LISP Operations Manager

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.

What will you do?

Job Purpose

To oversee the effective management and functioning of an administration department servicing clients within the LISP area. Managing the new business and maintenance areas, across different product types including Discretionary Products, Living Annuity policies, Endowment policies, and individual Retirement Funds.

Key Outcomes

The following outcomes will be expected to be achieved:

Leadership

• Manage the team ensuring execution of their duties while ensuring that a high-performance culture is encouraged.
• Ensure the teams demonstrate the company's Values.
• Focus on improving employee engagement.
• Manage culture, performance, talent, succession, and training needs of staff
• Ensure staff compliance with company policies and procedures
• Lead, motivate staff in handling change, and build trust and partnership.
• Manage and improve client experience

Financial management

• Monitor and control team expense budgets including E&O root causes do not reoccur

Operational effectiveness

• Manage all admin processes within Individual New Business, Switches and Annuity Payroll which include:
• Processing of instructions within SLA and quality
• Ensuring overall data quality and Assurance
• Ensuring all client communication is timely, informative and accurate
• Ensure reports are produced accurately & timeously to management, clients and regulators where applicable
• Implementation of team related projects, testing and company initiatives
• Resolve complaints and E&Os
• Ensure compliance with all legislation (eg POPI, FICA, FAIS)

Stakeholder management

• Build and maintain exceptional internal and external client relationships by ensuring client satisfaction is achieved across all processes. Collaborate with internal stakeholders and ensure stakeholders are managed effectively.
• Drive customer loyalty and retention through excellence in customer service.
• Ensure TCF values in all dealings with internal and external clients

Qualifications and Experience

• Matric with Mathematics
• Relevant Degree/ Tertiary Qualification
• Leadership or Management Development Qualification
• 6-8 years' experience in LISP Industry with 3 years management experience

Competencies

• People management
• Client Service
• Problem-solving
• Analytical skills
• Innovative Thinking
• Performance driven
• Ability to function independently and work under pressure
• Communication Skills

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Honesty, integrity and respect
• Self-starter and self confidence
• Ability to co-operate and thrive within independent and team environments

What will make you successful in this role?

Qualification and Experience

Diploma or Grade 12 with 6 to 8 years related experience.

Knowledge and Skills

Support function management

Operations Management

Relationship Management

Management of employees

Personal Attributes

Optimises work processes - Contributing through others

Builds effective teams - Contributing through others

Decision quality - Contributing through others

Directs work - 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

Cultivates innovation - Contributing through others

Customer focus - Contributing through others

Drives results - Contributing through others

Collaborates - Contributing through others

Being resilient - Contributing through others

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

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.