Resource Planner

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. What will you do?
The Sanlam Retail Affluent (RA) cluster is responsible for Sanlam’s retail business in South Africa. RA provides clients across different market segments (entry-level, middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Designed to facilitate long-term wealth creation, protection and niche financing, these solutions are engineered around client needs.
As a company we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation and embracing diversity. 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.
What will make you successful in this role?

**Output/Core Tasks**:

- Monitor, analyse and forecast short
- and medium-term workload requirements
- Configure and optimize the workforce management system
- Design and implement schedules
- Communicate with all role-players regarding resource needs
- Produce and publish accurate staff schedules to meet the agreed SLA.
- Produce regular internal Forecasting and Scheduling reports to show the achieved levels of accuracy and provide an analysis of the contributory factors in the case of variances
- Provide business analysis to support optimization of processes, resources, and related systems
- Keep work-force management data up to date

**Role Requirements**:
**Qualifications**:

- Minimum of Bachelor's Degree in Business Administration and/or Computer Science.

**Knowledge and Experience**:
A minimum of 2-3 years’ experience, with the following knowledge:

- Expert with Workforce Management Systems
- Good understanding of MS Excel, Access, Visual Basics and Sequel
- Excellent communications skills with a focus on the ability to liaise with senior staff within the Client Contact Centre.
- Solid knowledge of call centre nuances including call patterns, AHT, adherence etc.
- Good understanding of resource forecasting processes and modelling.
- Excellent report writing skills.
- Experience with information technology supporting a contact Centre environment

**Competencies**:

- Strong mentoring skills
- Ability to negotiate and influence at all levels across the business.
- Strong analytical skills.
- Presentation Skills.
- Excellent inter-personal skills.
- Ability to work to tight deadlines.
- Excellent customer service skills. Personal Attributes Decision quality - Contributing independently Resourcefulness - Contributing independently Optimises work processes - Contributing independently Builds effective teams - 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 Drives results - Contributing independently Being resilient - Contributing independently Collaborates - Contributing independently Turnaround time
Appointments will be made in line with the company’s transformation plan.
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.