Service Relationship Manager

Service Relationship Manager

Date: 20 Mar 2025
Location:

Johannesburg, Gauteng, ZA

Company: Sanlam Group

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?

Job Purpose

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 (indents) relevant to the role.

Key Outcomes

The following outcomes will be expected to be achieved:

Customer Relationship Management

- Develop and maintain relationships with LISP customers through excellent customer service and long-term relationships by applying an agreed customer engagement programme.
- Ensure that customer files are updated with all relevant documentation and that checklists are completed.
- Build and maintain relationships with the administrative staff of our most valued clients (i.e. Strategic partners and premier advisers)
- Accurately determine customer needs/requirements through customer interaction and ensure that these are met.
- Monitor and resolve customer queries efficiently and professionally by applying product knowledge.
- Keep existing customers abreast of latest developments/offerings by means of pro-active presentations.
- Ensure exceptional customer service delivery through innovation and pro-activeness.
- Ensure delivery of quality service that satisfies and exceeds stakeholder expectations.
- Be the liaison between the adviser's office and the internal teams when a complaint has been escalated.
- Manage contracted turnaround times in accordance with LISP Customer Promise.
- Creatively and innovatively comply with client requirements should there not be a straightforward solution, make necessary recommendations to product development to assess whether new products or variations to existing products can be made to satisfy/consider client needs.
- Manage client reviews and the client servicing offering by client engagements.
- Prepare annual strategic action plan with a detailed SWOT (Strengths Weaknesses Opportunities Threats) analysis for in depth approach to be adopted per client.
- Support the Business Development Management team in the sales.
- Deliver exceptional consulting performance by meeting customer needs through efficient query resolution and solutioning all client requirements.
- 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.
- Continuously gather market intelligence and report potential threats to management.
- Identify training needs within the offices of the financial adviser and conduct/arrange the relevant training.
- Engage and collaborate with internal departments (e.g. Operations, Advisory Services etc.) with regards to providing efficient solutions and query resolution to clients.
- Initiate projects to enhance internal efficiencies / innovation depending on market changes and client needs.

..

- Participate in LISP projects in conjunction with other departments as and when required to sustain business growth as the market changes and client needs e.g. develop new products as client needs and market changes.
- Utilise internal communication processes and channels to improve the flow of information and the effectiveness of communication to all.
- Ensure communication standards that are 360 degrees measurable, and practices that favour transparent, honest and open stakeholder relationships.
- Conduct performance management exercises against Service Level Agreements with Business.
- Work to improve service quality to clients, in partnership with stakeholders and Customer Servicing Centre by ensuring that the client service experienced by clients are to their expectations - ensure cross functional team meetings are held with the general agenda with all aspects stipulated are discussed, that responsible people are identified for actions with delivery dates stipulated for aspects to be addressed.

Application of Risk and Compliance Requirements

- Manage risk by ensuring that financial policies, procedures, regulatory and statutory requirements are adhered to.
- Complete applicable compliance and risk training requirements as per Absa Group Risk.
- Ensure that processes, control requirements and risk management frameworks that impact the area are documented and understood by all members of the team.
- Own and agree corrective action items with Internal Audit and Management.

Qualifications and Experience

- Bachelor's degree in commerce or business management or NQF level 6 equivalent
- 2 - 3years 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
- Innovative Thinking
- Performance driven
- 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

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

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.

---