About this role
<p><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif"><strong>Who are we?</strong></span></span></p> <p>Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.</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:12.0pt"><strong>Job Purpose </strong></span></p> <p> </p> <p>The Client Services Manager will contribute to the high standard of quality client service to both financial intermediaries and clients and will take ownership of the day-to-day management of the teams in the centre. The role requires strong relationship building and team management skills as well as knowledge of call centre management.</p> <p> </p> <p><span style="font-size:12.0pt"><strong>Key Outcomes</strong></span></p> <p> </p> <p>The following outcomes will be expected to be achieved by the Client Services Manager:</p> <p> </p> <ul> <li>Ensure excellent client service</li> <li>Implemented servicing journeys that will lead to better outcomes for intermediaries </li> <li>Client liaison and resolving escalated queries and complaints received</li> <li>Delivering on contracted SLA’s.</li> <li>Managerial Functions<br> <ul> <li>Recruitment</li> <li>Performance Management </li> <li>General people practices</li> </ul> </li> <li>Training & Development<br> <ul> <li>Contracting with the Training and Development team</li> <li>Maintaining and managing quality standards across both calls and emails </li> </ul> </li> <li>Leadership<br> <ul> <li>Understanding of the Communication Centre strategy and impact on the team</li> <li>Influencing staff to achieve the Communication Centre’s strategic objectives</li> </ul> </li> <li>Problem-solving<br> <ul> <li>Assist with advice & guidelines for technical/ complex enquiries</li> <li>Provide data and information on nature and number of problem cases and team performance</li> </ul> </li> <li>Administration & Communication<br> <ul> <li>Compiling management information</li> <li>Capacity planning & workforce management for the Call Centre </li> </ul> </li> <li>Decision Making<br> <ul> <li>Prioritisation / delegation of work</li> <li>Managing change and the impact on the team</li> </ul> </li> </ul> <p><br><span style="font-size:12.0pt"><strong>Qualifications and Experience</strong></span></p> <p> </p> <ul> <li>Grade 12/ Matric</li> <li>At least 3 years proven management experience </li> <li>Relevant financial qualification will be a recommendation </li> <li>Strong numerical skills combined with advanced Excel skills</li> <li>Knowledge of Absa products and processes will be an advantage </li> <li>Completed Regulatory Exams</li> </ul> <p> </p> <p><span style="font-size:12.0pt"><strong>Competencies</strong></span></p> <p> </p> <ul> <li>Treating Customers Fairly</li> <li>Contributing to Team Success</li> <li>Leadership</li> <li>Coaching for Performance</li> <li>Decision Making Skills</li> <li>Communication Skills – Written & Verbal </li> <li>Information Monitoring</li> <li>Analytical Skills</li> <li>Relationship Building Skills</li> <li>Attention to Detail</li> <li>Client Focus</li> <li>Cultivates Innovation</li> <li>Collaborates</li> <li>Being Resilient</li> <li>Drive Results</li> </ul> <p><br><span style="font-size:12.0pt"><strong>Attributes</strong></span></p> <p> </p> <ul> <li>Positive, enthusiastic attitude </li> <li>Teamwork</li> <li>Ability to thrive under pressure</li> <li>Honesty, integrity and respect</li> <li>Ability to lead change</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>What will make you successful in this role?</b></H2> </div><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>Qualification and Experience</b></H2> </div><div><div>Degree or Diploma with 8 plus years related experience.</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>Knowledge and Skills</b></H2> </div><div><div>Support function management</div><div>Operations Management</div><div>Relationship Management</div><div>Management of employees</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>Optimises work processes - Contributing through others</div><div>Builds effective teams - Contributing through others</div><div>Decision quality - Contributing through others</div><div>Directs work - Contributing through others</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 through others</div><div>Customer focus - Contributing through others</div><div>Drives results - Contributing through others</div><div>Collaborates - Contributing through others</div><div>Being resilient - Contributing through others</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>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. </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>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.</p>