LISP Operations Manager at Sanlam Group

Job Purpose 

• To oversee the effective management and functioning of an administration department servicing clients within the LISP area. Managing the new business and maintenance areas, across different product types including Discretionary Products, Living Annuity policies, Endowment policies, and individual Retirement Funds.

Key Outcomes

• The following outcomes will be expected to be achieved:

Leadership

• Manage the team ensuring execution of their duties while ensuring that a high-performance culture is encouraged.
• Ensure the teams demonstrate the company’s Values. 
• Focus on improving employee engagement. 
• Manage culture, performance, talent, succession, and training needs of staff 
• Ensure staff compliance with company policies and procedures 
• Lead, motivate staff in handling change, and build trust and partnership. 
• Manage and improve client experience

Financial management

• Monitor and control team expense budgets including E&O root causes do not reoccur

Operational effectiveness

• Manage all admin processes within Individual New Business, Switches and Annuity Payroll which include:
• Processing of instructions within SLA and quality
• Ensuring overall data quality and Assurance 
• Ensuring all client communication is timely, informative and accurate
• Ensure reports are produced accurately & timeously to management, clients and regulators where applicable 
• Implementation of team related projects, testing and company initiatives 
• Resolve complaints and E&Os
• Ensure compliance with all legislation (eg POPI, FICA, FAIS) 

Stakeholder management

• Build and maintain exceptional internal and external client relationships by ensuring client satisfaction is achieved across all processes. Collaborate with internal stakeholders and ensure stakeholders are managed effectively.
• Drive customer loyalty and retention through excellence in customer service. 
• Ensure TCF values in all dealings with internal and external clients

​​​​​​​Qualifications and Experience

• Matric with Mathematics 
• Relevant Degree/ Tertiary Qualification 
• Leadership or Management Development Qualification
• 6-8 years’ experience in LISP Industry with 3 years management experience

​​​​​​​Competencies

• People management
• Client Service 
• Problem-solving 
• Analytical skills
• Innovative Thinking
• Performance driven
• Ability to function independently and work under pressure
• Communication Skills

​​​​​​​Attributes

• Positive, enthusiastic attitude 
• Teamwork
• Honesty, integrity and respect
• Self-starter and self confidence
• Ability to co-operate and thrive within independent and team environments

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