Current Vacancies at Sanlam Group

What will you do?

• To promote Sanlam Retail Mass (SRM)’s products and increase market share through:
• Providing sound financial advice and a high level of client service in a Branch context.
• Creating opportunities for client optimisation and cross selling of value-added products

What will make you successful in this role?

Sales Delivery:

• Gain and maintain an in-depth understanding of SRM product ranges.
• Gain an understanding of the customer’s needs, financial goals and means, and provide the right product (or selection of products) that will satisfy the goals of the customer in the best and most affordable way possible.
• Continuously update and inform customers of new products, or changes in existing products. Manage, review, and incorporate the implications of product changes on the customer’s portfolio accordingly.
• Validate client details in line with product and regulatory requirements. Submit new business through the right channels.
• Conduct due diligence on clients to identify and flag risks.
• Manage own capacity to ensure daily appointments are being prioritised while allowing time for and capitalising on walk-in / non-appointment clients.

In-branch Client Service and Client Retention:

• Responsible for servicing and managing all client profiles to ensure clients remain on the books.
• Send payment reminders, conduct follow-ups, and remain in contact to address potential queries or to provide support.
• Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking corrective actions where required.
• Manage persistency of client payments in favour of both the branch and the client.
• Gain insight into client risk profiles to proactively identify where support will be required.
• Consult with clients on alternative payment arrangements and ensure it gets processed through and noted on the right platforms.
• Responsible for in-branch servicing in line with client experience standards:
• Apply product knowledge to accurately guide clients through policy cancellations and provide alternative options.
• Resolve various types of client queries in the branch as far as possible or escalate queries to the right stakeholders by using the existing escalation framework. Follow up on the status and continuously provide feedback to the client.

Quality, Compliance and Continuous Development:

• Remain up to date with and continuously adhere to compliance and quality standards.
• Keep up to date with own registration, product knowledge and maintenance of own CPD points.
• Identify risks and flag potentially fraudulent activities.
• Keep and store relevant records of advice.
• Log all activities as per regulations and standard operating procedures, and provide data to relevant stakeholders to inform reporting and decision making

Monthly Planning and Reporting:

• Responsible for reporting on activities daily, through using relevant technology platforms.
• Collate data on activities to deliver on weekly and monthly reporting deadlines.
• Perform any ad-hoc requirements as requested by the Retail Branch Manager

Qualification and Experience:

• 1-year experience in a sales or marketing capacity
• Experience within insurance branches an advantage
• Matric (Grade 12)
• RE5 advantageous
• FAIS Compliant (Wealth Management) as per DOFA requirements.
• Class of Business training (to be completed within 12-months of employment

Knowledge and Skills

• Broker Support
• Administration and processing of new and existing business
• Business Building
• Partnership Building
• Coach and develop others

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PURPOSE OF THE ROLE

• To promote Sanlam Retail Mass (SRM)’s products and increase market share through:
• Providing sound financial advice and a high level of client service in a Branch context.
• Creating opportunities for client optimisation and cross selling of value-added services.

KEY RESPONSIBILITIES

• Sales delivery
• Gain and maintain an in-depth understanding of SRM product ranges.
• Gain an understanding of the customer’s needs, financial goals and means, and provide the right product (or selection of products) that will satisfy the goals of the customer in the best and most affordable way possible.
• Continuously update and inform customers of new products, or changes in existing products. Manage, review, and incorporate the implications of product changes on the customer’s portfolio accordingly.
• Validate client details in line with product and regulatory requirements. Submit new business through the right channels.
• Conduct due diligence on clients to identify and flag risks.
• Manage own capacity to ensure daily appointments are being prioritised while allowing time for and capitalising on walk-in / non-appointment clients.

In-branch client service and client retention

• Responsible for servicing and managing all client profiles to ensure clients remain on the books.
• Send payment reminders, conduct follow-ups, and remain in contact to address potential queries or to provide support.
• Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking corrective actions where required.
• Manage persistency of client payments in favour of both the branch and the client.
• Gain insight into client risk profiles to proactively identify where support will be required.
• Consult with clients on alternative payment arrangements and ensure it gets processed through and noted on the right platforms.
• Responsible for in-branch servicing in line with client experience standards:
• Apply product knowledge to accurately guide clients through policy cancellations and provide alternative options.
• Resolve various types of client queries in the branch as far as possible or escalate queries to the right stakeholders by using the existing escalation framework. Follow up on the status and continuously provide feedback to the client.

Quality, compliance and continuous development

• Remain up to date with and continuously adhere to compliance and quality standards.
• Keep up to date with own registration, product knowledge and maintenance of own CPD points.
• Identify risks and flag potentially fraudulent activities.
• Keep and store relevant records of advice.
• Log all activities as per regulations and standard operating procedures, and provide data to relevant stakeholders to inform reporting and decision making

Monthly planning and reporting

• Responsible for reporting on activities daily, through using relevant technology platforms.
• Collate data on activities to deliver on weekly and monthly reporting deadlines.
• Perform any ad-hoc requirements as requested by the Retail Branch Manager.

KNOWLEDGE AND SKILLS
Knowledge:

• Client service.
• Sales and cross-selling tactics and strategies (client optimisation).
• Knowledge on the Insurance landscape including regulatory requirements and guidelines for selling and
• providing advice would be ideal.
• Knowledge on insurance products would be advantageous.

Experience:

• One year experience in a sales or marketing capacity
• Experience within insurance branches an advantage

SKILLS & COMPETENCIES

• Persistently focused on achieving targets
• Analysing information
• Technologically orientated
• Selling and influencing skills
• Critical thinking skills
• Strong communicator (verbally and in writing)
• Strong customer service orientation
• Organising skills
• Adaptable and open to learning

QUALIFICATIONS

• Matric (Grade 12)
• RE5 a must.
• FAIS Compliant (Wealth Management) as per DOFA requirements.
• Class of Business training (to be completed within 12-months of employment)
• CPD Hours

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What will you do?

• To grow the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.
• Guiding, integrating and standardising the activities, goals and objectives of various Sales Consultants in the branch, in line with the strategy.
• Leading a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.
• Assuming responsibility for the successful day to day maintenance and management of the Retail branch.
• Being a key representative for the retail branch in the industry.

What will make you successful in this role?

Strategy Development and Business Planning:

• Work with Area Manager and translate the Provincial strategy into a retail branch strategy, specifying targets, objectives and metrics.
• Contribute insights to monthly, quarterly and annual business planning for retail branches in the Region / Province.
• Responsible for managing operational costs in line with the allocated budget.
• Develop incentive tactics for the Branch Consultants and drive performance

Retail Branch Sales Delivery
Activations:

• Develop and execute strategies (campaigns / promotions / events / etc.) to entice and draw clients from outside of the branch.
• Plan and represent the branch at various forums / events / community platforms to establish awareness and gain business.

Sales and Operational Effectiveness:

• Communicate the Retail Branch strategy, sales targets and metrics to Branch Consultants. Identify Key Result Areas and work with Branch Consultants to develop and agree collective targets.
• Monitor activities and the achievement of sales targets in the branch. Identify areas of improvement and work with Branch Consultants to address / rectify.
• Work with Business Owners of supporting functions (HR, Technology, etc.), and put the right mechanisms in place (systems, processes, technology) to ensure the branch is able to deliver a service and achieve targets.
• Identify and escalate areas of improvement regarding support systems, processes, and technologies. Where possible, solve problems or propose solutions to prevent issues from reoccurring.

Establish and drive a Service Culture:

• Align processes and procedures in the Bank to allow for a smooth, efficient and optimal client experience.
• Develop, drive and monitor client experience, and client service delivery standards in the branch.
• Manage the daily achievements of and adherence to service delivery SLAs. Identify areas of continuous improvement and take corrective action to address it.
• Ensure all client complaints and queries are handled effectively, within SLA timeframes. Where relevant, respond to escalations and continuously provide feedback to clients regarding outcomes / progress of resolutions.

Compliance, Quality and Risk Management:

• Ensure compliance and quality standards are effectively communicated and adopted across the branch.
• Ensure alignment to the Treating the Customer Fairly (TCF) framework in all business practices and ensure the branch operates within the FSCA regulations.

People Management:

• Work with Human Resources and Talent Acquisition to put the necessary capacity / capability in place to achieve sales targets in the branch.
• Work with HR to establish and maintain good people practices in the branch.
• Responsible for all operational people practices relating to direct reports, in collaboration with the Human Resource Function (talent management, performance management, individual development and growth, resolving grievances, leave allocation, capacity management, etc.).
• Manage and support the accreditation and continuous professional growth of staff functioning in the branch.

Monthly Planning and Reporting

• Responsible for monthly reporting of sales and service activities in the Branch. Analyse data to identify areas of improvement and plan for the next month.
• Conduct monthly and annual planning based on reports

Qualification:

• Matric (Grade 12)
• RE1 and RE5
• 120 Wealth Management credits OR tertiary qualification recognised by the FSCA
• Class of Business accreditation (annual)
• Compliant with continuous professional development (CPD) current and past cycles.

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What will you do?

• As a Test Analyst within the Sanlam Quality Assurance Centre, you will provide testing services to the Epsilon squad..

What will make you successful in this role?

• Perform test scheduling and execution with all test cycles using the Agile way of working 
• Identify, define and design Regressive test requirements
• Identify Test Data
• Perform test case preparation
• Perform Regression testing
• Test documentation compilation 
• Identify and report test related errors, issues and risks.
• Liaise with test and business analysts on errors, issues and risks
• Adding Automated tests to framework and BDD will be an advantage

Qualification

• Grade 12
• ISTQB certification will be strongly recommended

Knowledge

• Computer Literacy including Windows operating systems, Microsoft Office Products, Internet and E-mail. 
• Knows of, and understand all forms of agile testing.
• Understand DevOps, CI/CD Pipeline and the Agile way of working 
• Has knowledge of all forms of testing, configuration management, and requirements management(preferable)
• Working knowledge of testing best practices and frameworks(preferable)

Knowledge of the below would be advantageous:

• SQL/basic database knowledge 
• JIRA
• Writing, running and executing BDD’s (Behaviour Driven Development)
• Writing step definitions
• Java
• Cucumber
• X-ray

Experience

• Experience in Epsilon transactions done in Sanlam Client Care Centre or Business Shared Services (Premium and Investments, Growth, Suspense, etc)  transactions, would be advantageous.
• Experience in financial services is required.
• A minimum of 2 - 3 years’ experience in agile testing within a DevOps solution design will be a strong recommendation
• Experience in testing the delivery of financial solutions is required

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What will you do?

• As part of the GI Center of Excellence within the Sanlam Allianz Africa Ops & IT team, the Business Analyst will be responsible for leading requirements gathering, documentation, and implementation of the configuration of new Policy Administration Systems for the GI Business. The role involves working across various countries (including Angola) to replace legacy General Insurance systems, ensuring seamless delivery and alignment with business needs. The Business Analyst will play a pivotal role in managing system configuration, defect management, UAT, and post-go-live support. Knowledge of the insurance sector is a requirement, with a focus on underwriting, claims, re-insurance, and finance.

What will make you successful in this role?

• Gather and document business requirements for each Line of Business, ensuring alignment with project goals of standardisation where possible.
• Perform gap analysis to identify areas needing improvement and system configuration adjustments.
• Manage the delivery of configuration coordinating with both business and offshore teams.
• Support testing, and UAT phases of the project in collaboration with Test Managers
• Manage release cycles, including documentation, defect tracking, and L1 support.
• Provide ongoing post-go-live support, including handling defect management and live issue resolution.
• Prepare FSDs (Functional Specification Documents).
• Conduct user orientation and training sessions for the system when necessary.
• Communicate regularly with project and programme management on project status, risks, and milestones.
• Self-manage and proactively seek solutions with minimal supervision.

Qualification and Experience

• Bachelor’s degree in Business Administration, Information Systems, or a related field.
• Minimum 5 years of experience in software implementation, in insurance field.
• Strong understanding of the software product release process, and ability to handle defect and support management.
• Experience in requirements gathering, documentation, and business analysis.

Knowledge and Skills

• Documentation & Reporting: Ability to prepare/review FSDs, technical & functional documentation and status reports.
• Communication Skills: Excellent written and oral communication, with strong presentation skills.
• Technical Skills: Knowledge of system configuration, testing, UAT, and live support processes.
• Certifications: CBAP, CCBA, or other relevant business analysis certifications recommended.

Core Competencies

• Cultivates Innovation
• Client Focus
• Drive Results
• Collaborates
• Flexibility and adaptability

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What will you do?

• The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.

What will make you successful in this role?

Assist in growing the Sanlam Adviser Business

• Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
• Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.

Undertake relevant behaviours to attain targets relating to:

• Revenue generation (Single and recurring premiums)
• Activity quotas
• Promote the Sanlam brand
• Treating customers fairly to be applied to all client engagements
• Role is aligned to your personal career aspirations

Networking, prospecting and leads generation

• Face to face interactions, social or business, to create business opportunities.
• Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
• Turning trusted relationships into business relationships.
• Strengthening existing relationships by increasing the current service.
• Use existing sources to establish opportunities across Sanlam businesses.
• Personalised client value propositions.
• Marketing on social media.
• Undertake selected client focused activities to generate leads and informal prospecting opportunities.
• Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
• Structuring and implementing focused campaigns with new or existing clients in the defined market.
• Requesting active and ongoing leads and referrals from others.
• Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.

Client consultations and sales

• Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
• Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
• Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
• Provide sound personal financial planning advice.
• Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
• Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
• Use relevant processes and system tools to capture analysis information and update records accordingly.
• Review cliens portfolio annually by undertaking the above steps.

Client Service

• Ensure all client interactions are ethical, courteous and professional.
• Follow-up or refer all existing business queries to be resolved timeously through support.
• Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
• Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
• Initiate long term client relationships and maintain a relational focus.

Monitor, update and reporting (weekly/monthly)

Document and present the following activities:

• Number and profile of contacts, appointments, consultations.
• Issued business and revenue against targets.
• Update client details on records.
• Appropriate workflow and activity monitor system entries.

Qualification and Experience

• Grade 12
• Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.

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What will you do? 

• Manage the achievement of business productivity, quality, manpower targets
• Manage compliance and business risk
• Manage the daily business operations
• Manage and develop the performance of staff
• Resolve escalated operational issues
• Manage budgets
• Allocate worksites or facilities
• Manage changes within the business
• Manage relationships with key stakeholders and clients
• Talent and succession management
• Ensure alignment to Treating Customers Fairly (TCF), in all business practices
• Manager of managers.
• Worksite management and relationship building

Qualification & experience 

• Grade 12
• Degree or a 3 year diploma in Finance/ Marketing/Business Management; or
• The recruit must have obtained a full qualification (120 Credits. at NQF level 4 would be required and NQF level 5 would be advantageous Categories B1 and B2) as per the FSB’s list of recognized qualifications at the point of recruitment. 
• Must have RE5
• RE1 is business requirement from the date of appointment

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What will you do?

• This role is responsible for interaction with clients, SFRE colleagues and facilities management service providers to ensure service delivery is aligned to business goals, contract KPAs and desired customer value proposition. The job entails being a principal liaison in overseeing the operational and maintenance management of various Sanlam sites mostly in regional areas through 3rd party service providers and landlords.

What will make you successful in this role?

Key result areas / Role outputs:

• Lease management in line with client business requirements and SFRE mandate
• Provide Facilities Management support to IT data rooms building services at various sites
• IFM vendor management and evaluation in line with SLA and customer expectations
• Governance, risk and compliance – OHS, finance and other regulations related to facilities
• Project Management – improving asset lifecycle and facility enhancement to derive better client experience and satisfaction, role out and closure of various sites based on business needs
• Client liaison – engage with various business leaders for buy in and approvals
• Security Management – manage various security services to ensure security of company assets and personnel at various sites
• Utilities management
• Vendor SLA management
• Budget and financial management
• Maintenance management, audits and reporting
• Continuous improvement and innovation in facilities management
• Asset register management
• Input in development of asset and departments procedure (SOP) etc
• Lease negotiations, projects roll outs, project management, risk and safety management, reporting and financial administration, environmental stewardship, emergency preparedness and business continuity, asset management, maintenance process.

Role Requirements:

Qualifications:

• National Diploma or Higher In-Built Environment (Property, Construction, Quantity Surveying, Facilities Management)
• SAFMA, GBCSA, IFM Accreditations and active participation is advantageous

Knowledge & Experience:

• 5 – 10 years in high paced corporate facilities environment
• Computer literate in MS Office with strong Excel skills
• OHS act and national building regulations (COCs, occupancy certificates etc), SANS standards, ISO quality management system, understanding of HVAC, electrical systems, carpentry and architectural drawings, elevators, fire alarms, plumbing.

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What will you do?

• Ensures maximum, efficient operation of facilities and equipment, as well as the care of all buildings, grounds and support equipment, through the direction of technical support staff made up of supervisors, technicians, custodians and the purchase of necessary outside technical and non-technical support.

What will make you successful in this role?

Key result areas / Role output:

• Lease management in line with client business requirements and SFRE mandate
• Provide Facilities Management support to IT data rooms building services at various sites
• IFM vendor management and evaluation in line with SLA and customer expectations
• Governance, risk and compliance – OHS, finance and other regulations related to facilities
• Project Management – improving asset lifecycle and facility enhancement to derive better client experience and satisfaction, role out and closure of various sites based on business needs
• Client liaison – engage with various business leaders for buy in and approvals
• Security Management – manage various security services to ensure security of company assets and personnel at various sites
• Utilities management
• Vendor SLA management
• Budget and financial management
• Maintenance management, audits and reporting
• Continuous improvement and innovation in facilities management
• Asset register management
• Input in development of asset and departments procedure (SOP) etc
• Lease negotiations, projects roll outs, project management, risk and safety management, reporting and financial administration, environmental stewardship, emergency preparedness and business continuity, asset management, maintenance process

Role Requirements:

Qualifications:

• National Diploma or Higher In-Built Environment (Property, Construction, Quantity Surveying, Facilities Management)
• SAFMA, GBCSA, IFM Accreditations and active participation is advantageous

Knowledge & Experience:

• 5 – 10 years in high paced corporate facilities environment
• Computer literate in MS Office with strong Excel skills
• OHS act and national building regulations (COCs, occupancy certificates etc), SANS standards, ISO quality management system, understanding of HVAC, electrical systems, carpentry and architectural drawings, elevators, fire alarms, plumbing.

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What will make you successful in this role?

• Excellent communication skills, both written and verbal. 
• Good knowledge about the product
• Excellent sales ability
• Target driven 
• Good risk awareness and understanding of legislative requirements
• The ability to navigate systems
• Team work

Qualification and Experience

• FAIS qualification is a requirement if the Date Of First Appointment has expired or close to the expiry for the completion of the FAIS Qualification 
• RE is not a requirement
• Matric / Grade 12 or international equivalent industry relevant training courses
• Min 1 year sales experience in a contact centre environment
• Min 1 year sales experience in a similar sales role

Role Responsibilities

• Continuously identifying new business opportunities
• Exceed in all business targets such as sales and compliance targets
• Keep up to date with product changes and enhancement
• Capture Customer information correctly, timeously and accurately
• Ensure that the Sanlam Brand is actively promoted to establish a presence in the market 
• Gather competitor information and act upon such information
• Ensure that customer applications/documentation for products are fully completed, processed and monitor progress
• Connect with our customers by living up to our brand promise
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs
• Conduct business in an ethical manner at all times
• Take ownership of solving our customers problems or queries as efficiently and quickly as possible
• Adhere to the TCF (Treating Customers fairly) principles 
• Maximize cross-sell opportunities identified aligned to customer needs based customer needs analysis
• Ensure activities support cost containment and reduction
• Always comply with procedures and processes contained in the relevant business guidelines
• Takes accountability for own performance, personal and career development
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs

Knowledge and Skills

• Strong knowledge in the contact centre environment
• Knowledge of the financial service and personal loans industry
• Influencing skills
• Literacy and numeracy skills
• Interpersonal skills