Client Services Consultant: Group Human Resourses:

2 weeks ago


Bellville, South Africa Sanlam Full time

Who are we?
Sanlam was established as a life insurance company in South Africa but has since transformed into a diversified financial services group that operates across the African continent, India, Malaysia and selected developed markets, with listings on the Johannesburg, A2X and Namibian stock exchanges. In 2018 the Group celebrated its centenary as well as 20 years since demutualisation and listing in South Africa and Namibia. Sanlam is one of the largest internationally active insurance groups in the world with a presence in 43 countries and has the biggest non-banking financial services footprint on the African continent.

The Group's four business clusters (Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets and Santam) house the Group's business operations. The Group Office provides strategic direction and support to the four clusters, assisting them in realising their strategies and meeting their business objectives. The Group Office is responsible for governance and for the Group's centralised functions, which include: Finance, Actuarial and Risk Management, Strategy, Human Resources, Market Development and Brand Services.
What will you do?
Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Deals with more complex queries, which often entail amendments to payments made. Provides accurate product information to clients in line with standards and protocols and may have supervisory responsibilities. What will make you successful in this role?

**Client Payroll queries Services supported**:
Answers and respond to all enquiries according to standards and within service level agreement.
Record and document all enquiry information according to standard operating procedures
Follow up on all enquiries logged to ensure timeous and effective resolution and feedback
Inform clients by explaining procedures; answering questions; providing information.
Queries that require routing to appropriate resources/Subject Matter Experts are assigned appropriately, and resolved effectively
Maintain and improves quality results by adhering to standards and guidelines, recommending improved procedures.
Follow up customer enquiries/incidents where necessary and complete logs
Support all Success Factors Modules, projects, and Human Capital processes as per Human Capital Calendar (etc. Annual flex events, Bonus payments, medical aid process)
Continuously identify and suggest improvements to existing procedures
Participate and support projects, contributing ideas and information from area of experience
Provide reports and uncover trends

**Query Resolution**:
Provide information and resolve all tier 3 queries as per standard procedure and within service level agreement
Handle overflow of tier 1-2 queries
Manage the resolution of queries that require research and additional information.
Ensure feedback provided to the client whilst research is taking place.
Client Services Consultant Support
Assist Client Services Consultants and Assistants with enquiries and support on more complex or out of the norm issues
Mentor junior and assist with developing client services consultant in the team
Continuous Improvement
Monitor trends and continually identify and suggest improvements to existing procedures
Participate in projects, contributing ideas and information from area of experience
Support team members Qualification and Experience
Qualification
Grade 12
A relevant Degree or Diploma qualification will be to your advantage.
Knowledge and experience
Payroll processing and end-to-end Human Capital process support for identified processes
Human Capital Admin procedures
SAP functionality
MyWorkspace overview
CA Unicentre and Jira Service Desk Knowledge and Skills Customer Service Administration Quality, compliance and accreditation Team Support Personal Attributes Communicates effectively - Contributing independently Action orientated - Contributing independently Situational adaptability - Contributing independently Optimises work processes - 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 Collaborates -



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