Available Roles at Sanlam Group

What will you do?

• Customer Care (receive of and personal interaction with high profile business clients) at both the main reception and the executive reception counters.
• Handling of general enquiries.
• Following protocols to render excellent client service.
• Effective communication, listening, understanding, and interpreting to meet clients’ requirements.
• Confident ability to handle complaints and challenging clients.
• Operational responsibilities (housekeeping, applying of safety/security measurements).
• Administrative responsibilities (e-mail, room reservations, incoming/outgoing mail).

What will make you successful in this role?

• Communication Skills: Excellent verbal and written communication skills in English, Afrikaans and with Xhosa as a third language an advantage, to interact with visitors, clients, and employees.
• Customer Service: Strong ability to provide a high level of customer service and handle inquiries, complaints, and requests professionally.
• Interpersonal Skills: Ability to build good relationships and interact positively with a wide range of people.
• Organization: Strong organizational skills to manage appointments, meetings, and administrative tasks efficiently.
• Multitasking: Capability to handle multiple tasks simultaneously in a busy environment.
• Technical Skills: Proficiency with office software (e.g., Microsoft Office), email systems, and visitor management systems.
• Problem-Solving: Quick thinking and resourcefulness to address issues or unexpected situations as they arise.
• Attention to Detail: Accuracy in tasks like data entry, scheduling, and managing records.
• Professionalism: Maintaining a professional demeanour and appearance at all times.
• Cultural Sensitivity: Awareness and sensitivity to cultural differences, especially in a diverse corporate environment.
• Security Awareness: Basic knowledge of security protocols and procedures to ensure the safety of the workplace.

Qualification and Experience

• Matric or Grade 12
• 2 – 5 Years frontline experience in a corporate or hotel environment
• Outstanding attendance record
• Working shifts

Knowledge and Skills

• Effective communication skills in English and Afrikaans  with Xhosa as a third language an advantage
• Knowledge of Sanlam 
• Computer literate
• Protocol/Etiquette
• Understanding of cultural diversity
• Excellent communication skills
• Interpersonal skills

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What will you do?

Business Planning:

• Work with Branch Manager and contribute operational insights to monthly, quarterly and annual business planning. • Work with Branch Manager to determine sales targets for the team, in line with and in support of the objectives and strategy for the Branch, Area and Province.

Sales Management:

• Communicate and manage the achievement of sales targets to ensure growth in clients and profit.
• Plan and manage the weekly and monthly activities of representatives (Financial Advisors) in line with

Sales Targets:
Responsible for the operational effectiveness of the team:

• Monitor and reduce the number of NTUs (not taken up premiums). Investigate NTUs, identify problems and recommend/implement solutions to rectify.
• Secure client retention through managing the quantity of cases written by Financial Advisors and quality of service in line with relevant standards.

People Management:

• Work with Human Capital and Talent Acquisition to put the necessary capacity / capability in place to achieve sales targets.
• Coach and develop team members, providing the necessary guidance, training, and work exposure to ensure personal and career growth.

Monthly Planning and Reporting:

• Draw daily and weekly reports to monitor activities and the achievement of sales targets. Work with Financial Advisors to adjust tactics where necessary.
• Responsible for monthly reporting of sales and team activities. Analyse data to identify areas of improvement and plan for the next month.
• Conduct monthly and annual planning based on reports.

Stakeholder Engagement:

• Identify key internal and external stakeholders (branch managers, customers, commercial companies, facilities, etc.).
• Determine effective engagement tactics that will contribute to building and maintaining relationships.
• Engage with clients address escalated queries. Ensure the efficient resolution of queries and provide timely feedback.
• Manage and coordinate the delivery of internal stakeholders supporting the teams (support functions).

Qualification and Experience:

• Grade 12
• Meet the qualification requirements in line with their DOFA:
• Individuals who joined the industry prior to 2010 must have obtained their 30 or 60 credits or alternatively obtained a full qualification as per the FSCA’s list of recognized qualifications.
• Individuals who joined the industry from 2010 must have obtained a full qualification (120 Credits at NQF Level 4 for Categories B1 and B2) as per the FSCA's list of recognized qualifications at the point of recruitment.
• It would be advantageous for the individual to meet the following criteria but not compulsory: In order to register for the Retail Pensions Category, the Manager must have obtained a full qualification (120 Credits. at NQF level 4 would be required and NQF level 5 would be advantageous Categories B1 and B2) as per the FSCA's list of recognized qualifications at the point of recruitment.
• RE 5 required from date of appointment)

Knowledge and Skills:

• At least 2 years sales experience of which at least 1 year must be within the financial services industry (Cat B1/Cat B2/Retail Pensions)
• A minimum of one year management experience
• Relevant Regulatory frameworks, policies, and standards
• Sanlam insurance products (ideal)
• People management practices and principles
• Where the appointment is an internal appointment, past performance must be checked to ensure that all company criteria was met

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What will you do?

• Entry point for representatives in a company. 
• Represents and sells the company's goods and/or services by visiting companies and obtaining orders. 
• Promotes sales by introducing the products with use of presentation/display techniques. 
• Keeps immediate superior informed of competitor action and customer status.  Is expected to achieve pre-set sales targets.

What will make you successful in this role?

Qualification and Experience

• Diploma with no experience or Grade 12 with 1 to 2 years related experience.

Knowledge and Skills

• New business processing
• Existing business processing
• Appointment preparation
• Client appointments and liaison
• Partnership Building

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What will you do?

• This role reports to the Business Optimization Team Leader who plays a pivotal role in ensuring Profit targets are met.  See further roles and responsibilities below.

Role and Responsibilities

• Ensure Contact Centre, including Loans and Collections reporting requirements are met on a daily/weekly/monthly basis
• Highlight key trends noted in the Contact Centre, including Loans and Collections  space
• Continuous engagement with Contact Centre and other stakeholders
• Automation of performance dashboards in collaboration with BI,
• Provide actionable insights to the SPL management team
• Building and maintaining reports
• Developing and cross-skilling team in order to ensure growth and knowledge sharing
• Identify opportunities to drive cost saving, revenue driving and efficiency-based improvements for the business

What will make you successful in this role?

• Excellent communication skills, both written and verbal. 
• Comfortable with ambiguity in a fluid organization. 
• A natural skill to engage with people 
• Passionate about people and Business performance
• A high level of attention to detail with excellent organizational skills. 
• Passionate and enthusiastic about excellence and attention to detail. 
• Managing projects with multiple stakeholders
• Being aligned to business values, Care, Collaboration, Innovation, Integrity

Knowledge and Skills

• Strong knowledge of financial services.
• Previous exposure to Loan Acquisition as well as Collections 
• Understanding of modelling
• Strong knowledge of Avaya and P
• MS Office, particularly Excel (advanced user)
• SQL
• Power BI
• Report Building 
• Trend analysis

Qualification and Experience

• Grade 12 and 2 years experience in MIS
• Experience in Building and Maintaining reports
• Previous exposure to Loan Acquisition as well as Collections 

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What will you do?

• The incumbent is responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, advice when required, claims and queries and all other medical scheme, gap cover, primary health insurance, loyalty related queries.

Key Responsibilities

• Assisting clients with new and existing quotes and advice or comparisons where required 
• Provide an effective and efficient administrative channel between clients and service providers.
• Must demonstrate a good understanding of all medical scheme options and benefits, primary care insurance, gap cover and loyalty programs.
• Must provide, multiple query resolutions, ability to communicate in both written and a verbal professional manner. 
• Manage escalated admin and other requirements from service providers for clients.
• Assists the Centralised Service Centre with in-bound and out-bound client calls. 
• Provide timeous feedback and resolution.
• Assisting with communication via the CRM system to clients 
• Keep ongoing records on internal CRM systems.
• Assist clients with the application process, requirements and queries telephonically and/or via e-mail up to resolution. 
• Frequent follow up with clients.

Knowledge and Skills

• Knowledge of industry regulations e.g., POPI and TCF
• Experience in managing customer relationships.
• Experience in handling customer complaints.
• Strong knowledge of medical scheme product and processes.
• Strong knowledge of Internal and external processes including service level commitments. 
• Knowledge of relevant escalation channels. 
• Knowledge in managing and coordinating escalations from HR and other stakeholders. 
• Proficiency in Microsoft Office, Word, Excel, Outlook  
• Broker tools experience advantageous. 

Qualification and Experience

• Regulatory Examination RE5 is required.
• Regulatory Examination RE1 will be advantageous.
• Full Accreditation with the Council for Medical Schemes is required.
• Class of Business Health, no longer under supervision
• Class of Business Short Term personal Lines, no longer under supervision
• Industry related Degree or Diploma NQF level 5 is required.
• 2 to 3 years experience in a similar healthcare environment with Advice and Intermediary services is required

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What will you do?

• This role reports to Business Optimization Team Leader who which play a pivotal role in ensuring the smooth running of the business day to day by implementing effective Dialing strategies and Work Force Management. Further details below.

What will make you successful in this role?

• Excellent communication skills, both written and verbal. 
• Comfortable with ambiguity in a fluid organization. 
• A natural skill to engage with people 
• A high level of attention to detail with excellent organizational skills. 
• Passionate and enthusiastic about excellence and attention to detail. 
• Managing projects with multiple stakeholders
• Being aligned to business values, Care, Collaboration, Innovation and Integrity
• Being a Team player to ensure excellent results from the department

Roles and Responsibilities

• Building and maintenance of Dialer Campaigns
• Effective Reporting on key Dialer metrics
• Loading of Dialer Campaigns and tracking level of effectiveness
• Automation of performance dashboards in collaboration with BI,
• Implementing as well as recommending various Dialer strategies
• Knowledge sharing and gaining across Dialer and Work Force Management

Knowledge and Skills

• Strong knowledge of financial services.
• Dialer Campaign Management
• Understanding of Loans Acquisition and Collections
• Stakeholder engagement
• MS Office, particularly Excel (advanced user)
• SQL

Qualification and Experience

• Matric
• Post-Matric qualifications (Preferred)
• Advanced Excel User

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What will you do?

• To provide and deliver an effective and comprehensive administrative support services to the Succession Financial Planning Sales Team.  
• The ideal individual must have strong administrative skills with strong planning and organisation skills, be detail-orientated, structured, have good communication skills and the ability to multitask.

Output/Core Tasks:

• Provide administrative support to the Succession Sales Team in terms of the following:
• CommPay and Sanfin Relationship Management 
• Jira Management 
• CommPay setup, management and maintenance 
• Establishing and maintaining networks with key stakeholders and other administrative support staff.
• Commission Query management 
• Suspense account management
• Mail and information management
• Client liaison
• Time and priority management
• Administrative support

What will make you successful in this role?

• Experience at IRESS or related 
• Good communication & presentation skills 
• Support with conducting related research and reporting
• Support with other related ad hoc projects

Qualification & experience 

• Grade 12
• National Diploma or Degree in IT or related
• Administration qualification preferable
• Experience with the financial services industry will be an advantage

Knowledge and skills 

• MS: Office (Excel, Word, Powerpoint, outlook)
• Financial services industry knowledge and interest
• Relevant regulatory legislation and compliance knowledge and interest

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Key responsibilities

• Financial reporting of designated investment cluster businesses
• Management and statutory financial reporting, including consolidation 
• Ensuring that financial records are maintained which are comprehensive, up to date, accurate and meet legal and regulatory requirements
• Tax and VAT compliance
• Project management of specific financial Cluster initiatives throughout the year
• Stakeholder management with specific focus on business strategy and involvement in the various businesses of Sanlam Investment Group
• Management of budget process of designated businesses

Minimum requirements

• Experience within financial services would be advantageous
• Experience in consolidations will be highly advantageous
• Ideally 3 years’ experience within a Financial Accounting role
• Qualified CA 

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What will you do?

• Responsible to manage the client service function according to agreed standards.  Ensures that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the organisation’s products and services.   Conflict resolution and problem solving are necessary characteristics.  The incumbent may provide the service internally or externally. May have supervisory responsibilities.

What will make you successful in this role?
Client Experience (CX)

• Partner with Easy Equities to ensure delivery of CX to agreed SLA standards
• Provide CX oversight on a day-to-day basis and provide operational support to the Easy Equities CE team
• Provide CX insights to the business and support ad hoc CX-related projects when required
• Responsible for the SatrixNOW “Info” mailbox
• Attend to all share certificate dematerialisation requests and work with various CSDP providers and STRATE to complete demats
• Responsible for maintenance and oversight of Satrix forms, including adherence to compliance and regulation

Brand Activation

• Enable culture and infuse Satrix brand values into all client touchpoints
• Responsible for monthly CE team training sessions
• Evaluate potential CE service level gaps ensures training comprehensively covers all aspects

Customer Centricity

• Understand Satrix client segments and implement CX activity to nurture and retain them
• Responsible for resolution of any complaint escalation, and monthly complaint register
• Manage Satrix Hello Peter presence and guide the social media team on query resolution

Drive Results

• Maintain partnership by working collaboratively with the Easy Equities CX team leads
• Manage unit trust migration requests and provide internal operational support when required
• Monthly responsibility for FNZ (Silica) statements
• Responsible for maintenance of Satrix Help Centre FAQ accuracy

Become an Expert

• Maintain industry knowledge and understand customer challenges and Satrix products
• Monitor weekly CX results, analyse client feedback and provide the business with relevant insights to improve Satrix CX

Qualification and Experience

• Grade 12 with 5 to 6 years related experience.

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Key Responsibilities:

Strategic Leadership & Alignment:

• Collaborate closely with the SIM executive team in formulating and executing the organisation's strategic plan.
• Implement business process enhancements and identify new areas for innovation.
• Develop, communicate, and execute strategic operational plans.
• Ensure strategic alignment across various business units, fostering collaborative synergies to achieve common objectives.
• Engage with the executive team to identify and drive business initiatives and innovations.

Project and Operational Oversight:

• Lead key projects to enhance the organisation's overall performance and capabilities.
• Oversee initiatives to improve workplace culture and develop performance metrics.
• Drive efforts to optimise operational structures, create digital solutions, and establish strategic partnerships.
• Manage team restructuring and collaboration, and foster industry engagement and thought leadership.
• Strengthen investment and implementation processes via better digital adoption. 
• Lead initiatives to better understand client needs, enhance client reporting and communication, and align strategic objectives.

Relationship Management:

• Serve as the primary point of contact for all external relationships, including internal shared service teams, vendors, and partners for new products and solutions.
• Responsible for relationship management, ownership and oversight over key outsourced services.
• May be required to be a representative on ASISA operational workstreams.
• Manage and nurture relationships with key stakeholders to ensure seamless collaboration and alignment with organisational goals.

Technology and Innovation:

• Leverage technology to drive key projects and enhance operational efficiency.
• Identify and implement tech-driven solutions to support strategic initiatives and business growth.

Stakeholder Management:

• Manage internal stakeholders effectively, ensuring cohesive and collaborative efforts across various teams.
• Pull together resources and efforts to drive strategic operationalisation and achieve desired outcomes. 

Qualaifications and Experience:

• A Master’s in Business Administration (MBA) or an equivalent degree from a recognised institution.
• A minimum of 10 years of experience in the financial industry, with a strong emphasis on investment administration and operations.
• A proven track record in a senior strategic and operational role, with successful strategic implementation and driving organisational growth.
• Strong proficiency in managing internal stakeholders and fostering collaborative efforts.
• Demonstrated ability to cultivate and manage external relationships with clients, vendors, and partners.
• Expertise in leveraging technology to drive projects and enhance operational efficiency.
• Experience in Exco roles with a strong capability to drive strategic operationalisation.

Skills and Competencies:

• Strategic thinking and problem-solving abilities.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with executive teams and across various business units.
• Strong project management skills with a focus on delivering results.
• Deep understanding of the financial services industry and its regulatory environment.