clients, supporting ongoing client engagement, and providing adaptive solutions designed to answer life's financial questions. ULTIMATELY, WE EMPOWER PEOPLE TO BE FINANCIALLY CONFIDENT, SECURE AND PROSPEROUS.

What will you do?

This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants.

What will make you successful in this role?

Software management

Support:

Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation. Co-ordinate information sharing sessions with colleagues and partners

Rollouts:

S.net releases (SanQuote desktop and Advice Tools (Sanport, Sanfin, InterAct):

Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out



Stakeholder management

Take responsibility for clearly defined SLA's and working relations between Support Desk Support and its partners (i.e.: SGT, Advice Tools). Yearly review this Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, SGT etc) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients Liaise with partners for process changes and implement accordingly



People management

Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively Coach and develop the Support Desk consultants as and when necessary Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person



Effective Support Desk management

Ensure that Support Desk phone lines are effectively 'manned' at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc) Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and Qlikview. Undertake monthly Support Desk performance and metrics stats for Goals purpose.

Qualification and Experience
Management Diploma or suitable equivalent qualification Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical relatedcourses such as MCSE, A+, N+, ITILL Minimum of 3-5 years' experience within software deployment and support environment Experience in life assurance or broader financial services industry an advantage Knowledge and Skills

IT/Systems/Tools:


Call Centre/Support Desk systems/software program technology MS packages (i.e. Email, Teams, Word, Excel, PowerPoint) Windows and operating systems Configuration of software and programs




Business:


Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc) Basic Sanlam Product knowledge Knowledge of Sanlam Personnel Policy Expense management and budgets Management and co-ordination of manpower resources Core Competencies
Customer Service Team Success Planning and Organising Work Standards Decision Making Building and maintaining relationships Communication Coaching Continuous Learning Personal Attributes
Able to motivate and coach staff Relationship building Structured and good planning skills/co-ordination skills

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.

Turnaround time

The closing date for applications is

3 September 2025.

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 transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.