Job Vacancies at Sanlam

About the Job

What will you do?

• Provide service/accurate processing/administering of requests from clients on the following:
• Debit and Stop order switching
• Change of beneficiaries
• Reinstatements of policies
• Adding/removing policy benefits
• Adding/removing of escalations on policies
• Reviews and updates insurance policies for clients to ensure accuracy
• Reviewing cancellation requests
• Adding/removing of cession on policies
• Accurate feedback provided to clients and intermediary
• Handling Client Requests
• Handling Client Emails & WhatsApp Requests
• Handling Premium Admin Queries & Requests
• Adhoc Quality Assurance performed as and when required
• Policy Retentions and Generations of leads What will make you successful in this role?

Qualifications

• Matric
• Customer Service certificate
• Degree/Diploma in Business Admin is an Advantage

Experience and Knowledge

• At least 3 years insurance administration and client service experience, preferably in a client services environment.
• Computer literacy in MS Office
• Product knowledge for both Channel and Sanlam Sky
• Knowledge of PPR Legislation(advantageous)
• Operational knowledge of internal systems including FAFA, Shango, Skyview, PAVLOV and Avaya.
• Previous Call Centre experience is an Advantage
• Personal Attributes Plans and aligns - Contributing dependently Communicates effectively - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently

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About the Job

What will you do?

• To provide and deliver an effective and comprehensive administrative support service to the management team, as well as fulfil a first-line client interaction point function. Act as a liaison in the relationship between the Managers and the Advisors (to enhance business continuity) and existing and potential clients.
• The ideal individual must have strong administrative skills and strong planning and organisation skills, be detail-orientated, structured, have good communication skills and the ability to multi-task in a high-performance culture environment.
• Provide secretarial support to the business unit and management team in terms of the following:
• Organising meetings, functions, presentations and conferences, note-taking
• Diary management/reminding Manager of important tasks & deadlines
• Mail and information management
• Client liaison
• Time and priority management
• Office and telephone administration/maintaining procedures/administration systems
• Typing, compiling & preparing reports, presentation & correspondence
• Financial payments & order supplies & SRS requests/budget control
• Assist with the contracting and cancellation of Advisor contracts and codes
• Arranging of training interventions
• Travel arrangements (booking and arranging travel, transport & accommodation)
• SAP capturing (training)
• Monthly feedback
• Graduate arrangements
• SanlamConnect list – Address book
• What will make you successful in this role?
• Qualification and Experience

Matric

• Certificate/diploma in administration/secretarial would be advantageous
• 2 years’ proven experience in office administration and/or as personal assistant, specifically in the financial services industry will be advantageous
• Working knowledge of MS Office Suite i.e. PowerPoint, Excel, Word
• Knowledge of SanFin, SanQuote and AutoNub would be advantageous
• Driver’s license and own vehicle essential
• Personal Qualities

Communication & Literacy

• Assertiveness
• Adaptability/flexible
• Concern for accuracy and attention to detail and order
• Technical knowledge & skills
• Treating customers fairly (TCF)
• Stress tolerance
• Problem-solving
• Decision-making
• Managing work
• Organization/Time Management
• Detailed orientated

Process for Application

• If you meet the above criteria, and are interested in applying for this role, please submit your CV
• The closing date for applications is 13 September 2023 .

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About the Job

What will you do?

• Under general supervision, performs a limited variety of clerical duties for functional groups involving compiling and arranging data, making standard computations, processing and coding documents and maintaining records and files. 
• Routines are generally prescribed and supervision is readily available. 

What will make you successful in this role? 
Qualification and Experience

•  Grade 12 with 1 to 2 years related experience. 
• Knowledge and Skills Processing transactions and conduct simple calculations 
• Data collection and analysis 
• Record keeping, filing and maintenance of databases 
• Maintain work standards and quality verification 

Personal Attributes 

• Plans and aligns 
• Contributing dependently Communicates effectively 
• Contributing dependently Action orientated 
• Contributing dependently Optimises work processes 
• Contributing dependently Build a successful career with us

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About the Job

 What will you do?

• The Support Assistant in the High Performance Centre is primarily responsible for the processing of all new business applications, follow up on outstanding requirements with Sanlam Sales Support Assistants as well as clients to ensure finalization of applications as soon as possible. The position also requires the person to assist with client services and after sales service offering to clients to maximize customer retention and referral.

The Support Assistant will also have secondary responsibilities as required:

• New Business processing:
  • Prepare final quotations
  • Prepare and finalize financial needs analysis using correct information supplied by advisors
  • Ensure new business application forms are completed accurately and processed correctly
  • Follow up outstanding requirements with clients and sales support assist and ensure outstanding requirements are received timeously
  • Capture notes on client management system and scan all relevant documentation onto the system for record keeping purposes
  • Process AltRisk applications as and when required according to Sanlam rules
• Customer Services:
  • Ensure the accurate production of all customer portfolio review documentation and reports
  • Regularly update and maintain customer, insurance and investment information in the customer management system
  • Implementation of all switches or repurchases, including all fund manager follow ups
  • Co-ordination of all claims correspondence and life office follow up of claims progress
  • Record all customer contact on the customer management system
  • Ensure all changes to customer details are communicated to and implemented by the appropriate fund managers and life offices
  • Ensure all customer problems are solved in an efficient manner, often handling the liaison with fund managers, life offices and customers
  • Contribute towards the maintenance of existing customer relationships with the company
  • Drawing up of wills for walk in clients. Ensuring that wills are properly signed and witnessed and filed with Sanlam Trust with valid copy to client for safe keeping
• Outstanding premiums/lapse management
  • Draw outstanding premium list weekly
  • Contact clients to inform them about the risk and make the necessary arrangements to pay premiums in arrears. Inform clients of available options and assist in implementing appropriate option
• Case tracking
• Create and manage daily unissued reports
• Client and advisor follow ups for missing information/documents
• Booking medicals
• Liaising and relaying information with Sanlam HQ and responsible parties What will make you successful in this role?

Qualification and Experience:

• Matric
• Minimum 2 years experience in a similar environment

Knowledge and Skills:

• MS: Office (Excel, Word, PP); Outlook;
• Knowledge of Sanfin and Sanport
• Service and customer orientated
• Natural relationship builder
• Pro-active and energetic
• Goal and target motivated
• Socially confident and skilled to communicate well

Personal Qualities:

• Cultivates Innovation
• Client Centricity
• Drives Results
• Collaborates
• Flexibility and Adaptability
• Plans and Aligns
• Communicates Effectively
• Business Insight
• Optimizes Work Processes
• Decision Quality
• Treating Customers Fairly Turnaround time

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About the Job

What will you do?

• An experienced Team Leader to lead our outbound call centre team in the Cross-Sell team. The successful candidate will be responsible for managing and motivating a team of sales agents and administrators to achieve sales targets and KPIs.

Key Responsibilities and Deliverables:

• Develop and implement sales strategies to achieve sales targets and KPIs.
• Manage and motivate a team of sales agents to achieve sales targets and KPIs.
• Monitor and analyse sales performance data to identify areas for improvement.
• Provide coaching and training to sales agents to improve their performance.
• Ensure compliance with company policies and procedures.
• Ensure that all sales activities are conducted in accordance with regulatory requirements.
• Develop and maintain relationships with key stakeholders.
• Prepare reports on sales performance data for senior management.
• Participate in the recruitment and selection of new sales agents.
• Manage the new business capturing, in line with product terms and conditions and applicable regulations.
• Manage the sales leads process
• Ensure that Sales targets are met (Quality sales) and manage the leads quality.
• Review and approve all new business
• Quality monitoring
  • Ensure that outbound agents adhere to the sales scripts
  • Ensure quality capturing of all accepted policies on different systems
  • Achievement on quality audits (% achieved)
  • Ensure that all processes, procedures and systems are in line with regulatory requirements and that the team are kept up to date with regulatory changes.
  • Trends will be identified and communicated to management with recommendations as to how to improve / address issues identified
• Enabling capacity management
  • Sufficient staff are available to perform the work
  • Staff have access to the required enablers to perform their work
• Operational work planning and priority setting – delegation of incoming work/ Capacity management
  • Ensure that work is equally distributed by the team leaders
  • Ensure effective planning that enables dealing with the workload
  • Ensure clear and timeous communication to all relevant teams by the team leaders
• Operational performance monitoring and reporting
  • Ensure, with the assistance of team leaders that all key indicators are monitored continuously and deviations addressed timeously
  • Adherence to Standard operating procedures guides
  • Adherence to Service level agreements
  • Achievement of targets (volumes)
  • Achievement of quality measure targets
  • Consider alternative measure to accommodate the client and to speed up the process
  • All communication or actions will be documented
• Reporting – weekly and monthly to relevant stakeholders
  • Accuracy
  • Timeously

What will make you successful in this role?

Qualifications & experience

• Grade 12/Matric
• Relevant diploma/degree is an advantageRE 1 & RE 5 qualification
• 2 years’ experience in approving of new business in life/funeral insurance industry
• At least 2 years’ experience as a Team Leader in outbound call centre environment.

Knowledge and skills

• Excellent communication and interpersonal skills.
• Strong leadership skills.
• Ability to motivate and manage a team of sales agents.
• Strong analytical skills.
• Knowledge of life insurance products and services.
• Knowledge of regulatory requirements for the insurance industry.
• Computer literacy – MS Office – standard Excel
• Exposure to working with capturing / workflow systems
• Insurance product knowledge
• Knowledge of in-house systems (advantageous)
• Verbal and written communication skills is essential

Personal Attributes 

• Builds effective teams 
• Contributing independently Decision quality 
• Contributing independently Directs work 
• Contributing independently Plans and aligns 
• Contributing independently Build a successful career with us

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About the Job

What will you do?

Purpose of the Role

• To enable the effective functioning of the Distribution Division by leading a team of Regional Administrators across distribution channels to ensure they are provided with 1st class administrative support and service including.
• To ensure operational efficiency and manage the execution of processes by a team of Administrators in line with policies, procedures and Service Level Agreements.
• To implement process changes to increase productivity, enhance client experience and achieve a low expense ratio.

Direct Reports

• This job incumbent will oversee a team consisting of 25-30 Administrators.

What will make you successful in this role?

Key Responsibilities

• Operational management and efficiency
  • Work with Manager to translate business objectives into short- and medium-term goals and targets in line with functional strategy.
  • Communicate targets and SLAs to team members and ensure an adequate understanding.
  • Implement and maintain processes, procedures and systems to ensure optimal operational effectiveness.
  • Plan, organise, lead and control the team to achieve functional objectives, and ensure SLAs are achieved.
  • Facilitate internal team communication, coordinate tasks and manage/plan Administrator capacity to ensure a smooth, continuous and timely service delivery.
  • Create, implement and maintain an effective communication framework between the team and other stakeholders to ensure effective information flow and workflow.
  • Continuously identify blockers to productivity (processes / policies / system challenges / etc.), and work with stakeholders to implement corrective action.
  • Address escalations of queries (either by clients or team members) in a timely manner.
  • Oversee and guide the adherence to all approved internal and external policies and procedures, as well as regulatory requirements. Establish an understanding of, and monitor the adherence to quality standards.
• Technical task management
  • Oversee and guide the execution of all key first line support administrative and service activities including:
  • Validation of Advisor onboarding
• Services & Facilities Management with Shared Services
  • Management of external service providers
  • Management of SLAs between support and distribution
  • MIS support to channels
  • Branch daily/Weekly/Monthly Reporting
  • Policy redetections reporting
  • Branch retentions support
  • Administrative support on all branch related activities
• Sales Support Admin (Statements/Reports)
  • Admin support on Moodle/Psiber
• Tracking and Monitoring compliance (Annual declarations, CPD, OHS)
• Reporting
  • Oversee accurate recording of data by team members.
  • Monitor and report on daily and weekly targets / SLAs.
  • Utilise dashboards / digital platforms and analytical tools to monitor performance data in the area. Identify trends and areas of development.
  • Collate and deliver timeous and accurate daily, weekly, monthly, quarterly and annual reporting to Management.
  • Ensure action is taken regarding any discrepancies and/or escalations.
  • Work with management and provide operational input to develop new reporting formats / dashboards.
• Continuous improvement
  • Identify opportunities for improvement relating to internal / team systems and processes and propose solutions to optimise efficiencies.
  • Provide operational insight and support ad hoc projects aimed at establishing and improving the area.
  • Standardise and align ways of work to minimise duplications and inefficiencies. 
• Team leadership
  • Support the Manager with recruitment of team members as required.
  • Responsible for the effective onboarding of new team members.
  • Performance manage the team through individual performance contracting and review, clearly communicating performance expectations and addressing performance issues.
  • Ensure that personal development plans are agreed to, contracted and discussed to ensure that the team members take ownership for their personal development; follow up on agreed action plans at agreed intervals.
  • Provide support, mentorship and coaching where required.
  • Identify training and knowledge gaps within the team. 

Qualifications

• Matric (Grade 12)
• Minimum 3 year Degree / National Diploma in Business Management or a related field. Knowledge and Experience

Knowledge:

• Understanding and application of digital platforms / operational performance measurement tools
• Operational management principles
• Team leadership principles
• Client engagement principles
• Relevant regulatory frameworks pertaining to an operational environment, like TCF, is essential.

Experience:

• Minimum of 5 Years experience in an operational environment within the financial services / insurance or retail industries (experience in the insurance industry would be advantageous).
• Proven experience in customer engagement and relationship management.
• Advanced report writing experience.
• Previous leadership experience is essential
• revious supervisory experience is advantageous
• Conditions of Employment
• Clear criminal and credit check
• Smart phone
• Own transportation 

Personal Attributes 

• Communicates effectively 
• Contributing independently Decision quality 
• Contributing independently Directs work 
• Contributing independently Plans and aligns 
• Contributing independently 

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About the Job

• Broker Consultant: SanlamConnect East Coast Region is the distinctive hub of our business, central to driving investor flows and keeping our brand and national footprint as strong as it is. We are a dynamic, innovative and high-performance distribution channel, committed to the value of independent intermediated advice and to long-term relationships between brokers and their clients.
• As an integral part of SanlamConnect East Coast Region, your primary focus will be to work with Brokers being the interface between themselves and SanlamConnect East Coast Region to reach business objectives in a dynamic, innovative and high performance business.

Output/Core Tasks:Your success will come from:

• Promoting and marketing the company products
• Building strong relationships with brokers
• Providing efficient service
• Meeting and exceeding your targets
• Supporting brokers in their practices and assist them to grow their businesses.

What is in it for you?

• Unique remuneration structure that will see you well rewarded for your success
• Get to manage your own income
• Work with visionaries in the industry who value entrepreneurship and creativity
• Represent one of the top well-respected South African companies
• Be invested in and grow your talents

What will make you successful in this role?
Qualification and Experience

• Completed Business/Commerce/Marketing degree
• Preferably Post graduate diploma in Financial Planning/RFP3/Wealth/Management 3
• At least 1 year in the financial industry
• Goal and target motivated
• Sales and marketing orientation
• Natural relationship-builder

Knowledge and Skills

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

• The financial services industry, specifically in life insurance
• Marketing principles and sales skills in order to meet your targets
• Experience in third-party marketing
• Relevant regulatory legislation and compliance knowledge

Personal Qualities

• Cultivates innovation
• Client centricity
• Results-driven
• Collaboration
• Flexibility and adaptability
• Technical and Professional Knowledge
• Entrepreneurship
• Treating customers fairly (TCF)
• Decision-making
• Continuous learning
• Gaining commitment
• Work standards
• Adaptability
• Tenacity
• Initiative
• Impact

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About the Job

 What will you do?

• The role of the Business Analyst is to ensure the smooth and effective running of the intermediary digital engagement platform - and relevant tools and applications, ease of use of relevant tools, processes, and applications, as utilised by the intermediary, thus enhancing the intermediary’s experience - as well as the end-user customer’s experience.
• The role is also responsible to reduce and prevent any business risk associated with the use of system tools and applications by the intermediaries and to manage and facilitate the resolution of system issues, as well as driving any enhancements that are identified or suggested.
• The role also manages and take ownership of allocated projects/tasks, as well as assigned resources.

What will make you successful in this role?

Identify & define business requirements for new business models or changes to existing models, including application requirements, Business Requirements Specification (BRS) & test cases.

• Analyse & design new business processes.
• Define & design changes to existing processes as required & ensure integration of changes into process environment.
• Work with the SanlamConnect Business Solutions Manco, architects & other team members to define non-functional requirements (including metrics & performance goals) for the application.
• Participate in transitioning the requirements to systems analysts & designers and ensure a clear &complete understanding of the requirements.
• Document these requirements and designs.
• Participate in quality management reviews throughout the SDLC to ensure requirements are fulfilled.
• Perform testing to ensure that business requirements have been met.

Qualification and experience

• Grade 12
• Relevant diploma or degree
• Business Analyst qualification will be advantageous
• Content Management experience (e.g., Wordpress)
• Website design and maintenance experience
• D365 configuration experience
• Exposure to cloud-based web services and network architecture (AWS)
• Understanding of SQL database design and architecture
• 3-5 years related experience within Financial Services Knowledge and skills
• MS: Office (Excel, Word, PP)
• Sound financial services industry knowledge/context
• Content management processes and guidelines
• Sales processes
• A good understanding of the system development life cycle
• Core competencies
• Being resilient
• Collaborates
• Cultivates Innovation
• Customer Focus
• Drives results

Personal attributes

• Action Orientated
• Communicates Effectively
• Self-Development

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About the Job

What will you do?

• Responsible for effectively implementing the principles of Scrum to support the product development process, the Product Owner and Product Team. Facilitates the implementation of appropriate Agile methodologies and strives for an increase in teamwork, openness and improved communication.
• Assists with backlog maintenance and the resolution of defects/bugs. Facilitates the effective running of sprint meetings and improves efficiencies and productivity by applying Agile and other metrics where appropriate.
• Participates proactively in developing and maintaining team standards. Increased business value through Sprint surveys, and the development of software that adds value will be the measure of success of the Scrum team.

What will make you successful in this role?

• Structure, plan and deliver on a portfolio of BI platform initiatives.
• Assemble delivery scrum teams as required to deliver on the portfolio of initiatives from BI platform and SGT resource pools.
• Establish and manage team cadence throughout delivery lifecycle, facilitation of all scrum ceremonies.
• Ensure the delivery teams and/or development teams are practicing the core agile principles of collaboration, prioritization, team accountability and visibility.
• Stakeholder management and playback, including product owners, executive sponsors and other external teams.
• Work closely with leadership to define and prioritize the platform portfolio and product backlog. Own the delivery roadmap.
• Support execution team with resolution of roadblocks and interdependencies, managing risks and issues.
• Support the leadership in bedding down and maturing the BI capability operating model (People and process).

Qualification

• Matric
• Relevant IT qualification.
• Relevant IT/project management certifications is advantageous.

Knowledge

• Thorough understanding of agile software development methodologies, values and procedures

Experience

• Experience in driving out delivery in a platform engineering environment
• Hands-on experience with software delivery life cycle and Agile/Scrum delivery management
• Experience in team lead roles mandatory.
• Experience in delivering platform products preferable
• 5+ years of Scrum Master experience

Personal Attributes

• Action orientated
• Contributing through others Plans and aligns
• Contributing through others Optimises work processes
• Contributing through others Manages complexity
• Contributing through others Nimble learning
• Contributing through others Communicates effectively
• Contributing through others Strategic mindset - Contributing through others 

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About the Job

What will you do?

• Provide strategic thinking and direction for the future of group administration services.
• Leadership both at an executive level and to the wider business of about 800 employees
• Instill strong financial & compliance disciplines
• Embed a client centric servicing culture
• Drive efficiencies, process optimization & automation
• Effective stakeholder management
• Deliver on key service delivery metrics as well as cost efficiency targets Qualification and Experience
• Relevant business / commerce degree.
• A minimum of five years’ experience in the financial services sector.
• Proven leadership and managerial capabilities.
• Minimum of 8-10 Years’ experience within an Operational Management position
• Strong business acumen, including domain-specific knowledge in the financial services sector.
• Advanced management skills in organising, planning, and executing business strategy.
• Proven ability to build and effectively manage high-performing, self-managing teams that work well in a complex environment.
• MBA qualification or CA designation will be an advantage. Knowledge and Skills
• Ability to manage a large complex and diverse business area
• Professional engagement with both external and internal clients at a senior level
• In depth knowledge of Employee Benefits and in particular Retirement Fund and Risk Scheme administration
• Preferably a track record of large technology implementation and change management 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. Behavioural Competencies
• 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. 

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About the Job

What will you do?

• The BI Systems Analyst is responsible for enabling change in the organization by defining needs and recommending solutions that deliver value to stakeholders.
• As a member of the BI & Analytics platform team, the successful candidate will analyze, design and enable processes and solutions aimed at improving flow of value across delivery streams leveraging data platform capabilities.

What will make you successful in this role?

• To interpret business and technical requirements and translate into the needed system designs to enable the development of innovative, flexible and efficient solutions to a business problem. Delivery of exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by resolving requests quickly and effectively.

Analysis

• Systems and data analysis of business value stream and/or platform requirements.
• Document and maintain the set of system, functional and/or technical requirements together with the associated rationale, effort, decisions, dependencies and assumptions.
• Development of technical specifications for product and process requirements, including integration mapping.
• Manage traceability between the system requirements and derived artifacts including system models to the relevant detail.
• Creation of the needed system designs as required, including but not limited to logical system design, Logical Data Models, high level and /or conceptual solution designs, UI prototypes, end user and reports.
• Identification of potential risks/issues and give input to risk mitigation plan.
• Scoping and estimation.
• Ensure adequate tests are performed for all configuration and development tasks and ensure results are successful. Ensure testing yields an acceptable level of performance for the changes being delivered and the systems is not adversely affected.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.

Stakeholder Engagement

• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members by providing input to validate business requirements.
• Liaise and communicate the system requirements to the necessary audiences e.g. testers, developers, business analysts, infrastructure, production support, systems analyst (other areas of the business), etc.
• Advise and enable platform and delivery workstreams data development and release pipeline.

Coaching/Mentorship

• Coaching and mentoring of junior analysts.
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared.
• Provides problem solving assistance to other team members.
• Coach and assist junior team members.

DataOps

• Defining and supporting the workspace process and technologies that others use to source, transform and manifest BI platform solutions.
• Definition of, enablement and optimisation of effective data engineering and release processes, practices and tooling.
• Enablement of a high-performance data analytics team that rapidly produces new analytics and flexibly responds to marketplace demands while maintaining impeccable quality.
• Establishment and optimisation of environment and processes through which the delivery teams build the data products, including the monitoring of data pipelines and infrastructure as well as the governance of the data engineering practices

Qualification

• Matric
• Diploma/Bachelor Degree (Information Systems; Statistics; Data or Computer Science; Engineering) or equivalent (preferred but not essential)
• Qualifications related to business and systems analysis preferred

Experience

• 2-5 years of experience in planning and management of business and/or system analysis activities through delivery
• 2-5 years of experience in a complex Data and or BI environment preferred
• Strong stakeholder management experience
• Experience in leading complex projects
• Experience in agile development desired
• Experience of working in the technology/ digital industry (or similar)
• Business experience in financial services would be advantageous

Skills and knowledge

• Ability to translate business requirements into non-technical terms
• Self-starter with the ability to work in a fast-paced, agile environment
• Excellent interpersonal, influencing and decision-making skills
• Excellent presentation and facilitation skills
• Strong analytical-thinking and problem-solving abilities
• Ability to collect, organize, analyze, and disseminate significant amounts of information
• Attention to detail and accuracy

Personal Attributes

• Decision quality
• Contributing through others
• Communicates effectively
•  Contributing through others Balances stakeholders
• Contributing through others