Support Manager

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? Job Purpose: The Communication Centre : Support Manager plays a pivotal role in delivering a consistently high standard of client service to both financial intermediaries and investors. This role is responsible for leading and developing a team of consultants, ensuring operational excellence, and fostering a culture of accountability, learning, and continuous improvement. We are looking for a manager who thrives on connection, someone who is naturally engaging, values open communication and leads through collaboration and transparency. If you are the kind of leader who shares generously, embraces change, and inspires others to do the same, you will feel right at home here. This role is ideal for someone who sees people as the heart of service and believes that great client experiences start with empowered teams and can balance that with efficient workflow management. Key Outcomes Leadership: Leading team members to achieve Client Service's strategic objectives li>Growing and implementing the Glacier vision for the Communication Centre Client Servicing: Delivering on contracted SLA's in both the Call Centre and Email teams Providing resolution & guidelines for technical and escalated enquiries and complaints Creating a culture of Treating Customers Fairly in the Communication Centre Decision Making: Prioritisation / delegation of work, analysing data and making data driven decisions Management of workflow and efficiencies, Managerial Functions, Performance management, Recruitment, General people management Implementation of NWOW management structures and team processes, Coaching & Training, Ongoing Coaching & identification of training and development needs Implementation of quality assurance best practices, processes and procedures and standards, Measurement of quality of call, e-mails, for the communication centre Results orientated coaching to improve client experience, Analyse, facilitate and co-ordinate continual feedback to consultants and / management Compile individual performance reports, recording all feedback to consultants Review the standards that are measured and suggest improvements of the standards to management Provide input into projects to improve client experience when required Qualifications and Experience Matric / Grade 12 Relevant financial qualification and completion of applicable regulatory exams 3 – 5 years Glacier experience with exceptional Glacier product and process knowledge Proven management experience will be an advantage Proven coaching qualification and experience Knowledge of Microsoft CRM / D will be an advantage Client focused, Collaborates, Drive Results, Cultivate Innovation, Be Resilient Problem solving skills, Adaptability, Communication skills, Positive, enthusiastic attitude Teamwork, Ability to thrive under pressure, Honesty, integrity and respect, Adapt to change What will make you successful in this role? Positive, enthusiastic attitude Teamwork Ability to thrive under pressure Honesty, integrity and respect Adapt to change Core Competencies Culture: 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. We build a successful career with us 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 – the group provides many opportunities for growth and development. Build a successful career with us. We commit to transformation, diversity, inclusive and equitable workplace. The Group's Employment Equity plan and targets will be considered as part of the selection process. Legal and EEO Statements The Group's Employment Equity plan and targets will be considered as part of the selection process. #J-18808-Ljbffr