Job Description

Who are we?
The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.



What will you do?


To be responsible to oversee and actively lead a specific teamxe2x80x99s total operational capabilities and output, to support the business and client service strategy. In this role you will function as a subject matter expert and act as a point of escalation. You will also advise and support in the analysis, development, and implementation of best practices across the servicing value chain.



Key outcomes

The following outcomes will be expected to be achieved by the Support Manager Operations:

• Implementing, evaluating, and ensuring that the teamxe2x80x99s day-to-day output is in line with the servicing value proposition, and supports the overall business strategy.
• Ensuring that your team performs according to contracted performance areas to deliver the highest level of service to stakeholders.
• Ensuring daily control procedures are adhered to, and pro-actively identify and manage operational risks.
• Continuously evaluating and improving processes to ensure effectiveness, efficiency, and risk management.
• Mentoring and coaching of team members, including coaching in effective query management and resolution.
• Identify ways of promoting accuracy and maximising productivity within the team.
• Ensuring effective communication with internal and external stakeholders.
• Assisting with the implementation of changes to existing products and processes as well as new products.
• Maintaining high levels of teamwork within Operations team, different departments, and external parties to resolve client queries.
• Evaluating problems regarding service issues and enquiries to determine their importance and urgency, perform investigations when necessary and respond with an appropriate solution in a timely manner.
• Responding in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients.
• Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders.
• Having and maintaining a technical understanding of all Glacier offerings and the ability to apply that understanding to daily outputs.
• Identify training needs and talent within the team and ensure effective training and development takes place, both on the job and via external courses if applicable.
• Seeing to the overall well-being of the team and meeting their needs and expectations where necessary.
• Performance reporting and data analysis.
• Contribution to ad hoc projects aimed at streamlining processes and help ensure that it is successfully implemented within the wider team.
  

Qualifications and Experience

• Matric with relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma)
• Minimum 5 yearsxe2x80x99 proven people management experience within Financial Services Industry
• Experience in the LISP industry will be to your advantage
• Experience with process improvement methodologies
• Ability to develop and implement process controls to reduce risk to the business
• Strong analytical and problem solving skills
• Strong interpersonal and client relationship skills
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively
• Willingness to travel
• Excel proficiency at an intermediate level will be to your advantage
  

Competencies

• Client focus
• Cultivates innovation
• Collaborates
• Being resilient
• Drive results
• People management
• Data analysis and interpretation
• Problem solving and decision-making skill
• Leadership and coaching skill
• Analytical and conceptual thinking
• Strong reasoning skills and an aptitude for problem-solving
• Ability to plan, schedule and organize in a systematic and effective manner
  

Attributes

• Positive, can do attitude
• Ability to work under pressure/flexibility
• Honesty, integrity and respect
• Ownership and accountability
• Ability to co-operate and thrive both within an independent and team environment
• Self-starter with a growth mind-set
  

Build a successful career with us

Wexe2x80x99re all about building strong, lasting relationships with our employees. We know that you have hopes for your future xe2x80x93 your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters xe2x80x93 Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office xe2x80x93 the group provides many opportunities for growth and development.


Turnaround time

Please submit your application by 12 December 2023.


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.


Should you not hear from us within 30 days after closing date, please assume that your application has been unsuccessful.



Our commitment to transformation

Glacier is committed to excellence and striving towards Employment Equity.
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.