• Job Description

  Req#: 24994

  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?

  The Communication Centre: Support Manager will contribute to the high standard of quality client service to both financial intermediaries and investors and manage a team of consultants.

  Key outcomes

  The following outcomes will be expected to be achieved by the Support Manager:

  • Leadership
    • Leading team members to achieve Client Service’s strategic objectives
    • Growing and implementing the Glacier vision for the Communication Centre
  • Client Servicing
    • Delivering on contracted SLA’s
    • Provide resolution & guidelines for technical and escalated enquiries and complaints
    • Liaison role between Communication Centre, Glacier Client Services and Sales teams
    • Creating a culture of Treating Customers Fairly in the Communication Centre
  • Decision Making
    • Prioritisation / delegation of work
    • Analysing data and making data driven decisions
    • Management of workflow and efficiencies
  • Managerial Functions
    • Performance Management
    • Recruitment
    • General people management
    • Implementation of NWOW management structures and team processes
  • Coaching & Training
    • Ongoing Coaching & identification of training and development needs
    • Liaison and contracting with the coaching and training teams
    • Contracted development plans for team members

  Qualifications and experience

  • Matric / Grade 12
  • Relevant financial qualification and completion of Regulatory Exam 1
  • 3 – 5 years Glacier experience with exceptional Glacier product and process knowledge
  • Proven Call Centre management experience will be an advantage

  
  Competencies

  • Client focused
  • Collaborates
  • Drive Results
  • Cultivate Innovation
  • Be Resilient
  • Relationship Building Skills
  • Understanding of the financial intermediary market
  • Client Service Orientation
  • Strong communication skills
  • Training & Coaching skills
  • Analytical Thinking & Problem-solving skills
  • Leadership skills
  • Multitasking
  • Initiative / Function independently
  • Decision-making skills
  • Knowledge of economic principles & economic environment / investment products

  Attributes

  • Positive, enthusiastic attitude
  • Teamwork
  • Ability to thrive under pressure
  • Honesty, integrity and respect
  • Empathy
    

  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.

• About the company

  As one of the largest financial services groups in South Africa, Sanlam provides insurance, investment, financial planning & retirement advice to individuals, businesses & institutions.

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