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  • Posted: Mar 2, 2022
    Deadline: Not specified
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    Since our establishment in 1918, Sanlam has been a prominent part of the South African business landscape. We have always held a long-term view of how business adapts to the demands of the environment in which it operates. Today, in a dynamic world, we see an evolving set of social, economic, political and environmental imperatives that require our skilfu...
    Read more about this company

     

    First Line Manager

    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.

    What will make you successful in this role?

    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
    • 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 independently
    • Decision quality - Contributing independently
    • Directs work - Contributing independently
    • Plans and aligns - Contributing independently

    Method of Application

    Interested and qualified? Go to Sanlam Group on careers.sanlamcloud.co.za to apply

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