First Line Manager: CCC at Sanlam Group

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