Ops Bau Lead

**Who are we?**

Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realize their dreams.
- About the role
- This senior‐manager role keeps the coalition loyalty engine running day‑to‑day. You will own all ‘run’ activities for BOOOST and its legacy Reality/Wealth Bonus touchpoints: customer & partner support, SLA/OLA management, fraud & refund handling, reconciliations, business‑continuity readiness and regulatory complaint escalations. You’ll ensure every earn, burn and billing event settles correctly while continuously driving down AHT and boosting CSAT.

**What will you do?**
- Key Responsibilities
- Own fraud monitoring, reconciliations, refunds and disputes, ensuring zero revenue leakage
- Maintain evidence of strong internal controls over financial reporting (ICFR) in line with Sanlam Group standards (COSO / SOX-style) and King IV requirements
- Maintain and report on OLAs/SLA dashboards, acting immediately on breaches
- Coordinate DR/BCP tests across GRAVTY, Glue, Wealth Bonus & payment rails
- Oversee Reality & RCS decommissioning and cut‑over to BOOOST without member disruption
- Run daily Ops Cockpit rituals; feed insights to Product, Tech & Financial Modelling
- Act as escalation point for Ombudsman cases and high‑severity incidents
- Qualification and Experience
- Relevant tertiary qualification in Business Management or similar
- Proficient in MS Office 365
- Minimum 7 years running large‑scale fintech or loyalty operations, incl. reconciliations & dispute management
- People leadership across multi‑disciplinary, shift‑based teams; crisp stakeholder communication
- Proven command of SLA/OLA tooling, ITIL service management and incident response frameworks
- Strong grounding in payments, interchange, fraud rules and POPIA / PCI compliance
- Data‑driven mindset: able to interrogate SQL/BI dashboards and drive root‑cause analysis
- Why join?
- Keep South Africa’s first coalition rewards programme humming at scale. Your fingerprints will be on every member interaction and every Rand we save through superior ops.

**Personal Attributes**
- Decision quality - Contributing through others
- Manages complexity - Contributing through others
- Optimises work processes - Contributing through others
- Plans and aligns - Contributing through others

**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**
- Collaborates - Contributing through others
- Customer focus - Contributing through others
- Being resilient - Contributing through others
- Drives results - Contributing through others
- Cultivates innovation - Contributing through others

**Turnaround time**

**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.