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?

The DDT (Death, Divorce & Transfers) Team Leader role in the GPAF team will be responsible to monitor transactional activities across different product types on the LISP platform, to provide services to both internal and external clients and to manage client services by maximising business efficiency and minimising business risk.

Key Outcome
Control

• Use CRM report to assess if the service promised to client is met in terms of speed, quality & communication by performing regular checks of work volumes and statuses; and sample cases
• Maintain control of work on hand daily to ensure all transactions are actioned within turnaround

Processes and service reporting

• Ensure that transactions are completed within mandated or legislated time periods
• Ensure that the section 14 and section 50 control are updated timeously by the team
• Prepare monthly starts and send to Manager for checking by the 2nd working day of the month
• Act to minimise errors to zero through measurement, analysing of root causes, and putting actions in place to prevent future errors
• Responsible for preparing trustee reports and for stakeholders
• Act to ensure that both proactive & reactive communication is accurate, comprehensible, recipient friendly, on time, thorough and adheres to client service standards
• Performs random checks on communications sent out by the team to clients for correctness and address if necessary

Capacity

• Alert the manager were there are service delivery issues by ensuring that there are there are enough resources when needed, to deliver on 'Service', e.g., daily re-allocation of work on hand, projection of volumes (inputs & required outputs)

Coaching & Training

• Identify skills/competencies that requires outsourcing and action accordingly
• Assess team competencies and upskill/train them on new competencies and tasks
• Determine and address training needs of the team on a continuous basis to maximise team's output
• Work closely with the team to fulfil their mentoring and coaching requirements

What will you do continued

Queries and complaints

• Ensure that queries are acknowledged and responded to accurately and within agreed time
• Upskill the team to be able to handle queries
• Manage complex queries, and resolve escalated queries
• Responsible for team related Audit queries

General /Ad hoc

• Ongoing focus on efficiencies and enhancing current processes
• Provide input for system enhancements
• Assist fellow team leaders in their absence
• Manage staff expenses and working hours

What will make you successful in this role?

Qualifications and experience

• Grade 12
• Relevant Degree/ Tertiary Qualification and/or Post Graduate qualification advantageous
• 4 years administration experience (LISP)
• 2 years managerial /supervisory experience
• Knowledge of Compass and CRM
• Strong knowledge and experience in the LISP
• Knowledge of legislation (Pension Fund Act and the Long-Term Insurance Act)

Competencies

• PC Skills (MS Windows, Outlook, Word, Excel)
• Excellent oral & written communication skills
• Rule orientated
• Ability to delegate and manage expectations
• Responsible & accountable

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to adapt to change

Qualification and Experience

Grade 12 or Diploma with 4 to 6 years related experience.

Knowledge and Skills

General Administrative Practices

Risk, debt, MI and budgeting

Logistical and events/meeting co-ordination

Client relationship management

Personal Attributes

Interpersonal savvy - Contributing independently

Decision quality - Contributing independently

Action orientated - Contributing independently

Optimises work processes - 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 four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, 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.

Sanlam