Client Service Operations - Team Leader at Sanlam Group

Job Purpose

• To assist the Manager with overseeing of the actively and lead for a specific team’s total operational capabilities and output, to support the business and client service strategy.  To advise and support in the analysis, development, and implementation of best practices across the servicing value chain.

Key Outcomes

The following outcomes will be expected to be achieved by the Team Leader:

• Assist the Manager with implementing, evaluating, and ensuring that the team’s day-to-day output is in line with the servicing value proposition, and supports the overall business strategy.
• Drive accountability for the team to perform according to contracted performance areas and to deliver the highest level of service to stakeholders.
• Ensuring daily control procedures are adhered to, and pro-actively identify and report on operational risks. 
• Continuously evaluate and report on process improvements to ensure effectiveness, efficiency, and risk management.
• Mentoring and coaching of team members, including coaching in effective query management and resolution.
• Identify ways of promoting accuracy and maximising productivity within the team.
• Ensuring effective communication with internal and external stakeholders.
• Assisting with the implementation of changes to existing products and processes as well as new products. 
• Maintaining high levels of teamwork within the Operations team, different departments, and external parties to resolve client queries.
• Evaluating problems regarding service issues and enquiries to determine their importance and urgency, perform investigations when necessary and respond with an appropriate solution in a timely manner.
• Responding in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients.
• Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders.
• Having and maintaining a technical understanding of all Glacier offerings and the ability to apply that understanding to daily outputs.
• Identify training needs and talent within the team and assist with the implementation of effective training and development, both on the job and via external courses if applicable.
• Seeing to the overall well-being of the team and meeting their needs and expectations where necessary.
• Assist the Manager with performance reporting and data analysis.
• Contribution to ad hoc projects aimed at streamlining processes and helping ensure that it is successfully implemented within the wider team.

Qualifications and Experience

• Grade 12
• Completed Sanlam Team Leader course advantageous
• Relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma) advantageous
• A minimum of 5 years experience within the LISP industry
• Consistent good KPA performance over the past 5 years
• Experience with process improvement methodologies 
• Strong analytical and problem solving skills
• Strong interpersonal and client relationship skills
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively
• Excel proficiency at an intermediate level will be to your advantage