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Business Operations Manager
2 weeks ago
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 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.
Business Shared Services is a customer servicing business unit within Retail Affluent.
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.
Job Purpose
The operations manager takes full ownership for the management of first line managers (production managers) within the business to ensure effective management of all business-related process, business Key Performance Indicators, client experience, income generation, and people. The management of the relationship with the sales and distribution teams play a critical role in this position.
What will make you successful in this role?
**Output/Core Tasks**:
**The Operations Manager is responsible to**:
1. Develop, implement and facilitate the strategy for the business unit in collaboration with other operational areas and ensure alignment with Business Shared Services business.
2. Provide an excellent customer satisfaction experience
- Collaborate on, implement and drive the customer experience strategy for Business Shared Services together with the other Operational Managers within the team.
- Prioritise interventions and processes to improve on client experience.
3. Effectively manage the leads referral & income generation processes.
4. Effectively manage the business unit’s budget and its resource (including the capacity model)
5. Effectively manage projects, with internal and external impact (i.e. those allocated at a business unit level, operation specific, and those that require interaction with other business units within Retail Affluent).
6. Build strategic and operational alliances with business units within the group that have a vested interest in the services provided by the Client Contact centre/ Client Facing Unit
7. Secure effective relationships with Sanlam Connect (internal Advisers & Brokers groups)and act as the contact and support point for specific Regional Managers.
8. Align the business service model to support Retail Affluent business objectives
9. Constantly ensure that a balance is created between client experience, team experience and operational excellence
10. Mentor and lead production managers in delivering on the set business objectives
11. Play a key role in the management of our relationships with key external bodies regarding the Call Centre Industry
12. Conduct and/or make use of benchmark information affecting the Contact Centre environment to ensure the service offered remains relevant to Sanlam client needs.
13. Drive best practice in terms of people development and leadership to create an environment in which the team can thrive and grow.
**Role Requirements**:
**Role Requirements**:
**Qualifications**:
- A relevant university Bachelor’s degree (Business, Commercial or related)
**Experience**:
- A minimum of 8 years’ leadership experience in call centre operations and/or customer service environments.
- Experience in developing and implementation of effective strategy in Call Centres.
- Experience in dealing effectively with large teams and implementing continuous innovation and culture advancement programmes would be an advantage.
**Knowledge**:
- The life insurance industry and products, client services and operations background, processes and call centre systems.
- Advanced call centre technologies and best practices.
- Success in working with cross-functional groups both internal and external to the organization
- Industrial Relations and Human Resource processes and procedures
- Knowledge of legislation applicable to the call centre enviro
