First Line Manager: Business Shared Services: Maintenance at Sanlam Group

What will you do?

The First Line Manager: Values, Renewals, CPF is responsible to build competence in the capacity of handling policy value related activities (external and internally triggered events); exception handling of Legacy suspense items, preparation of batch communication; execution of the unclaimed process and administration of the Central Provident Fund. 

The outcome is to achieve the objectives of Operational Efficiency, as well as the effective management of staff (Employee Experience) and service level agreements (Client Experience. This include the following:

• Provide regular statistics regarding production and trends. 
• Responsible for quality in operational environment. 
• Oversee the following:

1. Legacy Maturity initiation to be executed on the correct date monthly.
2. Handling of all irregularity reports and tabulations within SLA.
3. General Mail box are handled within SLA.

• Escalated client enquiries and complaints.
• Manage relationship with external service provider in respect of Unclaimed Benefits. 
• Reporting to Operational Manager.

Main Duties:

• Achieve client experience by reaching the annual service target according to Maintenance monthly service level agreements and voice of external and internal clients by managing individual performance. (production, quality and complaints).
• Manage and empower the people and evolve the culture to be competitive in a rapid changing world.

1. People management
2. Training and development
3. Culture focus

• Assist with the delivery of financial results.

1. Budget and Unit Costs
2. Profits
3. Resolution of queries on financial reports and tabulations within SLA

• Deliver continuous improvement through implementing process and system changes, including Robotics.
• Proof to compliance with regulations through reporting.
• Follow all departmental policies and procedures and audit outcomes.
• Accurate reporting.
• Resolve audit findings.

What will make you successful in this role?

Knowledge:

• General management knowledge (including Budget knowledge).
• General Knowledge of the following processes: 

1. Policy Values
2. Renewals
3. Fund Administration

• Good knowledge of Excel.
• Knowledge of Financial (Accounting) Impact of certain legislation, e.g. TCF, FICA, PHC rules, Tax legislation. 

Skills:    

• Computer & Management skills
• Excel

Qualifications:  

• Grade 12 and
• Tertiary qualification (Finance, Mathematics, Statistics) 

Experience:    

• People management and development (at least 2 years).
• Performance management experience.
• Management of a Business production unit.
• Budget management.

Closing Date: 22nd, July 2022