Retention Manager: Retail Affluent: Srs: Pg 10/11

2 weeks ago

Bellville, South Africa Sanlam Full time

Who are we?

The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle
- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life
- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.

Sanlam Risk & Savings, which is one of the businesses within SRA, offers Risk and Savings solutions to various segments within the market.

We believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation. Appointments will be made in line with the company’s transformation plan. 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. Purpose of the role

**This role forms part of the Risk & Savings**: Retention unit team. This team is responsible for ensuring client best interests are adhered to. This job is focused on capital retention through the development and management of strong relationships with internal business partners. The outcomes are achieved through understanding the needs and requirements of clients through research and analytics and then devising and executing strategies to achieve retention objectives. At present the current focus is on Retirement Annuities and Section 14 transfers.

The primary responsibility of the Retention Manager is to retain Sanlam’s clients through effective retention methods and client interaction delivered by the team. What will you do?

**Outcomes/ Core Task**:
Develop and manage processes and innovative strategies to achieve capital retention objectives within the Retention Unit.
Play a key role in the stewardship of positive client relationships and the retention of clients.
Actively participate in the organisation's continuous improvement by identifying and proposing solutions to process and service related failures.
Work closely with stakeholders at all levels across the business, including Business Shared Services, Sanlam Connect, marketing and operations, to ensure the successful execution of retention strategies.
Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value.
Be involved in the analysis of the sub-segments to identify cross-sell & up-selling opportunities.
Awareness of competition and market information.
Identification of non-intermediated or “neglected” clients and development of strategies to ensure the clients feel engaged with Sanlam.
Client service level monitoring.
Provide input into persistency framework.
Maintain strategic relationships with Sanlam Connect in aid of retention efforts.

**Support Retention unit with**:
Maintenance and enhancements to product training material; training presentations, market intelligence, etc.
Development of material to assist Retention Consultants to compare Sanlam and competitor products.
Identify and recommend areas / ways to improve processes within the Retention Unit.
Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Effective People management What will make you successful in this role?

Role Requirements

**Qualification**:
Relevant qualification.

**Experience**:
4 - 7 years relevant experience in a sales capacity within the financial services industry.
Experience working with multiple stakeholders.
People management experience.

**Knowledge**:
Knowledge of SanlamConnect channels and structures (Financial Advisors / Broker Services, etc.).
Technical knowledge of Sanlam’s Savings and Closed Book products.
Knowledge of Sanlam’s Risk product will be an advantage.
Technical knowledge of financial services industry and trends.
Understanding of competitor savings products.

**Competencies**:
Communicates effectively (verbal & written)
Decision quality
Analytical thinking
Cultivates innovation
Plan and aligns
Concern for accuracy
Customer focus
Collaborates
Influencing and gaining commitment
Drives results
Action oriented
Being resilient
Stress tolerance
Computer skills (MS Office)
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 th

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