First Line Manager at Sanlam Group

What will you do?

• 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 is a requirement. 

Knowledge and Experience: 

Must have insurance or call centre industry knowledge and an understanding of: 

• Leadership experience in managing a team within the Funds Administration environment. 
• Call Centre and Client Services business within Financial Services is essential. 
• Knowledge of the Individual Life Insurance processes and products.  
• Leadership experience in managing a team of agents. 
• Impact of legislation, e.g. FICA, Pension Funds Act.

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 

Knowledge and Skills

• Drive leads and service targets
• Call Centre control and reporting
• Budget and expenses
• Management of employees

Personal Attributes

• Builds effective teams - Contributing independently
• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently

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 independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently
• Turnaround time

Closing Date: 4 May 2026