Client Service Support Manager Operations

**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.

**Job Purpose**
- Key outcomes
- The following outcomes will be expected to be achieved by the Client Service Support Manager Operations - Repurchase Team
- Implementing, evaluating, and ensuring that the team’s day-to-day output is in line with the servicing value proposition, and supports the overall business strategy.
- Ensuring that your team performs according to contracted performance areas to deliver the highest level of service to stakeholders.
- Ensuring daily control procedures are adhered to, and pro-actively identify and manage operational risks.
- Continuously evaluating and improving processes to ensure effectiveness, efficiency, and risk management.
- Mentoring and coaching of team members, including coaching in effective query management and resolution.
- Identify ways of promoting accuracy and maximising productivity within the team.
- Ensuring effective communication with internal and external stakeholders.
- Assisting with the implementation of changes to existing products and processes as well as new products.
- Maintaining high levels of teamwork within Operations team, different departments, and external parties to resolve client queries.
- Evaluating problems regarding service issues and enquiries to determine their importance and urgency, perform investigations when necessary and respond with an appropriate solution in a timely manner.
- Responding in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients.
- Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders.
- Effectively managing workforce capacity to ensure optimal resource allocation, balancing workloads within the team to maintain high service levels.
- Implementing and monitoring workflow management strategies to optimize task distribution, streamline processes, and improve turnaround times
- Identify training needs and talent within the team and ensure effective training and development takes place, both on the job and via external courses if applicable.
- Seeing to the overall well-being of the team and meeting their needs and expectations where necessary.
- Performance reporting and data analysis.
- Contribution to ad hoc projects aimed at streamlining processes and help ensure that it is successfully implemented within the wider team.
- Qualifications and experience
- Matric with relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma)
- Minimum 5 years’ proven people management experience within Financial Services Industry
- Experience in the LISP industry will be to your advantage
- Experience with process improvement methodologies
- Ability to develop and implement process controls to reduce risk to the business
- Strong analytical and problem solving skills
- Strong interpersonal and client relationship skills
- Strong communication skills (both verbal and written)
- Proven ability to work independently and proactively
- Willingness to travel
- Excel proficiency at an intermediate level will be to your advantage
- Competencies
- Client focus
- Cultivates innovation
- Collaborates
- Being resilient
- Drive results
- People management
- Data analysis and interpretation
- Problem solving and decision-making skill
- Leadership and coaching skill
- Analytical and conceptual thinking
- Strong reasoning skills and an aptitude for problem-solving
- Ability to plan, schedule and organize in a systematic and effective manner

**Attributes**
- Positive, can do attitude
- Ability to work under pressure/flexibility
- Honesty, integrity and respect
- Ownership and accountability
- Ability to co-operate and thrive both within an independent and team environment
- Self-starter with a growth mind-set

**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 Investmen