First Line Manager: Ccc

**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 business (SRA) is a business that is part of Sanlam Life and Savings. 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. Business Shared Services is the customer facing business unit within SRA.- As we Live in Confidence 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**:

- Manage a department’s performance within a specific division of Business Shared Services
- Ensure that your department effectively contributes to the business Unit’s Client
- Satisfaction and Experience standards- Manage the budget and make decisions regarding resources with your team
- Manage the People practices and performance statistics and reports of your department
- Actively be responsible for the coaching, training and development of personnel
- Assist and provide support to team members regarding complex client enquiries
- Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery.
- Work closely with the Resource Planning team to ensure the most effective resource plans are developed and achieved
- Review management information and make suggestions, recommendations so as to improve processes across the business.

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

- Matric/Grade 12
- Relevant business degree/diploma or industry related qualification

**Knowledge and Experience**:

- Must have insurance or call centre industry knowledge and an understanding of:
- Life Assurance environment
- Call Centre and Client Services business
- Financial Service experience is essential
- Exposure in administering premium alternation
- Experience in managing personnel within a call centre environment would be an advantage

**Competencies**:

- Ability to function under immense pressure
- Good conflict management skills
- Be innovative
- Ability to develop and empower others
- Teamwork
- Good communication
- Decision making skills
- Client service orientation
- Objective setting and control
- Self confidence
- Ability to use internal networks to solve client problems
- Ability to operate independently

**Personal Attributes**
- Builds effective teams - Contributing independently- Decision quality - Contributing independently- Directs work - Contributing independently- Plans and aligns - 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 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**
- Cultivates innovation - Contributing independently- Customer focus - Contributing independently- Drives results - Contributing independently- Collaborates - Contributing independently- Being resilient - Contributing independently**Turnaround time**

**Appointments will be made in line with the company’s transformation plan.**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 E