Service Relationship Manager

5 months ago

Johannesburg, 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?**
- The primary purpose of this role is to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Glacier policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.**Key Outcomes**
The following outcomes will be expected to be achieved:
- Customer Relationship Management- Build and maintain relationships with the administrative staff of our most valued clients (i.e. Strategic partners and premier advisers).
- Keep existing customers abreast of latest developments/offerings by means of pro-active presentations.
- Liaise between the adviser’s office and the internal teams when a complaint has been escalated.
- Support the Business Development Management team in the sales.
- Support the organisation in achieving its strategic objectives by creating positive relationships with stakeholders.
- Improvement Optimisation- Keep abreast of offerings by competitors' offerings and market trends to suggest and implement process improvements.
- Identify training needs within the offices of the financial adviser and conduct/arrange the relevant training.
- Utilise internal communication processes and channels to improve the flow of information and the effectiveness of communication to all.
- Conduct performance management exercises against Service Level Agreements with Business.

**Qualifications and experience**
- Bachelor's degree in Commerce or Business Management or NQF level 6 equivalent
- 2 - 3 years' Investment Industry experience in a management role
- Fluent in both English & Afrikaans

**Competencies**
- Following instructions and procedures
- Client focus
- Cultivates innovation
- Collaborates
- Being resilient
- Drive results
- Communication Skills
- MS Office
- Interpersonal Skills
- Time Management

**Attributes**
- Positive, enthusiastic attitude
- Teamwork
- Ability to work under pressure
- Honesty, integrity and respect
- Self-starter and self confidence

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

**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 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**Our commitment to transformation**

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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