Chief Operating Officer: Sanlam Loyalty and Rewards

2 weeks ago

Bellville, South Africa Sanlam Full time

Who are we?
Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of three clusters - Sanlam Corporate, Sanlam Retail Mass and Sanlam Retail Affluent. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the three clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives. What will you do?

The role of COO - Sanlam Loyalty and Rewards (L&R) is within the Strategic Projects and Partnerships cluster, and operates across business entities in Life & Savings (Retail Affluent, Corporate, Retail Mass), Investment Group, Santam Group (Santam/MiWay), and Afrocentric/Medscheme, in delivering loyalty & reward services to the Sanlam Group. The role encompasses leadership responsibility for both Customer Service Operations across the customer experience and customer operations business functions, as well IT Service Operations across the IT operations and IT strategic project delivery business functions. Day to day, the role oversees operations that span 58+ internal and external partners, a team compliment of between 120 and 130 staff with 5 direct reports.

The role functions within the context of enabling the strategic objectives of the Loyalty and Rewards COE of growing the loyalty of Sanlam Group clients through positive client engagements, and that there is ultimately a return on the investment to the shareholder. Within that context, there are various internal and external forces that influence the role:
Changes in the overall Sanlam strategy that have a direct influence on the strategic and operating environment of the COE
Changes in strategy of Sanlam Group businesses such as Life & Savings, Investment Group, Santam, and Afrocentric/Medscheme in relation to driving client loyalty have a direct influence on the operating environment of the COE, and therefore on the role
Changes in the internal environment of the COE, either strategic or operational, across technology, operations, digital and marketing, sales, product, financial budgets, and regulations and compliance, have a direct influence on the role
Changes in the external environment across our retail and corporate clients, the broad partner landscape of the COE, the micro and macro conditions of the economy, as well as the competitive landscape of the loyalty space will have an influence on the role
What will make you successful in this role?

Operations Strategy
In alignment with the commercial and strategic objectives of the loyalty and rewards business, lead the formulation and execution of the Operations strategy across both Customer Service Operations in back-office and front-office, and in IT Service Operations
Oversee the implementation of strategic improvement initiatives so as to enable the Operations functions to meet the business and stakeholder requirements across IT, Marketing, Product, and Sales
The role is involved in Sanlam group-wide initiatives like the, establishment of a new Retail Affluent service strategy, and direct engagement with Sanlam CX on the implementation of strategic group initiatives
Operations Management
Lead the team on a day to day basis by providing hands-on leadership, management, and vision to ensure that the business has effective people, operational controls, and administrative and reporting procedures in place
Play a pivotal role in setting up and gaining support for the cultural evolution of the broader team by establishing practices within the Operation and supporting functions that promote the business culture and vision
Manage the executive reporting of the Operations function through representation in key governance forums including Finance and Risk forums, Board meetings, and Steering committees

Operations Delivery
Oversee the execution of IT operations by initially establishing the IT service delivery function from the ground-up, and then leveraging the partner management capability to ensure all 200+ technical partner integrations are fully functional on a daily basis, and IT KPIs are met on a continuous basis
Oversee the delivery of the strategic project pipeline of the business through an agile delivery methodology, covering between 20 to 30 initiatives per annum
Drive on-going customer satisfaction improvement through obtaining customer feedback using various client satisfaction measurements such as NPS and CSAT, and implementing improved processes and new solutions by collaborating with IT, Marketing, Product, and Sales
Oversee the controlling of business income collection and costs through the implementation of effective debtor and creditor finance operations function Personal Attributes Organisational savvy - Contributing strategically Balances stakeholders - Contributing strategically Plans a

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