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PURPOSE OF THE ROLE

To promote Sanlam Retail Mass (SRM)’s products and increase market share through:

• Providing sound financial advice and a high level of client service in a Branch context.
• Creating opportunities for client optimisation and cross selling of value-added services.

KEY RESPONSIBILITIES

Sales delivery

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

In-branch client service and client retention

• Responsible for servicing and managing all client profiles to ensure clients remain on the books.
• Send payment reminders, conduct follow-ups, and remain in contact to address potential queries or to provide support.
• Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking corrective actions where required.
• Manage persistency of client payments in favour of both the branch and the client.
• Gain insight into client risk profiles to proactively identify where support will be required.
• Consult with clients on alternative payment arrangements and ensure it gets processed through and noted on the right platforms.

Responsible for in-branch servicing in line with client experience standards:

• Apply product knowledge to accurately guide clients through policy cancellations and provide alternative options.
• Resolve various types of client queries in the branch as far as possible or escalate queries to the right stakeholders by using the existing escalation framework. Follow up on the status and continuously provide feedback to the client.

Quality, compliance and continuous development

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

Monthly planning and reporting

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

QUALIFICATIONS

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

Knowledge and Experience

Knowledge:

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

Experience:

• 1-year experience in a sales or marketing capacity.
• Experience within insurance branches an advantage.

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What will you do?

• In order to meet business objectives and evolving client needs, it is necessary to ensure continuous business improvement through the introduction of new products, enhancement of existing products or changes to systems, processes or business capabilities that enable improved optimization and/or efficiency. This involves introducing some level of change into the business. 
• The squads within an agile release train (ART) define, design, build, test and deliver these changes and ensure their integration into existing business processes. The Release Train Engineer (RTE) has a solid grasp of how to scale lead and agile practices and understands the unique opportunities and challenges associated with continuously aligning a large development program. 
• The Release Train Engineer manages and optimizes the flow of value through the ART. The RTE facilitates the ART events & processes and assists teams in delivering value. The RTE communicates with a wide range of stakeholders, escalates impediments, helps manage risk and drives relentless improvement.

What will make you successful in this role?

• Manages and optimizes the flow of value through the ART using various tools such as the program kanban and other dashboards.
• Establishes and communicates the annual calendars for iterations and program increments (PIs). 
• Facilitates PI Planning readiness by fostering a continuous exploration process which drives the synthesis of a vision, roadmap and backlogs, and through pre and post PI Planning meetings. 
• Facilitates the PI Planning event (end state). 
• Summarizes squad PI objectives into program PI objectives and publishes them for visibility and transparency. 
• Assists in tracking the execution of features and capabilities. 
• Facilitates periodic synchronization meetings including the ART sync at the essential level. 
• Assists with economic decision making through facilitating feature and capability estimation by squads and the roll up to epics. 
• Assists in enabling leaders, teams and agile facilitators with lean agile practices and mindsets. 
• Helps manage risk and dependences across squads within the ART. 
• Escalates and tracks impediments. 
• Provides input on resourcing to address critical bottlenecks. 
• Encourages collaboration between squads. 
• Works with product management, product owners and other stakeholders to ensure strategy and execution alignment.
• Improves the flow of value streams by enhancing and assessing the practices associated with devops and release on demand in the continuous delivery pipeline. 
• Understands and operates with lean budgets and ensures adherence to guardrails. 
• Facilitates system demos. 
• Drives relentless improvement via inspect and adapt workshops; assesses the agility level of the ART on an ongoing basis. 
• Fosters communities of practice and the use of engineering and built-in quality practices.

Qualifications

• Matric
• Any relevant IT Qualification (IT Diploma or Degree) will be a strong recommendation
• RTE certification recommended

Experience

Management of Release for

• At least 4 years of working in an agile environment
• At least 2 years of coordinating a sizeable release train
• Knowledge/experience within the Life Assurance industry (or in broader Financial Services industry)

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What will you do?

• We’re on a transformation journey to be an innovative company at the forefront of the financial services industry's digital transformation. By harnessing advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML), we aim to redefine the financial landscape with intelligent, advice-led solutions. To do this, we aim to be a net producer of technology, rather than a net consumer and Product Area Leads are a critical part of this mission.
• This is an internal product leadership role focusing on enabling Sanlam to quickly and reliably ingest, transform, share and process data, whilst adhering to the highest standards of privacy and security. As a Product Area Lead, you’ll lead 2 or more full stack engineering teams doing their critical part to accelerate autonomous value creation through Insights and ML across Sanlam Group. With your mastery of Product Management, your expertise in data ingestion, sharing and processing technologies and your experience leading high performing, autonomous technology teams, you’ll ensure business teams across the group make data a source of competitive for them in their markets.

What will make you successful in this role?

What you'll achieve in the next 12 months.

• Achieve a free flow of information between internal users and your team(s): Identify and Conduct internal user research to understand data consumers’ needs and willingness to pay, improving satisfaction and adoption metrics. Success measured by increased user satisfaction scores and adoption rates. 
• Establish a compelling product vision: Ensure you and your team are always able to articulate how the world for you users will be different, because of your products. Be clear about how they and Sanlam will benefit as a group, relating it to your user research. Success will be measured through internal surveys and formal approvals of the team’s OKRs by users and senior leadership.
• Establish, gain funding for and deliver an ambitious transformative roadmap: Establish a comprehensive roadmap for your products and gain the buy in of commercial and data science & analytics leaders across the business. Lead budgeting approval discussion to release investment in data to meet business needs, ensuring effective allocation of all approved engineering and financial resources. Success measured by roadmap approval and budget accuracy.
• Give your team the context and clarity they need to deliver the roadmap: Write detailed PRD's that clarify ‘the what’ for development teams effectively, ensuring timely and accurate product & feature delivery based on group needs. Provide any additional context the team needs around user stories, commercial objectives, and so on, so they’re also clear about ‘the why’. Success measured by on-time delivery and alignment with PRD specifications along with team engagement surveys.
• Define and measure team success openly: Define or refine success metrics and Service Level Objectives (SLO's) for the your part of the platform to cover adoption, satisfaction, cost as well and reliability Service Level Indicators (SLIs) such as accuracy, recency, latency and so on. Inspire your entire team to take full ownership of their performance as measured through these metrics. Success measured by continuous improvement in performance the metrics as well as unanimous approval of their definitions.
• Develop and retain world class product management talent: Hire, coach and collaborate with product managers who report to you. Create an environment that supports their high performance and champion their development. Success will be measured by the retention and development of your direct reports in terms of excellence and outcomes.

Qualification

• Matric
• National Diploma in an Information Technology related discipline or a bachelor's degree in computer science, Statistics, Informatics, Information Systems, or a quantitative field will be recommended.

Experience

• 7+ years' experience in leading data platform teams with at least 2 in a modern context with cloud technologies and autonomous high performing team organizational patterns
• Experience owning and managing a budget, including resource planning from storage and compute costs to cost of team development and retention
• A track record of high impact and investing in your own development

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What will you do?

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

What will make you successful in this role?

Assist in growing the Sanlam Adviser Business

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

Undertake relevant behaviours to attain targets relating to:

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

Networking, prospecting and leads generation

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

Client consultations and sales

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

Client Service

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

5. Monitor, update and reporting (weekly/monthly)

Document and present the following activities:

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

Qualification and Experience

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

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What will you do?

• The core focus of this role is generating quality sales opportunities for the Distribution channels.

Key responsibilities for this role are;

• Achieve the minimum production norms & targets set
• Quality outbound calls to clients with the aim of creating quality sales opportunities
• Adhere to the quality standards of the Sanlam Direct CCC
• Record client information and requests on the Sentrix system
• Handle and appropriately refer customer complaints and objections

What will make you successful in this role?

Qualification & experience 

• Matric (or equivalent qualification)
• Call Centre experience (Outbound would be an advantage)
• Previous financial services experience will be advantageous
• Minimum 3 years Call Centre experience

Knowledge and skills 

• MS: Office (Excel, Word, PP, Outlook)
• Knowledge of Sentrix

Core Competencies

• Cultivates Innovation
• Client Focus
• Drives Results
• Collaborates
• Flexible and Adaptable

Personal Attributes

• Plans and Aligns
• Communicates Effectively
• Action Orientated
• Optimising Work Processes
• Treating Customers Fairly