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.

Job purpose
The Technical Trainer for Client Services & Finance plays a critical role in equipping teams with the technical, product, and system knowledge required to deliver exceptional customer experiences in a regulated investment environment. The role focuses on training new employees, upskilling existing employees, and supporting system/process changes through clear, engaging, and accurate training delivery.
Key outcomes

The following outcomes will be expected to be achieved by Technical Trainer:

Training Design and Delivery

Deliver functional and system training to Client Services & Finance teams, including onboarding, product and process specific education, client query resolution, and digital platform support. Provide process and system training for life & Investment products, client and policy onboarding, policy administration, client servicing, investment administration, workflow administration and digital tools. Facilitate both virtual and in-person training sessions tailored to operational needs and KPI's.

Content Development and Maintenance

Create and maintain training content, including quick reference guides, process flows, SOPs, slide decks, and role-specific knowledge checks. Collaborate with subject matter experts and team leaders to ensure content reflects up-to-date policies, regulations, and system functionality. Contribute to the development of e-learning modules and SCORM-compliant content using authoring tools such as Articulate Storyline or Adobe Captivate.

Support for Business Change and System Enhancements

Support the training requirements of system upgrades, process redesigns, or new product/service rollouts. Communicate change impacts to the Client Services & Finance teams and prepare learning interventions to ensure smooth adoption. Partner with Business Analysts and Product Owners to ensure training supports end-user needs.

Key outcomes continued

Coaching & Performance Support

Offer one-on-one coaching and floor-walking support post-training to reinforce knowledge and promote confidence. Support quality assurance efforts by identifying training gaps from QA and feedback loops.

Compliance and Reporting

Ensure all training aligns with industry regulations and internal risk controls. Track training attendance, completion, and performance metrics within the LMS (SuccessFactors) and report outcomes to leadership. Qualifications and experience
3+ years of experience in training delivery, preferably in client services or operations within the life & investment or financial services sector. Strong understanding of life & investment products and operational servicing processes. Experience in delivering system/process training for platforms used in financial services or wealth management environments. Familiarity with e-learning platforms and tools i.e. LMS (SuccessFactors or Moodle) administration and SCORM-compliant authoring software such as Articulate Storyline, Agile or Adobe Captivate. Experience working in or training for a regulated contact centre, operations or client servicing team.

Competencies and skills

Client Focus Cultivates Innovation Collaborates Drives Results Confident facilitator with excellent presentation and communication skills. Ability to translate complex financial products and system processes into clear, accessible training. Detail-oriented with a commitment to accuracy in documentation and content. Proficiency in digital LMS tools such as Moodle, SuccessFactors and SCORM-compliant authoring software. Strong collaboration and interpersonal skills; able to work cross-functionally with Client Services, Product, Compliance, and IT.

Attributes

Positive, enthusiastic attitude Aspirational values of being performance driven, having a "can do" attitude and achieving through teamwork Ability to work under pressure Self-starter and self confidence

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

Closing Date: 8 August 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

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.