About this role
<h1><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif"><strong>Who are we?</strong></span></span></h1> <p> </p> <p style="text-align:justify;margin:0.0cm"><span style="font-size:10.0pt">Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.</span></p> <p style="text-align:justify;margin:0.0cm"> </p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What will you do?</b></H2> </div><div><p> </p> <p><span style="font-size:10.0pt"><strong><u>Job Purpose:</u></strong></span></p> <p> </p> <ul> <li><span style="font-size:10.0pt">Business Shared Services environment is divided into three divisions, a call centre a front office and an administration division that deals with all other types of communication and correspondence from our customers.</span></li> <li><span style="font-size:10.0pt">You will be responsible for providing professional and effective services to brokers, advisors and customers; meeting customer’s expectations, particularly in terms of quality and time-lines in compliance with the company’s standards.</span></li> </ul> <p> </p> <p><span style="font-size:10.0pt"><strong><u>Output/Core Tasks:</u></strong></span></p> <p> </p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">You will be tasked to effectively deal with all client e-mails/faxes; investigating, and ensuring resolution of client policy service enquiries on the events and activities indicated not limited to the ones below: </span></li> </ul> <p style="font-size:10.0pt"> </p> <ul> <ul type="circle"> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Change client’s personal details and intermediary code.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Register third party.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Administer Mail Delivery Failures and Direct Scan Failures.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Create new client record.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Provide Tax/Contribution Certificate.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">POPIA Enquiries on Personal Details</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Create New FAS Client Record</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Request quote or value. </span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Request paid up quote/value. </span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Direct client’s with enquiries to other Departments.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Request document or form.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Receive and administer incomplete correspondence.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Resend Interactive Voice Response Document due to Failure. </span></li> </ul> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What will make you successful in this role?</b></H2> </div><div><p> </p> <p><span style="font-size:10.0pt"><strong><u>Role Requirements:</u></strong></span></p> <p> </p> <p><span style="font-size:10.0pt"><strong>Qualifications:</strong></span></p> <p> </p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Matric/Grade 12.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Relevant business degree/diploma from a well-recognised institution will be an advantage.</span></li> </ul> <p> </p> <p><span style="font-size:10.0pt"><strong>Knowledge and Experience: </strong></span></p> <p> </p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Policy services administration experience within a financial company is highly recommended.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Call Centre experience will be to your advantage.</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Ability to communicate fluently in <strong>English</strong> and <strong>Afrikaans </strong>will be an advantage.<strong> </strong></span></li> </ul> <p><span style="font-size:10.0pt"><strong> </strong></span></p> <p><span style="font-size:10.0pt"><strong>Competencies:</strong></span></p> <p><span style="font-size:10.0pt"><strong> </strong></span></p> <ul> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Must have passion for customer services</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Strong written and verbal communication skills</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Aptitude to identify and solve problems</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Capacity to manage information</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Ability to learn and apply multiple processes</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Good communication and stakeholder management</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">High level of accountability and adaptability</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">You must have Integrity and hold respect for others</span></li> <li style="font-size:10.0pt"><span style="font-size:10.0pt">Computer literate</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Knowledge and Skills</b></H2> </div><div><div>Customer Service</div><div>Quality, compliance and accreditation</div><div>Administration</div><div>Team Support</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Personal Attributes</b></H2> </div><div><div>Communicates effectively - Contributing dependently</div><div>Decision quality - Contributing dependently</div><div>Action orientated - Contributing dependently</div><div>Optimises work processes - Contributing dependently</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Build a successful career with us</b></H2> </div><div><p>We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Core Competencies</b></H2> </div><div><div>Cultivates innovation - Contributing dependently</div><div>Customer focus - Contributing dependently</div><div>Collaborates - Contributing dependently</div><div>Being resilient - Contributing dependently</div><div>Drives results - Contributing dependently</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Turnaround time</b></H2> </div><div><p><span style="font-size:10.0pt">The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. </span></p> <p> </p> <p><strong><span style="font-size:10.0pt">Closing Date: 6 July 2026</span></strong></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Our commitment to transformation</b></H2> </div><div></div></div></div><p><span style="font-size:10.0pt">The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.</span></p>