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Since our establishment in 1918, Sanlam has been a prominent part of the South African business landscape. We have always held a long-term view of how business adapts to the demands of the environment in which it operates. Today, in a dynamic world, we see an evolving set of social, economic, political and environmental imperatives that require our skilfu...
Read more about this company
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Assist in growing the Sanlam Adviser Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
- Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
Undertake relevant behaviours to attain targets relating to:
- Revenue generation (Single and recurring premiums)
- Activity quotas
- Promote the Sanlam brand
- Treating customers fairly to be applied to all client engagements
- Role is aligned to your personal career aspirations
Networking, prospecting and leads generation
- Face to face interactions, social or business, to create business opportunities.
- Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
- Turning trusted relationships into business relationships.
- Strengthening existing relationships by increasing the current service.
- Use existing sources to establish opportunities across Sanlam businesses.
- Personalised client value propositions.
- Marketing on social media.
- Undertake selected client focused activities to generate leads and informal prospecting opportunities.
- Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
- Structuring and implementing focused campaigns with new or existing clients in the defined market.
- Requesting active and ongoing leads and referrals from others.
- Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.
Client consultations and sales
- Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
- Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
- Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
- Provide sound personal financial planning advice.
- Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
- Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
- Use relevant processes and system tools to capture analysis information and update records accordingly.
- Review clients portfolio annually by undertaking the above steps.
Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through support.
- Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
- Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
- Initiate long term client relationships and maintain a relational focus.
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
- Number and profile of contacts, appointments, consultations.
- Issued business and revenue against targets.
- Update client details on records.
- Appropriate workflow and activity monitor system entries.
Qualification and Experience
- Grade 12
- Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.
go to method of application »
What will you do?
- As an Actuarial Trainee Graduate, you will gain exposure to the inner workings of Sanlam and get to know its products and systems. We will assist in the development of your analytical abilities to further advance your actuarial skills. Your actuarial exam results, combined with your on-job performance, will determine how quickly you progress and are exposed to more advanced areas of Sanlam’s businesses.
Qualification and Experience
- Bachelor's Degree in Actuarial Science
- Must qualify for exemptions of at least (6) actuarial examinations by the time you graduate
Knowledge and Skills
- Strong computer skills with above-average Microsoft Office skills
go to method of application »
What will you do?
Personal Assistant functions:
- Manage diary and travel logistics of the Regional Head
- Manage payment requests
- Assist Regional Head with projects and marketing events
- Draft and edit documents, reports and presentations
- Handle confidential matters and sensitive information with discretion
Reception functions:
- Ensure reception area is always tidy and presentable
- Welcome and direct visitors as they arrive
- Answer incoming calls and direct them to the appropriate person
- Manage meeting room bookings and calendars
- Manage ClientCare mailbox and direct all client queries
- Flight and accommodation bookings for portfolio managers
Administrative functions:
- General Office Management
- Order office supplies
- Order and store all branded corporate items and general stationery
- Creditors and expense claims
- Petty Cash
- Adhoc administrative duties as and when required
- Manage incoming and outgoing post and liaising with courier companies
- Co-ordinate, project manage and assist with ad-hoc projects as required
- Collaborate with SPW marketing to facilitate all client and intermediary events
Qualification and experience
- University Degree
- 3-5 years experience
- Experience in taking minutes
- BI Skills
Knowledge and skills
- Excellent MS Office knowledge
- Excellent verbal and written communication skills (English & Afrikaans)
- Outstanding organisational and time management skills
Personal qualities
- Ability to perform well under pressure and show maturity, confidence and resilience
- Strong numerical orientation
- Highly organized with a high level of customer focus
- Accurate and detail orientated
- Critical and analytical capability
- Excellent listening, communication and interpersonal skills
- Pro-Active approach to work, clients, problem solving
- Assertive
- Passionate ownership for results
- Discretion and confidentiality
- Ability to work independently
go to method of application »
What will you do?
- This role reports to Quality Assurance Team Leader in the Quality Assurance Department. The purpose of the role is to ensure the contact centre meets quality and compliance standards. The incumbent will be required to assess the quality of agent interactions with customers in line with regulatory and process requirements, by highlighting risks in agent interaction with the customer. Escalate risks through an established escalation process to commence corrective action and remediation.
What will make you successful in this role?
- A high level of attention to detail with excellent organizational skills
- Planning and Organising
- Give input on idea and innovations to improve contact centre processes
- Problem solving
- Analyse Quality data at a high level
- Proficient in a second language
- Flexible and able to engage at all levels.
- Deliver quality work within turn around times.
- Excellent communication skills, both written and verbal.
- Strong knowledge of financial services.
- Being aligned to business values, Care, Collaboration, Innovation and Integrity
Qualification and Experience
- Knowledge of Fraud and Judgemental Credit.
- Knowledge of Customer Service, Escalations and disputes.
- Knowledge of Collections pre legal, legal, EDCs and Reloads.
- 5 years Call Centre experience a must.
- 3 years of Quality Assurance experience.
- Knowledge of LMS System
- Knowledge of how the FTP site works.
- Knowledge of a Risk and Compliance Frameworks is a must.
- MS Office, particularly Excel
Qualification
- Must have a FAIS qualification.
Role and Responsibilities
- Meet daily set mandates.
- Call & Multimedia auditing to ensure adherence to Compliance, SOP and TCF set standards.
- Compiling reports and share them with relevant stakeholders.
- Hosting calibrations and coaching sessions with the contact centre in order to improve Compliance
- Completing Customer journey report and FCR report and presenting findings to relevant stakeholders.
- Complete speech and other deep dives.
- Highlight Trends to Operations
- Check risks and share the findings with relevant stakeholders.
- Roll out of a Risk Categorisation Framework i.e High, Medium and Low Risk
- Prepare the mandate split which is risk based.
- Request calls from the EDCs via CAS and FTP sites.
- Updating QAD Dashboard.
- Present in Manco sessions monthly for the Operations area the incumbent is responsible for
- Build and maintain stakeholder relationships.
- Drive adherence to quality processes by agents and team leaders.
- Maintain Business Solution Partnership to assist business decision-making
go to method of application »
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 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 team
What will make you successful in this role?
- 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
Qualification and Experience
- Degree or Diploma with 5 years related sales experience.
go to method of application »
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 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 team
What will make you successful in this role?
- 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
Qualification and Experience
- Degree or Diploma with 5 years related sales experience.
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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.
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What will you do?
Sales delivery
- Gain and maintain an in-depth understanding of SRM product ranges.
- Gain an understanding of the customer’s needs, financial goals and means, and provide the right product (or selection of products) that will satisfy the goals of the customer in the best and most affordable way possible.
- Continuously update and inform customers of new products, or changes in existing products. Manage, review, and incorporate the implications of product changes on the customer’s portfolio accordingly.
- Validate client details in line with product and regulatory requirements. Submit new business through the right channels.
- Conduct due diligence on clients to identify and flag risks.
- Manage own capacity to ensure daily appointments are being prioritised while allowing time for and capitalising on walk-in / non-appointment clients.
In-branch client service and client retention
- Responsible for servicing and managing all client profiles to ensure clients remain on the books.
- Send payment reminders, conduct follow-ups, and remain in contact to address potential queries or to provide support.
- Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking corrective actions where required.
- Manage persistency of client payments in favour of both the branch and the client.
- Gain insight into client risk profiles to proactively identify where support will be required.
- Consult with clients on alternative payment arrangements and ensure it gets processed through and noted on the right platforms.
- Responsible for in-branch servicing in line with client experience standards:
- Apply product knowledge to accurately guide clients through policy cancellations and provide alternative options.
- Resolve various types of client queries in the branch as far as possible or escalate queries to the right stakeholders by using the existing escalation framework. Follow up on the status and continuously provide feedback to the client.
Quality, compliance and continuous development
- Remain up to date with and continuously adhere to compliance and quality standards.
- Keep up to date with own registration, product knowledge and maintenance of own CPD points.
- Identify risks and flag potentially fraudulent activities.
- Keep and store relevant records of advice.
- Log all activities as per regulations and standard operating procedures, and provide data to relevant stakeholders to inform reporting and decision making
Monthly planning and reporting
- Responsible for reporting on activities daily, through using relevant technology platforms.
- Collate data on activities to deliver on weekly and monthly reporting deadlines.
- Perform any ad-hoc requirements as requested by the Retail Branch Manager.
What will make you successful in this role?
QUALIFICATIONS
- Matric (Grade 12)
- RE5
- FAIS Compliant (Wealth Management) as per DOFA requirements.
- Class of Business training (to be completed within 12-months of employment)
KNOWLEDGE AND EXPERIENCE
Knowledge:
- Client service.
- Sales and cross-selling tactics and strategies (client optimisation).
- Knowledge on the Insurance landscape including regulatory requirements and guidelines for selling and providing advice would be ideal.
- Knowledge on insurance products would be advantageous.
Experience:
- 1-year experience in a sales or marketing capacity
- Experience within insurance branches an advantage
Qualification and Experience
- Diploma with no experience or Grade 12 with 1 to 2 years related experience.
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What will make you successful in this role?
What success will look like for you 12 months into the role:
Built a high performing platform organisation:
- You've built a small group of lean, high-ownership, high-agency teams with clear missions and success metrics and ensured continuous performance improvement each month. Success was measured by the consistent delivery against your service level objectives (e.g. new data acquired from any source in 2 weeks or less) and the achievement of your yearly goals.
Cultivated a growth-oriented environment for top talent:
- You've made your organisation the best place for data product and engineering professionals to flow and grow. Success was measured by the high volume of world class talent you've incubated, attracted and retained, further evidenced through team engagement surveys.
Achieved unmatched platform spend efficiency:
- You've consolidated all data infrastructure spend towards in-house capabilities and teams, and as a result achieved the best cost efficiency in overall spend the group has ever seen. Success was measured by a significant reduction in total cost of data platform as a % of operating budget, with no spend on external agencies, despite an increase in platform capabilities and uptake.
Built high trust and engagement with stakeholders across the company:
- You've built trust through strong delivery and outstanding product management practices for engaging with internal stakeholders. Success was measured by the unanimous approval of the team by the group data operating board and overwhelming positive feedback through user surveys.
Consolidated all Sanlam’s data onto one modern cloud-based platform:
- You've brought all of Sanlam Group's data onto a single coherent cloud-based platform for analytical purposes, with a coherent set of visualization, insight and Prediction or ML tools as needed to create value from data across the group. You've ring fenced all operational (non-reporting) workloads on the current on-prem warehouse and found appropriate owners for their modernization on separate technologies. Success was measured by 100% adoption of the data platform by all data science, analytics and reporting teams across the group and successful maintenance of non-analytical tasks prior their migration.
Enabled cost reduction and enhanced agility of operational reporting:
- You've enabled accelerated delivery and agility of regulatory reporting, reducing the time and total cost to maintain reports and adapt to new regulatory changes. Success was measured by reduced timeframes and costs for regulatory reporting.
Minimized time and cognitive load on compliance:
- You made it easy to comply with data privacy and governance policies, and effortless to comply with security policies. Success was measured by negligible time and cognitive load spent adhering to these policies across the group.
Became a valued member of the Sanlam Group Technology Leadership Team:
- Through your initiatives, your influence and sincere interest in bringing others along with you, you made a material contribution to the overall goals and strategy of the Group Technology leadership team.
Qualification
- Grade 12
- Bachelor's degree in Engineering, Science or Information Technology recommendable
- Management qualification and Data Certifications will be advantageous
Experience
- 10+ years' experience in leading data platform teams with at least 5 in a modern context with cloud technologies and autonomous high performing team organisational patterns
- A track record of high impact and investing in your own development
- Experience as a delivery lead requiring executive level influence and personally operating at a senior management level in engineering or Data engineering teams would be advantageous
Method of Application
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