Fresh Jobs at Sanlam

What will make you successful in this role?

• Performing impact assessments on BAU changes and support requests received from business, clients and vendors.
• Gathering information and analyzing user requirements for business process improvements and system enhancements.
• Writing business and functional specifications for business process and/or system enhancements.
• Engaging with outsourced partners to complete requirement specifications and impact assessments.
• Integration analysis, data analysis, dash-boarding and reporting specifications.
• Engage with Project Business analysts in order to provide post-project implementation support to business 
• Work with key stakeholders to ensure business requirements, rules and controls are documented and signed off.
• Facilitate regular forums where the backlog of work is prioritized by key stakeholders.
• Participate in formal application change control processes.
• Participate in formal incident management processes with both internal and external (Outsourced) teams.
• Contribute to the evaluation and improvement of the strategic and operational elements of the IT Support Process
• Act as a source of leadership and guidance for the IT support team.

Qualification and Experience

• Matric and Relevant IT tertiary qualification
• A formal Business Analysis certification
• Minimum of 10 years’ experience in a similar role
• Collective Investment Schemes experience is essential
• Experience with tax reporting would be beneficial.
• BI Experience would be beneficial
• Experience in System Analysis and Design would be beneficial

Competencies

Technical: 

• Strong working knowledge of administrative business processes, data environment analysis and reporting analysis is essential.
• Ability to write SQL queries to an intermediate level.
• Ability to perform process mapping and design.
• Ability to compile test plans and test cases.
• Ability to transfer knowledge to users, trainers and peers.
• Strong facilitation skills for meetings, workshops and forums.
•  Ability to package and present analysis with recommendations to management and executive teams.

Behavioural: 

• Strong attention to detail.
• Proactive approach.
• Customer Focused 
• Cultivates a culture of Innovation 
• Ability to frame problems and develop solutions aligned to strategic objectives.
• Ability to work in complex, changing environments.
• Collaborates 
• Being Resilient 
• Drives results 
• Ability to perform well under pressure.
• Willingness to learn new systems.

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What will you do?

• Selling products telephonically
• Achievement of sales targets and objectives
• Adherence to Quality and Compliance processes to minimize business risk
• Manage your quality & compliance against benchmarks to minimize business risk, with the client in mind
• Maintain optimal operational efficiencies based on productivity measures
• Adapt and change to fit in with changing business operational requirements
• Resolve complaints and objections
• Build and maintain good client relationships
• Managing information regarding new products, rate changes, rulings, training updates etc.
• Keep abreast of developments and trends in the Industry – self learning
• Ensure commitment to the FAIS Fit & Proper qualification requirements

What will make you successful in this role?

Qualification & experience

• Grade 12 or a relevant NQF 4 qualification
• 2 years’ experience within a Sales Outbound Call Centre, or at least 2 years’ face to face sales experience (with targets attached to the sales)
• Financial services experience (advantageous)

Knowledge and skills

• Good understanding of Financial Services Industry related legislation and regulation
• Understanding of sales processes and servicing industry
• Outbound Sales experience is required
• Fluency in English and one other South African official language
• A clear criminal and credit record
• Commitment to the FAIS Act and meeting Fit & Proper qualification requirements
• Willingness to work overtime

Personal qualities

• Selling skills
• Computer literacy
• Communication
• Planning and organising
• Building and maintaining relationships
• Treating Customers Fairly 
• Results Driven/Achievement orientated
• Continuous learning
• Tenacity

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What will you do?

• Telephonic retentions on arrear policies (outbound and inbound)
• To provide efficient and quality service to the customer
• Application of the standard operating procedures in place
• Manage and lead a team of consultants to achieve team goals
• Drive quality client engagement through ongoing quality assurance and coaching sessions
• Set and manage campaigns to improve customer retention
• Manage abandon rates and drive SLA
• Performance manage poor performers
• Implement Key performances attributes and measure team against outcomes
• Compliance to industry legislation and guidelines governing collection of arrear premiums on insurance products
• Tracking of outcomes for all policies handled to determine where escalated treatment is needed
• Responsible for daily/weekly/monthly reporting
• Obtain and provide information from/to various stakeholders (Billing, Finance, etc)
• Query and complaint handling
• Identify problem areas and trends, propose resolution and prevention

What will make you successful in this role?

Qualification & experience

• Matric 
• Additional studies of a financial nature (in progress or complete)

Knowledge and skills

• At least two years’ experience in the financial services industry. Call Centre experience an advantage.
• Advanced MS Office (Excel, PowerPoint) Personal qualities
• Well-developed communication (written & verbal) skills

Personal Qualities

• Negotiating Skills
• Assertiveness
• Conflict Management
• Accuracy and attention to detail
• Analysing
• Relating & networking
• Adapting and responding to change
• Problem solving
• Ability to work independently and be a team player
• Good planning and organisational skills
• Proactivity
• Confidence and Decisiveness

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What will you do?

This specialist role collaborates with the legal consultant and other relevant internal stakeholders - this role will fulfil a dual purpose of analyst and legal help desk. 

Provide a comprehensive and effective financial needs analysis, in a written format, of the external client’s current financial context and possible recommendations. The Financial Planning Analyst will engage with a number of elements relating to the client’s requirements, such as Business Assurance Planning, Estate Planning and Retirement Planning - where relevant, with the aim of providing a legislatively compliant analysis of the external client’s current financial scenario, with relevant recommendations. This role focuses on primarily supporting the legal consultants who work with financial intermediaries, who advise High Net Worth clients.

The role also aims to provide telephonic and electronic technical legal support to intermediaries (the client) and legal consultants, with the core aim of fielding their legislative/compliance/estate planning questions relating to the Sanlam product offering, by researching the enquiry via relevant internal stakeholders or electronic/hardcopy resources and packaging the information in an appropriate and easily understandable manner, when responding to the intermediary or legal consultant either directly or via the Legal Helpdesk. 

What will make you successful in this role?

• Conduct financial needs analyses and drafting of plans by:
  1. Gathering appropriate information regarding client’s needs and requirements
  2. Analysing all relevant information obtained
  3. Generating quality recommendations that are legislatively compliant
• Create financial plans and solutions for presentation to clients through the Intermediaries or legal Consultants 
• Review and enhance work processes
• Build and manage relationships with stakeholders
• Conduct research, develop, and facilitate discussions or training when needed
• Maintain the service level agreements established on the legal help desk

Qualification and experience

• Grade 12 with Mathematics
• BCom LLB or LLB / qualified attorney (BCom LLB preferred as a result of the commercial / numerical focus) will be advantageous
• Post graduate Diploma in Financial Planning or in process
• 3-5 years’ relevant experience in Financial Service environment and Insurance Industry, specifically experience in Financial and Estate Planning

Knowledge and skills

• Financial calculations, projections, analyses
• Financial Services Industry Knowledge 
• Insurance product knowledge
• Sanlam Product Knowledge (retirement, investment and estate planning, business assurance).  Must do annual product accreditation on all relevant Sanlam products
• Knowledge of income tax laws
• Knowledge of estate planning environment / estate administration process
• Knowledge of retirement rules and business assurance
• Financial markets and instruments
• Compliance laws and relevant requirements for Financial Services 
• Computer skills (MS office i.e., Word, Excel, PowerPoint)

Core competencies

• Cultivates Innovation
• Customer Focus
• Drives Results
• Collaborates
• Being Resilient

Personal attributes

• Builds networks
• Business insight
• Manages complexity
• Persuades
• Decision Making
• Plans and aligns
• Optimizes work processes
• Communicates effectively
• Nimble learning
• Good analytical and conceptual thinking abilities
• Good relationship building and communication

Closing Date: 29th June 2022

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What will you do?
The Performance Test Engineer will manage multiple complex projects for performance testing initiatives. The PTE will assess the performance needs of an application and develop a performance test strategy to evaluate application/infrastructure performance, while working with scrum teams, architecture, and infrastructure teams. The PTE will be responsible for conducting in-depth analysis and troubleshooting to identify root cause of performance-related issues and performance improvement opportunities, providing technical leadership, assisting the development team in identifying coding improvements, and coaching/mentoring performance test engineers and scrum teams on performance testing best practices

As our Performance Test Engineer, you must be able to communicate risks, employ appropriate risk mitigation strategies and tactics, and effectively communicate and engage with stakeholders at all levels

What will make you successful in this role?
Qualifications:

• BSc degree in Information Technology, Computer Science, Engineering, or a related field required
• ISTQB Performance Testing Certification advantageous

Experience:

• Experience - 3 to 5 year’s experience in an Automation and Performance Testing environment
• Ability to identify potential issues and ensure minimisation of recurring problems by managing defects and performing code reviews         Application
• Layer (Java, Python, etc.) and Infrastructure (Windows, Linux, etc.)
• Requirement Gathering, Scripting, Scenario designing and Execution, Performance Analysis
• Baseline Testing, Load Testing, Stress Testing and Endurance Testing
• Monitoring Client side and server-side resources using Perfmon, HP Site scope And JVM monitoring tools
• Experience in testing and test tools advantageous
• Functional knowledge of DevOps Concepts, Agile Methodologies, and DevOps tools advantageous
• Experience in optimizing system components such as CPU/Memory/Disk/OS/Application software for maximizing computer resources utilization
• Minimum 5 years SQL knowledge
• Java, Maven and Bamboo knowledge experience 
• Hands on experience working with Microfocus LoadRunner, NeoLoad and Apache Jmeter tools 
• Experience in Application, DB and Services performance testing

Knowledge:

• Understand Environment needs, Data needs
• Working knowledge of Test Reporting and Metrics
• Should have very good knowledge on NFR gathering and Test plan designing
• Ensure a positive user experience for our customers by performing load and performance testing across multiple products to verify that c       our applications meet industry standards for reliability and response time
• Analyse system usage from test results (identify memory leaks, connection issues, bottlenecks, etc.)
• Knowledge in APM tools - Dynatrace, AppDynamics, newrelic and datadog beneficial 
• Awareness of Existing Web and Mobile Technologies
• Has a good understanding of general SDLC attributes and activities
• Computer Literacy including Windows and Mac operating systems 

Competencies:

• Ability to communicate with all levels of management from supervisory to senior management level
• Accountable for commitments made and schedule deliverables
• Ability to help foster a team-oriented environment
• Results Driven
• Accuracy
• Analytical thinking
• Quality of decisions
• Customer service
• Communication skills
• Conceptual thinking 
• Proactive and Initiative
• Ability to work independently
• Planning and organising

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We are looking for an individual who wants to develop skills and progress their career in data analytics. Learn and leverage a variety of data analytical tools and methods, including data visualisation best practice, to turn data into actionable insights with demonstrable business impact.
If you believe you have what it takes, then join the team and assist us to develop our data analytics capability as you grow your skills and competencies in this exciting and sought-over field. 
Your responsibilities will span all aspects of data analytics. From working with business representatives and product owners to define and elicit requirements, to preparing and analysing data from varying sources, to building dashboards that highlight key information and insights.

What will you do?

Key result areas

Data Preparation

• Acquire data from various data sources
• Assess the effectiveness and accuracy of data sources 
• Process, cleanse and verify the integrity and suitability of data used for analysis
• Combine and transform the data into interpretable datasets, reports or dashboards
• Ensure that business requirements and subsequent activities are supported by accurate information

Analysis and Visualisation

• Interpret data and analyse outputs using relevant analytical techniques
• Identify, analyse, and interpret trends or patterns in data sets
• Use data to answer key questions about the business
• Present information as reports and/or dashboards using best practice data visualisation techniques
• Maintain, expand and optimise dashboards and ongoing reports
• Respond to ad hoc business requests

Stakeholder engagement

• Gather requirements from different business stakeholders & product owners
• Present information, solutions and dashboard back to stakeholders 

What will make you successful in this role?

Requirements

• Bachelors degree (information systems/statistics/data or computer science/engineering) or equivalent
• Functional experience in analytics, data visualisation or reporting.

Knowledge and Experience 

• 1-2 years of experience manipulating data sets and building dashboards
• Business experience in financial services would be advantageous 
• Strong analytical-thinking and problem-solving abilities
• Excellent written and verbal communication skills
• Experience working with data in various data sources and databases
• Strong knowledge of and experience with reporting packages (Business Objects), databases (SAP HANA, Cloudera), querying (SQL)
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• Ability to translate business requirements into non-technical terms.
• Demonstrated experience in handling large data sets and relational databases.
• Experience working in an agile environment
• Excellent attention to detail

Competencies 

• Analytical thinking
• Results driven
• Accuracy
• Communication skills
• Accountability
• Innovative thinking
• Building and maintaining relationships
• Team success
• Adaptability

Closing Date: 27th, June 2022

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Overall purpose of the role

The Senior Client Solutions Manager is responsible for managing and executing the sales and distribution strategy for our identified markets and distribution channels.  

Key Responsibilities

Strategy

• Contribute to the development of the Sanlam Corporate distribution strategy.
• Interpret, execute and enhance the distribution strategy with client and market insights.
• Provide insights on market changes, competitors, risks, opportunities and threats to undertake corrective actions if required regarding the effectiveness of the strategy execution.
• Enhance tools and systems to provide critical market information to the Head of Distribution and make actionable recommendations on both strategy and operations.
• Monitor and track MIS/reporting to stay abreast of trends impacting the distribution strategy.  

Growing the Business Profitably:

• Grow the targeted market share by delivering on sales and client targets.
• Manage processes that will assist growth in market share in both the intermediated and direct business.
• Establish and maintain a commercial relationship in all broker spaces stratified as big, medium and small brokers.
• Focus on development and execution of a sustainable new business pipeline through end to end client relationship management.
• Develop and drive an effective solution-focused and consultative sales process to ensure clients’ needs are met and exceeded. 
• Use insights on market and competitors and share feedback on challenges and stumbling blocks impacting the growth strategy.
• Mobilise the relevant teams in the organization to achieve organisation’s Net Fund Flow targets
• Manage the cost-effectiveness of Distribution practices and processes.
• Enable innovative distribution models and execute enhancements.   
• Identify, manage and mitigate Distribution risks.

Alignment:

• Understand client challenges to drive holistic solutions.
• Management of key stakeholder relationships across the SC cluster and the broader Sanlam Group).
• Promote the Sanlam brand, the Sanlam Corporate brand (in particular), and image by networking with key industry stakeholders and peers.

People Management

• Manage efficiencies and productivity across distribution channels through growing, guiding and coaching team members through an inspirational leadership approach.  
• Drive a culture of high performance and client centricity through the development of an aligned, professional and proactive Distribution team who delivers against the agreed business targets and objectives.
• Develop a talent pipeline for succession planning and drive transformation.

Qualification and Experience

• Relevant tertiary qualification (Post graduate qualification in organisational management or finance).
• Experience as a Senior Principal Employee Benefits or Investment Consultant would be advantageous.
• Extensive sales and distribution management experience in financial services (min 8 years).
• Experience in strategic and operational client relationship management, client services.
• Demonstrable network within the institutional space.
• Strong commercial acumen and a proven sales track record.
• Outstanding communication skills – written, verbal and presentation skills.
• Proven experience in execute strategy in particular client strategies that deliver commercial value.
• Ability to lead teams and be a manager of managers
• Ability to coach, influence and inspire

Core Competencies

• Cultivates Innovation by creating new and better ways for the organisation 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.

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What will you do?

Key Responsibilities:

• The Retirement Benefits Counsellor will assist members with support during onboarding, and provide support to beneficiaries and members regarding risk benefits through:
• Telephonic and written counselling, information, and support
• Technical product knowledge of retirement funds and retirement-related investment products
• Technical knowledge of risk benefits such as death, disability and critical illness
• Creating a positive client experience
• Effective and technically competent resolution of queries and complaints
• Maintain and improve in-house systems and business processes
• Collaboration and relationship management with internal and external stakeholders
• Efficient administration
• Dealing with complaints efficiently and fairly

What will make you successful in this role?

• Relevant tertiary qualification (related to financial planning)
• Minimum 2 – 5 years’ experience dealing with clients within an Employee Benefits and/or Financial Planning environment
• Minimum 2 – 5 years’ experience dealing with risk benefits in an Employee Benefits and/or Financial Planning environment

Personal Qualities

• Organisational Savvy – Manoeuvring 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.
• Displays Care – Showing care and consideration to our clients that extends beyond professionalism

Knowledge and Skills

• Investment Industry Knowledge
• Business knowledge and analysis
• Client Communication
• Compliance and Risk Management monitoring
• Reporting and Administration

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What will you do?
To coordinate and enable importing, cleaning, transforming, validating or modelling data with the purpose of understanding or making conclusions from the data for decision making purposes. To present data in graphs, charts and tables for business insight and consumption.

What will make you successful in this role?

• Source relevant data from multiple internal and external sources for the facilitation of business data support and business decision making.
• Filter and clean data, influence upstream data loading processes, identify data anomalies and inconsistencies as a holistic goal to achieve high levels of data quality.
• Interpret data, analyse results using statistical techniques and provide ongoing reports.
• Have a deep insight into data, use of data and attention to detail in ensuring data quality and qualitative use and presentation of the data.
• Develop and implement data collection systems and other strategies that optimise statistical efficiency and data quality.
• Develop dashboards, data presentations, and perform analytical insight on a regular basis to support the business 
• Identify, analyse, and interpret trends or patterns in complex data sets.
• Have a clear understanding of business objectives and use this as insight for information development, by engaging with multiple business teams.

Qualification and Experience

• Graduate, BSc in Mathematics, Economics, Computer Science, Information Management or Statistics
• Proven working experience as a data analyst.
• Technical expertise regarding data models, database design development, data mining and segmentation techniques.
• Knowledge of statistics and experience using statistical packages for analysing large datasets (Excel, R, etc.)
• Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy.

Knowledge and Skills

• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Knowledge of statistics and experience using statistical packages for analysing large datasets (Excel, R, etc.)
• Ability to understand and explain data
• Excellent written and verbal communication skills
• Strong analytical skills with the ability to collect, organise, analyse and disseminate significant amounts of information with attention to detail and accuracy

Behavioural Competencies

• Keen listening, understanding and high grasping skills
• Self-driven and goal oriented
• Driving & Co-ordination skills
• Good inter & intra personal skills
• Strong attention to detail

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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 services. Recommends equipment modification for upgrades. Develops and maintains preventative maintenance programs. Sets priorities for projects and work orders. Enforces safety and housekeeping practices.

What will make you successful in this role?

• Ensure the delivery of Facilities Management services to a high standard.  Identifying opportunities that will continuously improve all aspects of FM operations
• Focus on quality-of-service delivery, ensuring best practice
• Overall responsibility for all soft, hard and business support services
• Lead the Energy Management and Environmental/Sustainability focus for FM
• Support the development of FM contracts and contractor management
• Leading the FM Procurement strategy and benchmarking projects
• Responsibility for the delivery of FM Helpdesk services and systems
• Support and lead the management of all Hard Services Incl. Asset Management across M&E plant, Buildings & Equipment and PPM scheduling
• Ensure records are created and maintained for building (site log books) to demonstrate full operational procedures are followed
• Ensure team and stake holder relationship with Facilities enduser, Building Services Manager, Finance, Legal, Divisional/Brand Heads on service charges, rates and lease requirements
• Manage office space utilisation and continuously develop “ways of working” together with the Space optimisation specialist
• Lead and develop the management of on/off site storage requirements
• Management and reporting of Facilities budgets supported by Finance business partner
• Work across the business to support all aspects of operational service delivery together with the operations manager.
• Organise and chair weekly operations meetings and ensure all objectives and requirements are clearly communicated across the team
• To advise the space optimisation team in the allocation of space and office accommodation within the building.
• Support the operations manager when developing, reviewing and keeping the Business Continuity Plan and arrangements up to date, fit for purpose and regularly tested
• Create, manage, deliver the annual Facilities budget.
• Assess and forecast financial performance, including comparison of actuals to budget, consider outlook and manage activity to deliver agreed financial outcomes.
• Motivate, develop and lead a brilliant team and build great relationships with external suppliers (including catering, cleaning, M&E, storage, utilities, real estate, car fleet etc.) making sure contracts are well managed and issues are escalated and resolved as appropriate. You’ll also have a great network in the facilities industry.
• Planning and scheduling the team onto projects, delegating and bringing insight into ways to prioritise and smooth demand so that you make the best use of the skills your team have.
• Must be able to build trust and confidence through open communications and informing colleagues about issues that will affect their role.
• Maintain the safety management system for contractors, including induction processes, permits to work, CDM Site Safety Plans etc.
• Assist with the Quality Management process for appointing and managing suppliers and contractors
• Extensive experience in all disciplines of facilities management
• Experience of facilities management systems, procedures and process workflows
• Solid and proven experience in managing teams to drive results

Qualification and Experience

• Appropriate Built environment B degree
• Extensive experience within a similar environment

Knowledge and Skills

• Knowledge of safety, health an environmental programs and its legislation
• Knowledge of SLA’s and management of contracts
• Konwledge of labour relations

Behavioural Competencies

• Flexible and Adaptable (Being Resilient) 
• Excellent Communication
• Influencing & Negotiation skills

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What will you do?

Responsible for planning, coordinating and organizing the activities associated with facilities space planning. The purpose of the role is to review construction plans and specifications; and coordinate and conduct on-site inspections to ensure proper space planning measures and protocols are utilized.

What will make you successful in this role?

• Coordinate and managing the long- and short-term space planning needs for all departments
• Review construction plans and specifications
• Work with Facilities Maintenance Department on facility projects to ensure integrity of planning is incorporated into the design and construction phases of the project
• Obtain current information of the Sanlam Group’s facility inventory and furniture
• Update and revise information in a computerized or automated format system to provide:
• Employee locations, 
• Assess space needs for equipment. 
• Parking; 
• Ensure appropriate involvement of Sanlam Group departments and assign contractors 

Other responsibilities include: 

1. prioritizing, scheduling and monitoring requests;
2. maintains databases, project files, spreadsheets and related documentation on new construction, renovations, remodels, and expansions; 
3. payments to contractors upon completion of tasks
4. meeting with affected departments to recommend changes in space utilization or assignment; and identifying and resolving 

Qualification and Experience

• B degree or relevant NQF 7 qualification
• 5-10 years’ experience
• Managing and leading a team
• Project and people management skills
• Contract Management experience

Knowledge and Skills

• Sound knowledge of Space Planning and Design principles
• Knowledge of CAD, REVVIT and appropriate layout and design software.
• Knowledge of local and national laws and by-laws relating to building management and Construction.
• Possess project and people management skills

Behavioral Competencies

• Flexible and Adaptable (Being Resilient) 
• Excellent Communication
• Influencing & Negotiation skills

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What will you do?

Responsible for planning and scheduling work to maintain the designed reliability of equipment. Job plans created by the Maintenance Planner are intended to maintain or extend the life expectancy of equipment therefore aiding in the total reduction of maintenance cost and increased output of product. Interact and communicate regularly with Operations and Maintenance teams. Principal contact and liaison person between Maintenance, Operations and other departments.

What will make you successful in this role?

• Manage operational services and ensure service provider complies to service level agreements
• Ensures achievement of sustainability targets in respect of energy, water and waste
• Plan and manage projects in accordance with PMBOK guidelines
• Manage facilities budgets in line with the company’s financial policies and procedures    
• Ensures that all internal beneficiaries of Maintenance receive timely, efficient and quality service 
• Ensuring service delivery to all internal or external clients 
• Ensures compliance to health and safety regulations as per the Occupational Health and Safety Act
• Responsible for long-range and short-range planning by ensuring regular analysis of backlog relative to available resources
• Scheduling and overseeing all maintenance-related work by managing a team of maintenance technicians and supervisors
• Ensuring that all maintenance operations are done in accordance with company policy and OSHA guidelines and that facilities satisfies all industry regulations
• Developing and implementing a proactive maintenance program
• Managing repair and maintenance budgets
• Coordinating the completion of complex repairs
• Balance the need for daily output with the need of equipment reliability through proactive maintenance
• Draft maintenance reports
• Forecasting, ordering, and price negotiation for spare parts inventory
• Evaluating the performance of the outsource Facilities Manager service provider
• Research new ways/tools/assets to improve productivity and reduce maintenance costs
• Managing the Facilities Management maintenance repairs SLAs
• Prepare operation reports, maintenance budgets, and provide analysis of all reports
• Develop relationships with building contractors and third party workers to ensure smooth operations
• Coordinate with building and facilities security to ensure all maintenance services are provided
• Manage the asset register and keep updated with all relevant stakeholders
• Assist in developing strategic maintenance plans
• Assist to develop asset maintenance management policy, procedure and process-work-flows 
• Conduct maintenance audits to the third party providers

Qualification and Experience

• Relevant NQF 6 (e.g National Diploma) or higher in-built environment
• Certification in facilities management is advantageous 
• 5-10 years experience in facility management
• Possess project and people management skills

Knowledge and Skills

• Project management
• Risk and safety management
• Reporting and financial administration
• Environmental stewardship and sustainability
• Emergency preparedness and business continuity 
• Sound knowledge of ISO Asset management, Maintenance process, SANSA 1752, OSHS act , SANS 1400 Standard
• ISO Quality management systems
• Engineering drawing and BIM
• Understanding of IWMS and BMS software, electrical systems, HVAC systems, carpentry, and various mechanical and architectural systems
• A basic understanding of elevators, fire alarms, plumbing, and other facility-related systems is also crucial

Behavioral Competencies

• Flexible and Adaptable (Being Resilient) 
• Excellent Communication
• Influencing & Negotiation skills

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What will you do?
The role of the Service Delivery Manager is to build and manage relationships between partners to deliver on key business metrics. This includes developing, managing, and administering service management best practices, and ensuring that internal and external partners meet their obligations. This role spans across 46 internal and external IT partners.

The role functions within the context of enabling the operational objectives of the Loyalty and Rewards COE of growing the loyalty of Sanlam clients through positive client engagements, and that there is ultimately a return on the investment to the shareholder. Within that context, there are various internal and external forces that influence the role:

• Contractual obligations by partners. 
• Drive engagement with partners based on strategic initiatives within business.
• Ensuring disaster recovery and business continuity processes are in place to minimise business disruption.

What will make you successful in this role?
SLA Management

• Design and implement SLA’s with partners to deliver on specific IT metrics.
• Operationalization of the SLA for smooth day to day running within the IT Operations team.
• Chair SLA forums with partners to manage and improve Service Delivery.
• Process documentation.
• Drive process adoption within the IT and Business Operations teams.

Business Continuity Processes (BCP) and Disaster Recovery (DR) Management

• Design and implement Business Continuity Processes specific to each partner.
• Key contact for all Disaster Recovery events.
• Key contact for all COVID-19 related requirements. These include but not limited to technology assistance, rotation scheduling, permits, lockdown level scenario planning.
• Effective facilitation of Disaster Recovery exercises.

Monitoring, Controlling and Reporting

• Create and effective IT monitoring environment to provide the business with assurance that the relevant systems are available for all member touch points. Key systems include Database, API, Website, Mobile App, Infrastructure link between partners.
• Management reporting on the state of service delivery, key initiatives, and improvement plans. 
• Own the standby schedule for member support within Reality and key partners for after hours and weekends. Participate in standby according to schedule.

Service Management Improvements

• Remediation of root causes for critical incidents.
• Remediation of service failures for key business processes.
• Project manage the implementation of key initiatives within IT Service Delivery.

Qualification and Experience

• Relevant IT Qualification
• ITIL experience
• 5-8 experience in technology, of which 2-3 years in a service management role.

Knowledge and Skills

• Good understanding of information technology, systems, infrastructure, networks, solutions, and products. 
• Demonstrable experience in the field of IT SLA Management, partner engagements, drafting of SLA’s, data reporting, business presentation. 
• Proven experience in disaster recovery and business continuity processes.
• Customer service experience with the ability to understand service impacts on the Customer, and use this insight to drive resolution activity and solutions · 
• Ability to understand technical issues and drive out appropriate resolutions and root cause analysis.
• Presentation skills
• Project management skills
• Risk management knowledge

Behavioural Competencies

• Keen listening and understanding skills
• Self-driven and goal oriented
• Driving & Co-ordination skills
• Good inter & intra personal skills 
• Excellent written and verbal communication skill
• Can do attitude
• Building and Maintaining Relationships 
• Attention to detail
• Adaptability
• Problem Solving
• Innovative thinking
• Decision Making
• Accuracy
• Outgoing personality

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What will you do?

Work closely with the Head of BTO, the relevant BTO business leads, and the respective project managers/business improvement managers to provide end-to-end administrative support and coordination of all business change initiatives (strategic; governance; BAU improvements; data quality improvements; etc.), including, but not limited to:

• Project resource management and contracting
• Project planning: assist project resources to facilitate; track against targets; manage related risks and issues; etc. of all agreed project workstreams and deliverables
• Project cost and budget management: work closely with project managers, owners and finance to facilitate; track; coordinate and consolidate all projects finances 
• Stakeholder meetings: setting up; managing packs and actions; etc.
• Project Reporting: facilitate, track, coordinate and consolidate all established project reporting [Progress reporting; Risk management; Finances; Benefit-tracking; etc.]
• Assist project managers to maintain all key project documentation and ensure they are current and properly stored, inter-alia, business cases, project contracts, change management plans, benefit trackers, etc.
• Ensure all information kept within the Project Management Office (PMO) Knowledge Repository is always kept up to date, with accurate, valid and complete information
• Fulfil, oversee and coordinate various administrative duties and responsibilities 

Qualifications and experience

• Grade 12 with 4 to 7 years related experience
• Financial administration and management experience is advantageous
• Business management-related qualification/course is advantageous

Knowledge and skills

• Excellent Administration & Time Management skills
• Excellent Reporting & accuracy skills
• Stakeholder management skills
• Business planning & budgeting skills
• Financial services industry exposure is advantageous

Personal attributes

• Confidence with engaging at all levels
• Agility with Leading & being leader-led
• Structured & attention to detail
• Accountable & Focussed
• Great Communication
• Self-mastery & Emotional Intelligence
• Resilient & Change Adaptive