Operations Manager: Sanlam Direct Cape Cc

Who are we?

Sanlam is dedicated to supporting, growing and empowering clients with affordable, easy and suitable solutions, primarily through face-to-face intermediary channels, but also directly. This role is within the financial planning business of Sanlam, which comprises a large force of both tied and independent intermediaries as we as the staff who support them. We are dedicated to meeting the financial needs of our clients. Our vision: We aspire to be the best at building enduring relationships by connecting clients with Sanlam through intermediaries and directly. We create sustainable value by attracting new clients, supporting ongoing client engagement and providing adaptive solutions designed to answer life’s financial questions. Ultimately we grow and protect wealth.
What will you do?

This is a management role reporting directly through to the SDC Call Centre Manager. This role also serves as a SDC Manco member. The role has several TL’s with their sales teams under operational management (this will includes combinations of Life, ST, GAP, Inbound, Underwriting). In addition to the strong people and operational focus, this role plays a role in the take on, execution and evaluation of all the campaigns dialled by the teams. Key responsibilities include;
- Manco responsibilities
- Form part of the SDC MANCO that takes collective accountability for the operational management and leadership of the business unit
- Ensure operational focus is aligned to achieving the SDC strategy and vision.
- Instil and drive a culture of high performance within the business to achieve goals
- Undertake a strong value driven leadership role for the team.
- Operational management of TL’s and team under management
- Understand and communicate the SDC business plan, targets/drivers for the year to the Team Leaders (TL)
- Cascade/translate the business plan down to a team level and contract specific TL targets for the year. (Life, ST~ incl MWL and Santam, GAP, Inbound and EFA’s)
- Drive business growth and volume/production, and manage business retention
- Ensure all team/sales processes are compliant and adhere to quality standards, and that all staff are properly trained and accredited to undertake their jobs effectively
- Put monitoring processes in place to track progress and adherence to attaining these targets
- Ensure operational efficiency, workflow optimisation and productivity within the teams/TL’s functioning.
- Ensure sound manpower planning and resource optimisation is undertaken in the teams (by TL’s) achieve required performance and productivity levels
- Oversee and manage that the underwriting processes and principles are correctly/compliantly applied by the underwriting team.
- Ensure and optimise client service standards, culture and delivery across the teams
- Campaign management
- Give input into and understand the capacity plan, campaign calendar and goals/targets of the different campaigns within the context of achieving the business plan.

**o Meet/work closely with the Manager**: Call Centre and the Business Development team to take on/receive all campaigns and understand the business requirements/focus/targets of these campaigns.
- Monitor and evaluate the performance of each campaign across all teams
- Undertake (1) real time feedback and campaign problem solving, as well as (2) overall post mortem reporting campaign

Processes, Budgets and Expense Management
- Process and systems optimisation
- Ensure proper business processes and systems integration is mapped and updated
- Undertake ongoing evaluation of existing sales/business processes and systems/tools to assess their effectiveness. Flag problems or improvements that need to be undertaken.
- Drive innovation and ensure processes and systems integration are future fit to achieve client needs and the SDC strategy.
- Work collaboratively with key stakeholders rendering support and solutions (i.e: BA’s, IT, systems/tool providers etc)
- Be actively involved in projects surrounding any changes or launches of processes, systems/tools to ensure solutions are sales/business focused
- Facilitate user acceptance testing and pilot launches within the teams
- Undertake the required change management and transitioning of process/systems changes within the teams.
- Budgets and expense management
- Be overall accountable for the budget and financial management of the teams, and the various team cost centres
- Annually, based on the SDC budget, create a budget for the operational area under management (teams). Assist the TL’s to create expense planning for their team cost centres
- Monitor all cost centres/accounts monthly and manage them accordingly with the Team Leaders
- Investigate and resolve expenses anomalies.
- Undertake monthly budget reporting, projections and exceptions.
- Create awareness of cost saving and expense management and initiate and drive special cut/save cost actions
- Approve expenses and authorise payments.
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