Manager: Complaints

2 weeks ago

Bellville, Western Cape, South Africa Sanlam Full time

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.
  • Purpose of the role
  • Strategic and Operational oversight, guidance, management and coordination of complaints and compliments management handling across the business; as well as operational design, direction and oversight of best practise implementation, monitoring & remediation processes and tools within business
    Key roles and responsibilities
  • This role will be responsible for ensuring our clients receive toptier service by analyzing customer satisfaction data, developing and implementing strategies to improve the overall customer experience, and communicating with customers as needed.
  • Responsibility for endtoend oversight, management, resolution, tracking and analytics of the Cluster's client complaints, compliments and NPS detractors (voice of the client), including but not limited to:
  • Efficient & effective Complaints resolution and monitoring
  • Analytics and Insights
  • Continuous improvement opportunities (where applicable)
  • Daytoday tasks include managing customer complaints and compliments process, endtoend, identifying areas for improvement, and providing insights into and leading crossfunctional teams to address customer experience issues.
  • Manage and own the complaints function across Sanlam Corporate, ensuring TCF and all relevant governance regulations and policies w.r.t. Complaints Management are adhered to
  • Lead team, and wider Sanlam Corporate network of client ensuring regular client experience training is provided to all Sanlam Corporate staff
  • Equip the team with the necessary skills, knowledge, and confidence to provide excellent service to all stakeholders.
  • Build and maintain one source of entry for all Sanlam Corporate complaints, with clear understanding and adherence to defined Ways of Working
  • Promote continuous improvement, within the team and Sanlam Corporate
  • Recognised source of truth and feedback loop into all clientsrelated management functions and forums
  • Strategic design, direction, lead, implementation and embedding of the Cluster's Voice of the client best practice and strategy vision within the business
  • Manage sustainable relationships with key stakeholders, both internal and external


 Qualifications and experience
  • Bachelor's degree in Business Administration, Marketing, or related field
  • Customer Experience, Customer Satisfaction, and Customer Service related skills
  • Minimum 5 years management experience in client experience related roles
  • Demonstrable project management & business analysis skills and leading crossfunctional teams
  • Analytical Skills, particularly related to data analysis and quantitative research
  • Experience in the financial services industry is preferred but not required


 Knowledge and skills
  • Excellent Client experience and Behavioural economics skills
  • Excellent Stakeholder management skills, both internal & external
  • Change management skills
  • Conflict management skills
  • Presentation, Analytical & critical thinking skills
  • Regulatory environment understanding and exposure is advantageous
  • Employeebenefits related product exposure is advantageous
  • Financial services industry exposure is advantageous


 Personal qualities
  • Agility with Leading & being leaderled
  • Structured and results driven
  • Strong analytical skills, with great Problemsolving & attention to detail
  • Accountable & Focussed
  • Strong Communication skills, both written and verbal
  • Collaborative & Team player
  • Selfmastery & Change Adaptive

Turnaround timeOur commitment to transformation

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