First Line Manager 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. 

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

Closing Date: 31st, March 2022