Client Services Manager

Description

Who are we?
Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes. What will you do?
To enable an optimal client experience for Retail Mass and Safrican through operational alignment and efficiency across the back-office servicing value chain.
To take accountability for the servicing teams’ performance through business planning, goals, metrics, and partnerships.
Drive performance against targets / SLAs through data and analytics
Act as the 2IC to the Head of Retail Mass Service Support Centre
This is a manager of managers position
The person will be responsible for approx. 350 staff across the servicing teams, based in Houghton JHB
The person will be responsible for the inbound and outbound servicing call centers, Claims, Policy servicing, membership updates and third-party relationship support to outsourced providers.
Responsible to manage expense budgets for these respective servicing teams
Stakeholder relationship management
People Management
Driving continuous improvement and ensuring compliance to Insurance regulatory laws at all times
Resolving escalations / Complaints reduction based on root cause analysis / Process efficiencies
Reporting What will make you successful in this role?
Qualification & experience
Grade 12
Business Management Degree
At least 10 years’ experience in Insurance industry of which 5 years must be in a senior managerial position
Knowledge and skills
Computer Skills
MS Office (Excel & Word)
Well-developed communication (verbal and written) skills
Project management principles.
Personal qualities
Results orientated
Good communication skills (written and oral)
Attention to detail
Planning and Organising
Client focused
Decision making
Leadership
Team orientated
Problem solving
Build a successful career with us
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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Turnaround time
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. Our commitment to transformation
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.