Communication Centre: Support Manager at Sanlam Group

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