Customer Services Manager Iv

**Reports to Executive: Core Operations - Sanlam Corporate**
- Based in Johannesburg / Cape Town

**Build a successful career with us**

Sanlam is a leading financial services group, originally established as a life insurance company in 1918. The Sanlam Group conducts its business through Sanlam Limited, the corporate head office and five business clusters. The corporate head office is responsible for the Groups’ centralised functions such as strategic direction, financial and risk management, marketing and communications, Group human resources and corporate social investment (CSI). The five-business clusters include; Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay. 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.

**Purpose of role**
- The successful incumbent will play a crucial role in ensuring customer satisfaction and enhancing overall client experience. They will be responsible for the client contact teams, client documents, member/pensioner administration and other client administration touchpoints, and drive excellence, innovation, and customer-centric strategies.

**Key Responsibilities**
- Lead and inspire multi-disciplinary teams, fostering a culture of high performance, collaboration, and continuous improvement.
- The role has two main components:

- The full administration requirements for non-contributory member-elected options as Preservation Funds, Unclaimed Benefits, Beneficiary Funds and Annuities
- The outbound communication to clients linked to the administration of their benefits.
- Design and implement performance metrics and KPIs to monitor and measure operational effectiveness and ensure service level agreements are met.
- Drive process alignment and automation opportunities, leverage modern technology to enable more consistent client experience as well as targeted efficiencies.
- Deliver against tight deadlines and service delivery expectations whilst ensuring that all processes meet product rules, compliance standards and fraud checks and are processed accurately within defined delivery targets and measures.
- Develop and drive customer service standards and guidelines to deliver high-quality service.
- Monitor customer satisfaction levels, gather feedback and insights and implement improvements to enhance customer service and retention.
- Foster a customer-focused culture within the member servicing teams, emphasizing responsiveness, empathy, and proactive problem-solving.
- Monitor and mitigate risks associated with member servicing activities, proactively addressing any potential issues or gaps.

**Qualifications and experience**
- Relevant degree/ qualification.
- A Post Graduate qualification advantageous.
- 8 - 10 years senior management/leadership experience within a Financial Services environment. Employee Benefits, and /or Operations Management experience would be highly advantageous.

**Knowledge and Skills**
- Proven leadership and senior management skills
- Ability to collaborate with multiple stakeholders across business units at a senior and executive management level.
- Identifying automation opportunities to create efficiencies and enhance client servicing operations.
- Good knowledge of Employee Benefits, especially retirement funds
- Core Competencies
- Cultivates Innovation - creating new and better ways for the organisation to be successful
- Client Focus - Building strong customer relationships and delivering customer-centric solutions
- Drives Results - Consistently achieving results, even under tough circumstances.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Resilience - Rebounding from setbacks and adversity when facing difficult situations.
- Lead from a position of strong emphasis on controls and ability to set the tone in a high control culture orientated environment.

**Behavioural Competencies**
- Organisational Savvy - Maneuvering comfortably through complex policy, process and people related organizational dynamics.
- Manages Complexity - Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
- Drives Engagement - Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.

**Our commitment to transformation**
- The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. 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.

**Turnaround time