Change and Delivery Support Manager Operations at Sanlam Group

Job Purpose

• The Change and Delivery Support Manager will be responsible for providing operational support, change management and delivery of BAU, project related and tactical initiatives in the CS: Operations environment.  The individual will contribute to process development and performance improvement deliverables and ensure successful end-to-end implementation and adoption across the servicing value chain.

Key Outcomes

The Change and Delivery Support Manager will drive operational excellence and the following outcomes are expected to be achieved:

• Support the Operations Management team execute on process development and improvement initiatives taking responsibility for delivery in terms of quality, scope, and time.
• Assist the implementation of operational and tactical deliverables to ensure operational continuity by collaborating with project and business teams to ensure successful execution.
• Proactively identify, evaluate, and report on operational risks and ensure control procedures are developed and implemented.
• Process reviews, documentation and prioritization of change processes and implementation plans. 
• Assist with audit related investigations and resolutions for operational risk management.
• Assist with the prioritization of technical change requests and business priorities.
• Investigate and evaluate process related pain points and present proposals to solution them.
• Compile and prepare statistical reports on key deliverables.
• Communicate process and service-related changes to internal business partners.
• Manage and resolve service requests and enquiries from internal and external stakeholders.
• Develop and roll-out communications in partnership with Internal Communications to ensure alignment of messaging across functional business areas.
• Work with internal partners (Communication Centre, IT, HRD, Sales etc.) in the formulation of plans and activities to support implementation and adoption of improvement deliverables.
• Ongoing monitoring and reporting of change implementation to the various stakeholder groups.
• Support the Operations Management team with day-to-day operational deliverables.

Qualifications and Experience

• Matric / Grade 12 
• Relevant post matric qualification will be a recommendation as well as 3 - 5 years’ experience in an operations environment
• Knowledge of relevant management and project management principles and techniques will be an advantage
• Knowledge of Glacier products and processes will be an advantage 

Competencies

• Client Focus
• Drives results
• Conceptualisation skills
• Critical thinking
• Leadership skills
• Decision quality
• Communication skills – Written, Verbal and Visual 
• Collaboration
• Execution

Attributes

• Teamwork
• Adaptability
• Ability to thrive under pressure
• Organised & priority driven
• Ability to lead change