Business Operations Service Lead

Who are we?
Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of three clusters - Sanlam Corporate, Sanlam Retail Mass and Sanlam Retail Affluent. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the three clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives. 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 four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. What will you do?
The purpose of this role is to ensure optimal service management across a conglomerate of partner call centers. Manage, oversee, and optimize all member service interactions in Sanlam Reality, including process service measures, member complaints, and training efforts. The purpose of the Service Lead is to improve service provided by Sanlam Reality to its members. The goal is to ensure member service health by taking the lead as a domain expert in ensuring services provided satisfy business objectives. Assist with new development, enhancements, fixes, and day-to-day operations. Any new developments and deviations from existing business solutions will be driven out by the service lead. Providing assistance with User Acceptance

**Responsibilities include the following**:
Customer Service Support
Responsible to lead functional area to ensure high quality customer service is provided by service
- and benefit providers
Complaints Handling
Responsible to lead complaints handling processes applied by service providers which includes
New Development
As Service lead, the incumbent is responsible to ensure that new development activities is aligned with existing solution/service and business needs for changes. This means the incumbent must influence business requirements, give input towards most optimal solution from a business point of view, attend Design/Scoping sessions, sign-off BRS documentation and give input towards test cases, act as power user during training sessions (where applicable), conduct UAT and BRT and ensure deficiencies post deployment of solution is visible and being resolved
Training, Coaching and Accreditation
Responsible to ensure that all service staff is knowledgeable to provide a high-level service to Sanlam Reality members and distribution. What will make you successful in this role?
Positive mind-set with the ability to create and implement change
Goal-orientated and overcome challenges
Think on your feet
Understand what is required to transition a company to be leading edge in customer service experiences
Strong analytical and numerical ability
Experienced in Customer Service processes
Strong interpersonal skills across functions and companies
Problem solving thinker
Decision making
Maintaining relationships
Action/ Results orientation and Quality Orientation
Can do attitude Qualification and Experience
National Senior Certificate
4-5 years applicable experience (preferable in a distributed customer servicing environment)
Exposure to client call center environment
Exposure in training of back-end servicing Knowledge and Skills
Communication skills
Knowledge of client service analysis
Advanced Sanlam Reality business rules and -process knowledge
Service delivery experience where solutions are outsourced to different service providers
Ability to articulate client service concepts and issues in business terms
Ability to influence decisions and rules with expert functional knowledge. Behavioural Competencies
Honesty, integrity and respect
Positive, enthusiastic attitude
Team player
Ability to thrive under pressure
Agile and proactive Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Turnaround time
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.