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First Line Manager: CCC

3 months ago

Cape Town, South Africa Sanlam Full time

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

• Be proficient in working with technology – computers, telephone systems and software applications 

Personal Attributes

Builds effective teams - Contributing independentlyDecision quality - Contributing independentlyDirects work - Contributing independentlyPlans 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 independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independently

Turnaround time

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

Should you not hear from us 4 weeks after the closing date (8 September 2024), please assume that your application has been unsuccessful.

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.