Client Service Manager: Client Experience

2 weeks ago

Tygervalley, South Africa Sanlam Full time

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?
Responsible for the planning, organising and control of a department. Manages the activities within the department through subordinate supervisors, ensuring that staffing levels are maintained, training is provided and that company standards and productivity levels are maintained. Liaises with other departmental heads. Ensures that each skill level within the communication centre attains the given service level. The incumbent controls the budget, reviews cost saving, initiates and provides input on the training of team leaders. Reviews Call Centre industry benchmarking locally and internationally. What will make you successful in this role?
Job purpose

Key outcomes
The following outcomes will be expected to be achieved by the Client Experience Manager:

- Support the Client Services management team to resolve enquiries and complaints from intermediaries, clients, and regional staff.
- Investigate experience related enquiries, resolve it and provide feedback to all stakeholders.
- Implement changes required after consultation with the functional managers.
- Document changes required and initiate system changes needed.
- Proactively identify potential pain points and address them, including training required.
- Advise the Client Services team on areas of improvement and design and map the required solutions.
- Assist with the prioritisation of change requests and any business priorities.
- Evaluate that changes are firmly embedded and provide feedback to the management team.
- Manage the client and intermediary experience surveys.
- Provide monthly reporting and feedback to the Client Services management team on the team’s performance and its impact on client and intermediary experience.

Qualifications and experience
- Relevant 3-year degree
- 5 years’ experience in a client services management position
- Experience in client journey mapping will be to your advantage.
- Knowledge of Glacier products and processes will be an advantage.

Competencies
- Client Focus
- Cultivates innovation
- Collaborates
- Drives results
- Being Resilient
- Leadership skills
- Decision quality
- Communication skills - Written, Verbal and Visual
- Plans and aligns
- Relationship building skills

Attributes
- Teamwork
- Adaptability
- Ability to thrive under pressure
- Ability to lead change

Qualification and Experience Degree or Diploma with 4 to 6 years related experience. Knowledge and Skills Drive leads and service targets Call Centre control and reporting Budget and expenses Stakeholder communication Management of employees Personal Attributes Builds effective teams - Contributing independently Decision quality - Contributing independently Directs work - Contributing independently Plans and aligns - 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 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.

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