Vacant Jobs at Sanlam Group

What will you do?

• Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base.
• Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Deals with more complex queries, which often entail amendments to payments made.
• Provides accurate product information to clients in line with standards and protocols and may have supervisory responsibilities.

What will make you successful in this role?

Job purpose 

• To be responsible for all client contact (telephonic, e-mail and walk-in). This role offers the opportunity to continue your career in financial services in a highly respected client services team. 

Key outcomes

• The following outcomes will be expected to be achieved by the Client Service Consultant Communication Centre:
• Ensuring that the highest level of client service is provided to all clients (internal, IFA’s and investors)
• Assisting clients with investment administration queries
• Providing investment and product information to IFA’s and investors
• Involved in ad-hoc client services projects
• Assist with benefit counselling

Qualifications and experience

• Matric / Grade 12 including Pure Mathematics 
• A relevant financial degree / qualification advantageous
• Experience in finance or investment industry advantageous
• Exceptional communication skills in English – Written and Verbal

Competencies

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Be Resilient
• Problem solving skills
• Adaptability
• Communication skills – Written and Verbal (English)
• Attributes
• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to adapt to change

Qualification and Experience

• Degree or Diploma or Grade 12 with 3 to 5 years related experience.

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Job Purpose

• The Glacier International (GI) Regional Manager will be responsible for developing an international investment intermediary portfolio and increasing the Sanlam Group’s market share of international business from this portfolio.  
• This position will be based in our regional office in Cape Town.

Key Outcomes

The following outcomes will be expected to be achieved by the Regional Manager - GI:

• Leading & managing a team of Offshore Specialists based in the regions.
• Part of the team that develop and implement the national GI Distribution strategy for various channels and networks.
• Coordinate the GI marketing strategy and provide content enablement to the marketing and sales teams.
• Provide competitor and regulatory insights.
• New business and increased retention of existing investment business via the various distribution channels.
• Profitable annual sales volumes and monthly targets, by directly and actively growing and managing an intermediary portfolio.
• Developing and implementing a regional business plan for the region (sales volumes, investment education and training, marketing and client services – administration).
• Implementing an intermediary support model to facilitate effective and efficient support between GI, the intermediary and the various Sanlam Group product providers by:
• Supplying accurate investment, product, fund, service and investor information.
• Training and developing the intermediary and office staff.
• Supporting investment projects and campaigns (marketing support).
• Participating in investment product implementation (presentations, product development & client service support).
• Practice Management (facilitate or identify broker needs – technology, reporting and developing a profitable practice).
• Management of administrative consultants.
• Co-ordinate and maintain effective SLAs with all relevant stakeholders.
• Ensure adherence to all regulatory requirements (e.g. FAIS, FICA & TCF).
• To act as a Category I authorised representative for the purposes of rendering advice.

Qualifications and Experience

• 5+ years’ experience in a financial distribution environment leading a team.
• Relevant financial/ investment qualification (Financial tertiary qualification).
• RE5.
• Support and developing of intermediary (IFA) practices.
• Fully bilingual (English and Afrikaans).
• Technical knowledge about international investments, investment industry and trends.
• Valid Driver’s License and own reliable vehicle.
• Must be willing to travel.
• Prior approval as an authorized representative will be advantageous. 

Competencies

• Resilience and Tenacity (sales environment)
• Building and maintaining relationships
• Impact & Influence
• Action Orientation / Performance driven
• Technology and Digital orientated
• Client Orientation / Client centricity
• Communication (verbal & written)
• Innovative thinking and problem-solving
• Leadership skills – conceptual understanding 
• Management skills (planning, leading, organising & controlling)
• Presentation skills
• Pressure/Stress Tolerance

Attributes

• Positive, enthusiastic attitude 
• Aspirational values of being performance driven, having a “can do” attitude and achieving through teamwork.
• Comfortable with building relationships and confident interacting with multiple role-players and stakeholders on various hierarchical levels.
• Honesty, integrity and respect
• Resilience  

What will make you successful in this role?

Qualification and Experience

• Degree or Diploma with 6 to 8 years related experience.

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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)