Since our establishment in 1918, Sanlam has been a prominent part of the South African business landscape. We have always held a long-term view of how business adapts to the demands of the environment in which it operates. Today, in a dynamic world, we see an evolving set of social, economic, political and environmental imperatives that require our skilfu...
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What will you do?
- The Head:IT Business Operations and Products is accountable for leading the platforms, systems, and operations that power Sanlam Corporate’s product and service delivery.
- This role ensures operational excellence through the seamless integration of platform management, intelligent automation, workflow optimisation, and process engineering.
- The role is central to driving platform evolution, including cloud adoption and modernisation of legacy environments.
- It also requires strong expertise in process optimisation, enabling scalable, simplified, and data-driven operations that improve efficiency, client experience, and business performance. This role can be based in CPT or JHB.
Key Responsibilities
Operational Platform and Workflow Management
- Oversee the operations of core administration platforms (e.g., MIP, Fundamental), workflow engines) and supporting technologies
- Ensure system stability, performance, and availability, with robust production support and incident management
- Standardise and centralise workflows, ensuring effective configuration and governance across platforms
Cloud Readiness and Platform Modernisation
- Lead platform transformation and cloud readiness across operational systems, aligning to Sanlam’s enterprise cloud strategy
- Drive migration of workloads to scalable cloud-based environments, ensuring performance, resilience, and cost-effectiveness
- Modernise legacy infrastructure and ensure operational processes are optimised for cloud-native delivery
Process Optimisation and Automation
- Lead end-to-end process improvement initiatives across operational areas, embedding continuous improvement practices (e.g., Lean, Kaizen)
- Identify and implement automation and intelligent workflow opportunities using tools like UIPath and Automation Anywhere
- Simplify and streamline operational processes to reduce errors, improve turnaround times, and eliminate non-value-adding activities
Strategic Execution and Transformation
- Execute the multi-year roadmap for business operations and product platforms, including platform consolidation, automation scaling, and operational innovation
- Align with Sanlam Corporate’s strategic objectives around digital transformation, client-centricity, and scalable growth.
- Embed agile delivery models and DevOps practices to improve execution speed and reliability
Governance, Risk and Compliance
- Implement and maintain IT and operational governance frameworks (e.g., ITIL, COBIT, SAFe)
- Oversee incident management, risk mitigation, and compliance across operations, ensuring regulatory alignment and audit readiness
- Maintain continuity and disaster recovery capabilities across platforms
Leadership and People Development
- Build and lead a high-performing multidisciplinary team, including platform owners, engineers, business analysts, and automation specialists
- Promote a strong culture of collaboration, accountability, psychological safety, and personal growth
- Drive capability development and succession planning, focusing on T-shaped skills and strategic acumen
Stakeholder and Vendor Management
- Partner with business leaders to ensure operational platforms and processes support product and client needs
- Manage vendor relationships and service-level performance to deliver consistent value, innovation, and alignment to cloud and automation strategies
- Facilitate integrated planning across BAU, projects, and platform enhancements
- Act as a trusted advisor to senior leadership, providing strategic guidance and insights based on data analysis
Technology Evaluation and Innovation
- Stay up-to-date with emerging trends, technologies, and methodologies
- Evaluate and recommend new tools, platforms, and solutions to enhance performance, availability and drive innovation
- Drive the adoption of advanced analytics techniques, such as machine learning and predictive modeling, to gain a competitive advantage
- Identify and implement technology improvements and automation opportunities
- Collaborate with business units to support digital transformation initiatives
Financial & Vendor Management
- Develop and manage the IT operations budget
- Negotiate and manage vendor contracts and relationships
- Identify cost-saving opportunities and drive operational efficiency
Qualifications and Experience
- Matric
- Bachelor’s degree in Information Systems, Computer Science, Industrial Engineering, or related discipline
- Postgraduate qualification in IT management, digital transformation, or MBA (advantageous)
- ITIL 4 Foundation – IT service management
- COBIT 2019 Foundation – IT governance
- Azure or AWS Solutions Architect – Cloud expertise
- SAFe Agilist or SAFe DevOps Practitioner for Agile and DevOps delivery
- Lean Six Sigma Green/Black Belt – For process improvement and optimisation
- UiPath / Automation Anywhere Developer – advantageous
- Certified ScrumMaster (CSM) or PMI-ACP – for agile project execution
- TOGAF Certified – for platform and architecture modernisation
- Strong technical background is a must, with the ability to engage deeply in architectural, operational, and delivery discussions
- 10+ years in IT operations or platform ownership, with deep expertise in managing and optimising core administration systems and workflow applications across complex operational environments
- 10+ years in analytics and business intelligence, with a track record of delivering data-driven outcomes that support business goals
- 5+ years in senior leadership, with proven ability to lead high-performing, cross-functional teams and drive a performance culture
- 3–5 years hands-on experience in cloud environments (Azure, AWS, or hybrid), including workload migration and optimisation
- 3–5 years working within Agile, SAFe, and Scrum methodologies, promoting iterative, collaborative delivery
- Strong experience in process optimisation, operational transformation, and automation at scale (e.g., UiPath, Automation Anywhere)
- Solid understanding of IT and platform architecture, including integration, scalability, and legacy modernisation
Knowledge and Skills
- Deep understanding of business operations within financial services or insurance
- Large group facilitation and coordinating the bigger picture
- Effective written and verbal communication skills are needed, as well as experience in communicating, persuading, and influencing partners
- Change leadership, continuous improvement and process management
- Exceptional analytical, conceptual, problem-solving and process engineering skills
- Technical background and willingness to work agnostically
- Excellent stakeholder management skills
- Strong decision-making capability
- Ability to align with Company/Business strategy
- Strategic planning and systems thinking
- Core system operations and platform stability (e.g., MIP, Fundamental)
- Workflow design and management (e.g. BPM tools)
- Automation tools and frameworks (UIPath, Automation Anywhere, Druid AI)
- DevOps practices, CI/CD pipelines, and automated testing frameworks
- Cloud platforms (Azure/AWS), infrastructure services, and migration strategies
- Data operations and integration awareness (ETL, Datalake/DWH frameworks)
- Incident and change management (ITIL, COBIT)
- Agile methodologies (Scrum, SAFe)
Behavioural Competencies
- Collaborative and open-minded
- Ability to work independently and manage time and tasks according to priority provided
- Have integrity and delivery on committed tasks and initiatives
- Good communicator, listener, and presenter of ideas verbally and visually
- Willing to cross-skill across roles to prioritise business delivery
- Inquisitive of IT trends and self-motivated to continuous learning and personal development
- Flexible and adaptable - rebounding from setbacks and adversity when facing difficult situations
- Courage - stepping up to address difficult issues, saying what needs to be said
- Manages complexity - demonstrated ability and proven record to make complex decisions
- Ensures accountability - holding self and others accountable to meet commitments
- Plans and aligns - planning and prioritising work to meet commitments aligned to organisational goals
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
go to method of application »
What will you do?
- As a branch manager, you will be responsible for growing the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.
- Guiding, integrating, and standardising the activities, goals and objectives of various Sales Consultants in the branch, in line with the strategy.
- Leading a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.
- Assuming responsibility for the successful day to day maintenance and management of the Retail branch. Responsible for Retail branch strategy development and business planning.
- Ensure retail branch sales delivery and establish and drive a service culture.
Ensure compliance, quality, and risk management.
- Responsible for all operational people practices relating to direct reports, in collaboration with the HR (talent management, performance management, individual development and growth, resolving grievances, leave allocation, capacity management, etc.).
- Monthly planning and reporting of sales and service activities in the Branch.
- Identify key internal and external stakeholders (Area Managers, Business Owners, activation sites, community forums, etc.) and determine effective engagement tactics that will contribute to building and maintaining relationships.
Education and Experience:
- Matric (Grade 12).
- RE1 and RE5.
- 120 Wealth Management credits OR tertiary qualification recognised by the FSCA.
- Class of Business accreditation (annual).
- Compliant with continuous professional development (CPD) current and past cycles.
- A minimum of 5 years recent industry experience of which 3 years should be in any leadership capacity.
- Service Management experience is essential.
- Insurance sales experience.
- Credit and lending experience.
Knowledge, Skills and Competencies:
- Sales tactics and approaches.
- Stakeholder engagement and management.
- Customer service and engagement.
- Relevant Regulatory frameworks, policies, and standards.
- Sanlam insurance products (ideal).
- People management practices and principles.
- Business Acumen.
- Computer literate.
- Data and analytics (including data visualisation).
- Project management.
- Critical thinking and problem-solving skills.
- Strong communicator (verbally and in writing).
- Able to lead and motivate a team.
- Driven to exceed targets.
- Organising skills.
- Adaptable and able to learn quickly.
- Resilient and open to change.
Personal Attributes
- Interpersonal savvy - Contributing through others
- Decision quality - Contributing through others
- Directs work - Contributing through others
- Optimises work processes - Contributing through others
Core Competencies
- Cultivates innovation - Contributing through others
- Customer focus - Contributing through others
- Drives results - Contributing through others
- Collaborates - Contributing through others
- Being resilient - Contributing through others
go to method of application »
What will you do?
- As a branch manager, you will be responsible for growing the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.
- Guiding, integrating, and standardising the activities, goals and objectives of various Sales Consultants in the branch, in line with the strategy.
- Leading a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.
- Assuming responsibility for the successful day to day maintenance and management of the Retail branch. Responsible for Retail branch strategy development and business planning.
- Ensure retail branch sales delivery and establish and drive a service culture.
Ensure compliance, quality, and risk management.
- Responsible for all operational people practices relating to direct reports, in collaboration with the HR (talent management, performance management, individual development and growth, resolving grievances, leave allocation, capacity management, etc.).
- Monthly planning and reporting of sales and service activities in the Branch.
- Identify key internal and external stakeholders (Area Managers, Business Owners, activation sites, community forums, etc.) and determine effective engagement tactics that will contribute to building and maintaining relationships.
Education and Experience:
- Matric (Grade 12).
- RE1 and RE5.
- 120 Wealth Management credits OR tertiary qualification recognised by the FSCA.
- Class of Business accreditation (annual).
- Compliant with continuous professional development (CPD) current and past cycles.
- A minimum of 5 years recent industry experience of which 3 years should be in any leadership capacity.
- Service Management experience is essential.
- Insurance sales experience.
- Credit and lending experience.
Knowledge, Skills and Competencies:
- Sales tactics and approaches.
- Stakeholder engagement and management.
- Customer service and engagement.
- Relevant Regulatory frameworks, policies, and standards.
- Sanlam insurance products (ideal).
- People management practices and principles.
- Business Acumen.
- Computer literate.
- Data and analytics (including data visualisation).
- Project management.
- Critical thinking and problem-solving skills.
- Strong communicator (verbally and in writing).
- Able to lead and motivate a team.
- Driven to exceed targets.
- Organising skills.
- Adaptable and able to learn quickly.
- Resilient and open to change.
Personal Attributes
- Interpersonal savvy - Contributing through others
- Decision quality - Contributing through others
- Directs work - Contributing through others
- Optimises work processes - Contributing through others
Core Competencies
- Cultivates innovation - Contributing through others
- Customer focus - Contributing through others
- Drives results - Contributing through others
- Collaborates - Contributing through others
- Being resilient - Contributing through others
go to method of application »
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
Skills and Competencies
Personal Attributes
- Business insight - Contributing independently
- Decision quality - Contributing independently
- Builds effective teams - Contributing independently
- Plans and aligns - Contributing independently
Method of Application
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