First Line Manager: Living Benefit Claims

1 week ago

Bellville, South Africa Sanlam Full time

**Who we are?**

The SA Retail Affluent cluster is responsible for Sanlam’s Retail Affluent business in South Africa. The Retail Affluent provides clients across different market segments with a comprehensive range of appropriate and competitive financial solutions. SA Retail Affluent also provides services to the wider Sanlam Group, amongst others technology (Sanlam Group Technology).

**What will you do?**
- Manage a team within a productivity, quality and service orientated environment.
- Ensure effective management of service level agreements between Living Benefit Claims and other stakeholders, by means of effective capacity planning and absenteeism management.
- Making effective use of MIS to implement data driven decisions to ensure effectiveness of the department.
- Managing the Living Benefit Helpdesk to ensure exceptional service delivery for both client outcomes and performance.
- Identify training and development needs of team members via trend analysis and with input of Learning & Development team to aid in individual development plans.
- Effectively manage the budget of the department.
- Identify strategic action plans along with the rest of the management team for a specific period (up to 3 years), based on historic performance, inputs from other teams and recommend innovations to remain competitive.
- Conduct regular individual and team meetings with the team to maintain effective communication and a high focus on relationship building.
- Drive, embed and vest the values and culture within the Business Transformation and Shared Services environment.
- Engage with both internal and external stakeholders to build and maintain relationships to ensure understanding of the LBC processes and client centric outcomes.
- Drive processes and system changes to ensure the best outcome for the team and clients.
- Making decisions on claims complaints and escalations until it is resolved
- Note: The environment necessitates overtime in peak periods. The amount of overtime hours depends on the business need in terms of the volumes received. The successful incumbent should be available when the team works overtime.

**What will make you successful in this role?**

**Qualifications**:

- Grade 12 with preferably a tertiary qualification in a relevant administrative field.
- Relevant 3 years Degree / Diploma

**Experience**:

- At least 3 years’ experience in managing disability, critical illness and recurring income claims.
- Exposure to extracting and interpretation of data from Management Information Systems enable data driven decisions with a focus on continuous improvement.
- Experience in managing agents in a Call Centre

**Knowledge**:

- Strong knowledge of Individual risk products and benefits.

**Competencies**:

- Communicates effectively
- Decision quality
- Analytical thinking
- Plans and aligns
- Concern for accuracy
- Influencing and gaining commitment
- Team focus
- Being resilient
- Computer skills (MS Office - Word and Excel advanced level)

**Knowledge and Skills**
- General administrative practices
- Budgeting and risk administration
- Logistical and events/meeting co-ordination
- General Communication

**Personal Attributes**
- Communicates effectively - Contributing independently
- Plans and aligns - Contributing independently
- Optimises work processes - Contributing independently
- Decision quality - 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 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.

**Core Competencies**
- Cultivates innovation - Contributing independently
- Customer focus - Contributing independently
- Drives results - Contributing independently
- Collaborates - Contributing independently
- Being resilient - Contributing independently

**Turnaround time**

**Due Date for Applications: 7 February 2025**

**Our commitment to transformation**

The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

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