Current Vacancies at Sanlam Group

What will you do?

This is a regional sales management role which is responsible for managing a team of new and vested Financial Advisors. You have to recruit advisors for your portfolio (new and experienced). You will be responsible for training, vesting and development of all advisors in your portfolio.

Output/Core Tasks

The expectations of the role is to:

• Create and drive sales plans, targets and growth
• Marketing and business building support
• Coaching and development of FA's
• Manage business retention processes
• Compliance and risk management
• Enable practice management
• Oversee quality and productivity management
• Provide effective People and Performance Management
• Recruiting and vesting of new and experienced Financial Intermediaries

What will make you successful in this role:

Qualification and Experience:

• Extensive Financial Services experience in a marketing/sales environment
• Sales and Operational Management
• Leadership experience of a team/business unit
• Management Diploma
• Commercial/Financial or business related diploma/degree
• CFP/RFP3 or equivalent (i.e.: 120 credits)
• RE
• Sales experience in the insurance industry i.e. prospecting and closing skills

Knowledge and Skills:

To be successful you will need to demonstrate good experience in:

I.T:

• MS: Office (Excel, Word, Powerpoint, MS Teams, Zoom, Outlook)
• Knowledge of social media i.e.: Facebook, TikTok and Instagram
• Use of Sanlam Advisor tools (i.e.: Sanfin, Leads program, Advice Partner, Sanlam Legacy, Sanport, Advisor Website etc)
• AUTONUB
• New business process management

Business/Management:

• Financial Services Industry Knowledge
• Financial Services Product Knowledge (Sanlam and competitors)
• Legal technical knowledge (product related)
• Relevant regulatory legislation and compliance knowledge (FAIS accredited)
• Business planning
• New and Existing business processes
• Management and approval of new business and quality of new business
• Advisor contracts and remuneration
• Developing and vesting of advisors, experienced or new to the industry
• Train advisors, oversee sales activities and run the day to day operations
• Sales and marketing processes and practices
• Leads management and campaigns and competitions
• Management and Leaderships skills to manage advisors
• Budgets and expense management
• Supervisory experience in financial services

Personal Qualities and Attributes:

• Cultivates Innovation
• Client Centricity
• Results Driven (Goal & KPI alignment)
• Collaborates
• Flexibility and Adaptability
• Drives Vision and Purpose of Sanlam and the Business Unit
• Business Insight
• Decision-making qualities
• Treating Customers Fairly
• Natural ability to coach and mentor
• Good communication skills
• Presentation and negotiation skills
• The ability to motivate team members
• Time management
• Empathy
• Tech-savvy on critical sales software

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What will you do?

This is a Senior Management role residing at Sanlam Head Office in Bellville, Cape Town, reporting directly to the Executive Head: Business Change & Transformation (BC&T). This role forms part of the Leadership/MANCO for the BC&T department.

The primary purpose of this role is to assume responsibility for the Agile Project and Program delivery function with respect to business and IT change implementations on behalf of the business units and clusters of the Sanlam Group Technology function, and includes the following services:

• Management of: Programs, Projects & Releases using appropriate Agile methodologies 
• Project Reporting, Risk Management and Governance
• Project Support Services
• Management of the Group-wide Lean Agile Centre of Excellence (LACE)

What will make you successful in this role?

Undertake a leadership role within Business Change

• Form part of Business Change MANCO team that takes collective accountability for the management and leadership of the department.
• In support and alignment with the SGT strategy, give input into the formulation of the Business Change Strategy and Vision/Direction.
• Undertake required business planning
• Co-create the department’s value proposition, focus and operational/business model for clients.
• Communicate/market, drive and integrate the strategy within the department with staff, as well as to clients.

Build a Strategic Agile PMO capability

• Research and understand strategies and trends in Large Scale IT and Business Change delivery models.
• Set strategy, provide thought leadership and lead capability area maturity.
• Design and maintain a large scale change portfolio management capability including vision, goals and objectives, processes, capabilities, governance, risk management and other appropriate practices.
• Design and implement effectiveness measures and KPI’s to ensure quality delivery.
• Create a centre of excellence that maintains, standards, practices and competencies required to manage different delivery models (Agile, Traditional).
• Act as Product Manager for the Lean Agile Centre of Excellence that promotes matures Agile ways of work across the Sanlam Group.
• Ensure effective support and administration capabilities are in place to compliment the delivery process.
• Resource and staff competency centres with appropriately experienced staff.
• Manage Budgets and risks for the capability areas that fall within the PMO.

Enable SGT Agile delivery

• Engage SGT capability areas and SGT Customers to position PMO offering and to manage demand for services.
• Define and set up projects, programmes and other initiatives to implement on strategic objectives of SGT and their customer base
• Ensure effective delivery and measurement against KPI’s that support quality, efficient delivery.
• Effect appropriate governance and oversight over delivery including:
  • Issue management, risks, dependencies, reporting, change control etc.
• Lead Project Managers, Programme Managers, Release Train Engineers and other delivery roles to deliver effectively.
• Manage the portfolio of delivery by facilitating and management of aspects such as risks, dependencies, issues and communication through appropriate forums, tools or ceremonies.
• Continually engage stakeholders with effective communication mechanisms for reporting, escalation, prioritization and issue resolution.
• Ensure change management processes are in place to deal with changes to the portfolio scope, priorities or dependencies.
• Maintain processes to manage portfolio funding and financial disciplines.

Qualifications

• Matric
• Degree in IT, Business or Commerce

Experience: 

• Minimum 10 years’ experience in running large scale Change Programmes across business and IT.
• At least 5 years heading up a technology PMO, or a significant portfolio of Change initiatives.
• Designing and implementing a PMO and related processes, governance, and reporting.
• The use of project portfolio management toolsets.
• Senior management/leadership experience with a sizeable team.
• Exposure and leadership roles in implementing Agile delivery models and practices.

Knowledge of the following:

Information Technology:

Sound conceptual understanding of IT development and architecture practices/ processes with experience in:

• Practical involvement in major IT change projects
• Practical understanding of IT development methodologies (Agile and Traditional)
• Understanding of tools used to effectively manage projects and project portfolio’s.

Business/Management:

• Financial Services Industry knowledge
• Leadership and People Management skills
• Budgets and expense management
• Relevant regulatory legislation and compliance knowledge
• Programme conceptualisation and business case formulation
• Organizational Change Management
• Business and Commercial Acumen
• Strategic stakeholder management planning and engagement approaches

Personal Attributes

• Balances stakeholders - Contributing strategically
• Directs work - Contributing strategically
• Manages complexity - Contributing strategically
• Plans and aligns - Contributing strategically
• Cultivates innovation - Contributing strategically
• Business insight - Contributing strategically

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What will you do?

The purpose of the job is to specify and maintain the detailed business requirements to support changes to the service offering and to analyse the performance of current business process models against business operational requirements and specify changes to close the gap whilst leveraging automation and AI technologies.

• Identify & define business requirements for new business models or changes to existing models (including application requirements and any graphical user information (GUI) requirements) - produce the Business Requirements Definition (BRD) & Business Requirements Specification (BRS), prepare business use case diagrams & test cases.
• Producing epic hypothesis statements, features and user stories in an agile working environment.
• Analyse & design new business processes & organisational structures to support business requirements.
• Create business process models, analyse models & identify variances from operational & performance requirement.
• Define & design changes to existing processes as required & ensure integration of changes into process environment and translate into features and stories.
• Work with the project manager, architects, & other team members to define non-functional requirements (including metrics & performance goals) for the application.
• Participate in transitioning the requirements & use cases to systems analysts & designers, and ensure a clear & complete understanding of the requirements.
• Participate in quality management reviews throughout the BCL & SDLC to ensure requirements are fulfilled.
• Review test approach & test cases to ensure coverage of relevant business scenarios, use cases & functionality defined.
• Participate in testing to ensure that business requirements have been met.
• As subject matter expert assist with investigations, business impact & benefits analysis, & updates of the business case.
• Assist with benefit realisation review.

What will make you successful in this role?

Qualifications:

• Matric with Mathematics  
• Accredited business/systems analysis diploma
• Relevant degree will be advantageous e. g, B. Com Information and Technology
• Relevant Agile methodology certification will be advantageous

Knowledge & Experience:

• > 4 years Knowledge /experience within the Life Assurance industry (or broader Financial Services industry).
• Business / System Analyses related experience.
• Knowledge of business & understanding of IT & ability to converse in both domains. 
• Understanding of /experience with analyses methodologies, process disciplines, BCL & SDLC methodologies (Waterfall & Agile).
• Ability to articulate complex or technical concepts & issues in business terms.
• Relationship development. 
• Changes to existing ( even substantial ) process changes & business initiatives.
• Alliance/contract management regarding external service providers/stakeholders an advantage.
• Application of Project Management principles - co-ordination, consultation, facilitation and delivery of
• operational / strategic initiatives an advantage.
• Computer literacy (MS Word and Excel and MS Visio). 
• Client journey mapping will be advantageous. 
• Sound knowledge of writing effective stories and the application of the appropriate agile techniques.
• Experience with end-to-end client journey process / system automation. 
• Experience with Automation Technologies e.g. Robotic Process Automation or Artificial Intelligence would be an advantage.
• Exposure to current client interfacing tools, such as WhatsApp, Chat Bots or Self-Service. 

Role specific competencies: 

• Conceptual and Detail thinker
• Strong analytical & numerical ability
• Problem solving skills  
• Good Communication Skills

Sanlam Core competencies:

• Cultivates innovation
• Client focus
• Drives results
• Collaborates
• Being Resilient

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What will you do?

Are you passionate about Agile methodologies and driving organizational agility? We're seeking an Agile Practice Lead to join our team and lead the adoption of Agile practices within our organization. As the Agile Practice Lead, you will play a pivotal role in developing and implementing an Agile strategy that aligns with our goals and objectives. Your expertise in Agile methodologies, coaching skills, and change management will be crucial in fostering a culture of continuous improvement and driving successful Agile adoption across teams and projects.

What will make you successful in this role?

• Develop and implement an Agile strategy that aligns with our organizational goals and objectives.
• Lead the adoption of Agile practices across teams and projects, providing guidance, coaching, and support.
• Ensure the consistent application of Agile practices by establishing standards, conducting audits, and providing feedback.
• Collaborate with organizational leaders to integrate Agile practices into the overall business strategy.
• Identify and overcome barriers to Agile adoption, facilitating communication and collaboration across teams.
• Monitor and measure the effectiveness of Agile practices, using metrics and data-driven insights to drive continuous improvement.
• Facilitate Agile ceremonies such as Sprint Planning, Daily Scrums, Sprint Reviews, and Retrospectives.
• Provide training and education on Agile practices to teams and stakeholders.
• Stay updated on industry trends and emerging methodologies, driving continuous improvement in Agile practices.

Qualifications

• Grade 12
• IT Qualification or Agile Certifications relevant to the area of expertise (such as Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO) or SAFE Agilist.

Knowledge and skills

• Strong understanding of Agile principles and methodologies such as Scrum, Kanban, and Lean.
• Excellent coaching and mentoring skills, with the ability to guide teams in adopting Agile practices effectively.
• Strong facilitation skills to lead Agile ceremonies and promote collaboration and decision-making.
• Excellent communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.
• Strong problem-solving and analytical skills, with the ability to identify and address barriers to Agile adoption.

Experience

• Proven experience as an Agile Practitioner, Agile Coach, or similar role.
• Minimum 10 years experience within a key Agile role.
• 5 years experience in driving Agile adoption within an organization, overcoming resistance to change, and fostering a culture of continuous improvement.

Knowledge and Skills

• Business requirement identification
• Agile development methodology
• Capacity Management
• Coach and mentor scrum masters

Personal Attributes

• Courage - Contributing through others
• Manages complexity - Contributing through others
• Optimises work processes - Contributing through others
• Plans and aligns - Contributing through others

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What will you do?

The Database Administrator’s role is to design, support, monitor, maintain, and performance tune production databases while ensuring high levels of data availability. This individual is also responsible for developing, implementing, and overseeing database policies and procedures to ensure the integrity and availability and recoverability of databases and their accompanying software.

What will make you successful in this role?

Strategy & Planning

• Assess and develop long-term strategic goals for production databases in conjunction with data owners and department managers.
• Work with application development staff to develop database architectures, coding standards, and quality assurance policies and procedures.
• Design and implement redundant systems, policies, and procedures for disaster recovery and data archiving to ensure effective protection and integrity of data assets.

Acquisitions & Deployment

• Conduct research and make recommendations on database products, services, protocols, and standards in support of procurement and development efforts.

Operational Management

• Create models for new database development and/or changes to existing ones.
• Install and configure relevant network components to ensure database access as well as database consistency and integrity.
• Respond to and resolve database access and performance issues.
• Assist developers with SQL optimization.
• Monitor database system details within the database, including stored procedures and execution time, and implement efficiency improvements.
• Monitor, optimize and allocate physical data storage for database systems.
• Plan and coordinate data migrations between systems.
• Develop, implement, and maintain change control and testing processes for modifications to databases.
• Create, or support creation of, required reports in response to business user needs.
• Perform database transaction and security audits.
• Establish appropriate end-user database access control levels and review reports.
• Develop routines for end users to facilitate best practices database use.
• Ensure maintenance plans are in place i.e. reorg of databases, index adviser, runstats, backups
• Responsible to identify and manage risks within your environment.

Qualifications

• Matric
• Degree or Diploma in Information Technology

Knowledge and Experience

• At least 5 years database administration experience
• Strong understanding of database structures, theories, principles, and practices
• Working technical experience with database design, maintain and support, including SQL code optimization
• Hands-on database tuning and troubleshooting experience
• Experience in DB2 LUW data base technology and tools (Data Server Manager)
• Experience in troubleshooting and resolving database integrity issues, locking and deadlocking issues,replication issues, log shipping issues, connectivity issues, security issues etc.
• Ability to detect and troubleshoot CPU, memory, I/O, disk space and other resource contention
• Knowledge of AIX and Linux environments
• Good understanding of scripting
• Good knowledge and implementation skills of applicable data privacy practices and laws

Knowledge and Skills

• IT Data Analysis
• Database Knowledge
• Database Security
• Project Coordination
• Risk Management

Personal Attributes

• Organisational savvy - Contributing through others
• Manages complexity - Contributing through others
• Plans and aligns - Contributing through others
• Optimises work processes - Contributing through others

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What will you do?

• Provide administrative and operational support for the IT Governance and Special Projects functions.

IT Governance:

•  Play a supporting and administrative role in the performance of regular IT Governance capability Assessments for the respective IT Functional Areas.
•  Prepare consolidated reports on the progress of the implementation of IT standards.
•  Perform administrative functions to ensure audit and risk management meet objectives in line with IT Governance.
•  Play an administrative role in ensuring that training takes place on approved processes for relevant IT personnel.
•  Drive the IT Governance and Special Projects function communication plan through collaboration with the SC IT Change Management Team. This includes managing the IT Governance Sharepoint site and update with relevant content.

IT Risk:

•  Prepare Audit and Risk Committee (ARC) reports.
•  Facilitate discussions with relevant stakeholders with regards to the ICT risk Register.
•  Play a support and admin role in consolidating feedback from relevant stakeholders pertaining to ICT recorded risks as per the risk schedules.

IT Audit Coordination:

•  Performs administrative duties as required.

Other:

•  Arrange for Minute-taking, processing registers and action lists, drafting of agendas and various functions to facilitate an expedient IT committees' management process

Qualification and Experience

• Bachelor's degree in Information Systems or similar qualification
•  ITIL, COBiT and CGEIT certification (Advantageous)
•  Previous governance and policy development experience is not essential but would be advantageous
•  1 to 2 years' experience in IT Governance, Risk Management and/or IT Compliance is not essential but would be advantageous.

Knowledge and Functional Skills

•  Experience in COBIT 5 implementation in an IT Environment (Advantageous)
•  COBIT tools, techniques and processes (Advantageous)
•  Business / client engagement skills
•  Planning and scheduling
•  Facilitation tools and techniques
•  MS Office (Visio, Word, Excel, PowerPoint, Outlook)
•  Analytical tools
•  General administration

Core Competencies

•  Cultivates innovation - Contributing independently
•  Customer focus - Contributing independently
•  Drives results - Contributing independently
•  Collaborates - Contributing independently
•  Being resilient - Contributing independently

Behavioural Competencies

•  Interpersonal savvy - Contributing independently
•  Decision quality - Contributing independently
•  Plans and aligns - Contributing independently
•  Optimises work processes - Contributing independently

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What will you do? 

This role is responsible for the direct coaching, vesting, developing, supervising and performance managing of a portfolio of newly appointed financial advisers for the first 24 months (the vesting and development period) of their employ ensuring they are retained, competent and productive as quickly as possible.

What will make you successful in this role? 

• Supervision and management of financial advisers during first 24 months of employment encompassing the following outputs:
•  Activity, productivity and performance management of newly appointed advisers
•  Up skilling newly appointed advisers on products, technical knowledge, systems, processes, compliance, legislation, etc.
•  Focused Coaching and Vesting to ensure that the FA undergoes all the necessary steps, processes and requirements to become vested as quickly as possible to full productivity.
•  Focused Development of FA’s in the different market segments i.e. Estate Planning, Investments, etc.
•  Recruitment of Financial Advisers
•  Sourcing and vesting new advisers in Key Accounts

Qualification and Experience:

•  Matric
•  Wealth Management /Financial Planning qualification
•  FAIS i.e. RE 5 & 120 Industry Credits
•  CFP would be an advantage
•  Management/Coaching Diploma would be advantageous
•  Marketing & Sales experience in the financial services industry.
•  3 – 5 years’ experience as a Financial Adviser /Planner in the middle to affluent market segment (proven track record)
•  Experience in mentoring/vesting of advisers
•  Previous management role would be advantageous
•  COB and CPD points

Knowledge and Skills:

•  Financial Services Industry and product knowledge (Sanlam and/or competitors) 
•  Legal technical Knowledge (financial advice related and product related), 
•  Financial/Assurance products (broad and background)
•  Management & developmental skills to manage/coach staff
•  Relevant regulatory, legislation and compliance knowledge (FAIS accredited)
•  Marketing/selling knowledge/skills (including 6 step sales cycle)
•  Activity and performance management
•  Fit & proper from a FAIS perspective to act as supervisor

Personal Qualities: 

•  Cultivates Innovation
•  Client Focus
•  Drives Results
•  Collaborates 
•  Flexible and Adaptable
•  Drives Vision and Purpose
•  Business Insight
•  Directs Work
•  Decision Quality 

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Division:

One of the largest businesses within the Sanlam Group, Sanlam Corporate (SC) specialises in the provision of risk, investment and administration services to institutions and retirement funds. Focused on meeting the unique needs of its diverse clients, SC assists companies in creating and delivering customised employee benefits solutions, including the collection of premiums and communication to fund members.

Responsibilities:

• Perform day-to-day Group Risk pricing work
• Monitor ongoing profitability of existing client portfolio
• Management of vulnerable schemes
• Pricing and benefit design of large and/or complex Group Risk schemes
• Enable new business acquisition and profitable growth
• Determining terms of new business
• Review terms of existing business

Responsibilities (continuous):

• Building and maintaining client relationships through service excellence and communication
• Teamwork and collaboration with the quotes and revisions teams as well as other key service areas like sales, member management, claims and underwriting
• Negotiation with clients, brokers, reinsurers and internal stakeholders
• Training and development of various stakeholders on Group Risk products and processes
• Assistance in query and complaints resolution
• Provide technical support to clients, cross-functional teams and projects
• Perform data analysis relating to emerging claims experience
• Input into product design and risk management
• Coaching of junior staff
• Take responsibility for own development and crafting of a personal development plan
• Initiate and drive business transformation projects

Qualification and Experience:

• Matric  (tertiary qualification an advantage)
• At least 15 years’ experience within a Group Risk environment essential

Knowledge:

• Holistic knowledge of the Group Risk Industry
• Exceptional communication skills – both verbal and written
• Able to coach and upskill others
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

Competencies:

• Demonstrate a business mindset
• Strong analytical ability and a critical thinker
• Enjoys working with people
• Socially confident and skilled at building and maintaining relationships
• Exceptional communication skills – both verbal and written
• Meticulous attention to detail
• Ability to motivate, develop and impart knowledge to others

Competencies (continues):

• Results focused and displays energy when performing tasks
• Ability to perform well under pressure
• Proficiency in Microsoft Office
• Able to manage self
• Willingness and ability coach/train others
• Proactive and a team player
• Ability to work on multiple clients, tasks and projects at once
• Demonstrates a winning mentality
• Competitive in nature
• Willing to travel

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Job purpose 

• To contribute to the processing, maintenance and management of tasks within the Investment Administration team.

Key outcomes  
The following outcomes will be expected to be achieved by the Investment Administration Consultant (IA) 

•  Daily nett/buy/sell transactional facilitation (manual and electronic) 
•  Daily price capturing (manual and electronic) 
•  Verification and capturing of Interest and dividend distributions 
•  Daily money market rate capturing 
•  Capturing and maintaining fund and wrap fund details
•  Quarterly Forex capturing
•  Stockbroker low fee income report
•  Daily cash focus payments 
•  Exception control reports & QMF’s (Query Management Facility)
•  Systems user-acceptance testing
•  General query resolution
•  Ad hoc projects

Qualifications and experience

•  A relevant financial qualification would be to your advantage
•  Excel skills on intermediate level would be to your advantage
•  At least  2 years’ relevant experience within the Collective Investment Schemes
•  Industry/LISP/Financial Services Industry would be to your advantage

Competencies

•  Client Focus: strive to build strong client relationships and deliver client centric solutions
•  Cultivates innovation: looking at creating new and better ways for the organisation to be successful
•  Collaborates: building partnerships and working collaboratively and inclusively with others to meet shared objectives
•  Drives results: consistently achieve results, with an entrepreneurial mind-set and a strong commercial focus, even under tough circumstances
•  Being Resilient: flexibility and adaptability you will rebound from setbacks and adversity when facing difficult situations
•  Mathematical Skills
•  Analytical, logical & conceptual thinking
•  Attention to detail & Accuracy
•  Problem solving skills
•  Planning and organising skills
•  Ability to work under pressure
•  Communication Skills

Attributes

•  Natural leadership ability
•  Positive, enthusiastic attitude 
•  Teamwork & task driven
•  Ability to thrive under pressure
•  Honesty, integrity and respect
•  Initiative

Qualification and Experience

• Grade 12 with 3 to 4 years related experience.

Knowledge and Skills

• Financial advice and support
• Assist with production target achievement
• Compliance
• Partnership and network building

Personal Attributes

• Business insight - Contributing independently
• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Plans and aligns - Contributing independently

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What will you do?

• Assist the marketing function with the implementation of integrated marketing plans in support of business objectives
• Develop project plans and monitor timelines and resources for the delivery of integrated marketing plans
• Budget tracking
• Supplier coordination
• Setup and dissemination of digital communication
• Stakeholder reporting

What will make you successful in this role?

• Ability to implement effectively and efficiently
• Ability to measure and analyse the effectiveness of marketing initiatives

Qualification and experience

• Relevant tertiary qualification or equivalent experience 
• Proven experience in project management
• A minimum of 5 years marketing experience, preferably in agency environment / financial services

Knowledge and skills

• Thorough knowledge and understanding of brand management, marketing and communication
• Practical work experience in a creative agency
• Advanced PowerPoint and Adobe skills

Personal qualities

• Pro-active self-starter
• Critical and strategic thinker
• Mature, confident, resilient
• Creative and innovative
• Analytical and detail-oriented
• Entrepreneurial
• Ability to perform under pressure
• Strong interpersonal skills with the ability to work in a cross-functional team
• Adaptable, functions well in a changing environment
• Results-oriented
• Excellent verbal and written communication skills
• Sound budget management and project management skills
• Strong problem-solving skills

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Overall purpose of the role:

As the Inhouse Helpdesk team leader, your role is pivotal in ensuring the smooth operation of the Inhouse Healthcare team at Simeka Health. You will be responsible for managing and supervising all aspects of the team's activities, from resolving escalations to providing support and guidance to team members. Your leadership will play a key role in maintaining high standards of service delivery, fostering a collaborative team environment, and ensuring that all operational processes are efficient and effective. By leveraging your expertise and experience, you will contribute to the success and growth of the Inhouse Healthcare team, ultimately making a positive impact on the overall healthcare services provided by Simeka Health.

Key Responsibilities:

• Demonstrate strong leadership skills to oversee an In-house Healthcare team handling advice, claims, queries, and the application process.
• Supervision and monitoring of advice and Intermediary services.
• Addressing escalations and complaints.
• Establishing an efficient administrative channel between clients and service providers.
• Communicating with clients in a professional manner, both in writing and verbally.
• Providing advice when required, monitoring retention and cross-selling to existing clients - Medical Schemes/Gap Cover/Primary Healthcare Insurance.

Key Responsibilities (contiouse)

• Compiling monthly Management and Broker Tools reports
• Managing incoming calls, group inboxes, logging queries and SRS requests..
• Monitoring claims and queries on the CRM within specified turnaround times.
• Offering ongoing training on processes and the CRM to align with business procedures.
• Ensuring compliance requirements and service level commitments are met.
• Cultivating relationships with Medical Schemes and Providers.
• Overseeing communication and the year-end advice process for Individual clients.
• Assisting with communication/campaigns to Individual clients.
• Supervision of Associate Healthcare Consultants.
• Providing training to the Centralized Service Centre as needed.

Qualification and Experience:

• Industry related Degree or Diploma (NQF level 5)
• Regulatory Examination RE5
• Regulatory Examination RE1 is advantageous.
• Full Accreditation with the Council for Medical Schemes (not under supervision)
• 3 – 5 years’ experience within the Healthcare environment
• 1 – 2 years Management / Team Leader / Call Centre experience in the healthcare environment
• Experience in healthcare training advantageous.

Knowledge and Skills:

• Working knowledge of operational processes.
• Healthcare administration systems
• Proven ability to lead a team.

Core Competencies:

• Cultivates Innovation by creating new and better ways for the organization to be successful.
• Client Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Personal Qualities:

• Organisational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.
• Manages Complexity – Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
• Drives Engagement – Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.
• Business Insight – Applying knowledge of the business and marketplace to advance the organisation’s goals.