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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...
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Key Responsibilities:
- Work closely with the relevant Business Owner to understand their vision and target project roadmap.
- Unpack the detail behind high-level prioritised projects and define an implementable project roadmap (“the program”) which is then driven out by the PMO.
- Build and maintain strong working relationships with the Business and System Owner/s.
- Liaise with capability leads to secure the required resource allocation for effective project delivery in advance.
- Oversee delivery of the projects being run by other project managers.
- Consolidate and review the weekly project status reporting, ensuring consistency and overall quality.
- Identify and manage program interdependencies.
- Prepare adequately and present knowledgeably at the weekly status meetings.
- Play the role of project manager on individual projects as required and as appropriate.
- Responsible for being the single point of contact for specific third-party areas (e.g. Sanlam Group PMO, vendors).
- Cultivate and manage objective working relationships with a variety of stakeholders, including endmembers.
- Conduct scope and change request management with dependency identification and management.
- Ensure 100% adherence to audit and governance requirements.
- Track and manage projects against budget.
- Plan and manage performance, skills development, employment equity, talent and culture of team to improve innovation, achieve efficiencies and increase competencies.
What will make you successful in this role?
- Behave ethically: Understand ethical behaviour and business practices, and ensure that own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organization.
- Build relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
- Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.
- Focus on client needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
- Fostering teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
- Organising and planning: Set priorities, develop a work schedule, monitor progress towards goals, and track details, data, information and activities.
- Problem solving: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
Qualification and Experience
- Relevant Degree or Diploma and/or required Certification.
- 5+ years related programme management experience at senior level.
- Investment or asset management industry knowledge will be advantageous.
go to method of application »
What will you do?
- As the Change Management, Communication and Distribution Engagement Forum (DEF) Lead, you will play a pivotal role in driving change management initiatives, orchestrating communication strategies and overseeing the Distribution Engagement Forum. Your responsibilities will encompass planning, executing and reporting on change management efforts across all distribution channels, ensuring seamless communication internally and fostering employee engagement through the DEF.
Change Strategy Development and Implementation:
- Strategic Planning: Lead the development of comprehensive change management strategies aligned with Distribution objectives and priorities.
- Change Architecture: Design and establish the framework and governance structure for managing change initiatives across the Distribution Channels.
Stakeholder Engagement and Communication:
- Stakeholder Analysis: Develop tailored engagement strategies to build support and alignment among stakeholders at all levels.
- Communication Planning: Develop and implement communication plans to keep stakeholders informed and engaged throughout the change process.
Change Capability Building and Support:
- Change Leadership Development: Provide leadership development programs and support to equip managers and leaders with the skills, knowledge, and tools needed to lead change effectively. This includes coaching, mentoring, and providing resources to build change management competency.
- Employee Support and Resources: Ensure that employees have access to the necessary support, resources and training to navigate change successfully.
Change Readiness Assessment and Monitoring:
- Change Readiness Assessment: Conduct regular assessments of organizational readiness for change to identify gaps, barriers, and areas of strength.
- Risk Management: Develop risk mitigation plans and contingency measures to address potential challenges.
Communication Plan & Execution:
- Audience Segmentation and Messaging: Segment target audiences, Develop tailored messaging and communication strategies to effectively reach and engage each audience segment.
- Multi-channel Integration: Implement a multi-channel communication approach, utilizing a combination of traditional and digital channels. Ensure consistency of messaging across all channels.
Distribution Engagement Forum (DEF) Management:
- Agenda Development and Facilitation: Lead the DEF meeting agendas in collaboration with cross-functional teams. Facilitate engaging and productive meetings that encourage open dialogue, idea sharing and problem-solving.
- Action Item Tracking and Follow-up: Maintain a comprehensive log of DEF meeting minutes, action items, and decisions. Ensure timely follow-up on action items and accountability..
What will make you successful in this role?
- Change Management Expertise: Demonstrated experience in developing, executing and measuring change management strategies. This includes guiding the business through change initiatives, analyzing impacts and ensuring successful execution.
- Communication Mastery: Exceptional communication skills are essential. You must effectively convey messages internally, ensuring alignment with organizational objectives and maintaining consistency across all channels.
- Distribution Engagement Forum Leadership: Ability to lead and manage the Distribution Engagement Forum effectively. This involves planning, facilitating discussions and reporting on outcomes to drive employee engagement and alignment with business goals.
- Strategic Thinking: Strong strategic thinking capabilities to develop and implement marketing and communication strategies aligned with business objectives. This includes identifying target audiences, conducting market research and positioning the brand effectively.
- Team Management: Proven ability to manage and motivate a team, providing support, guidance and opportunities for skills development. You'll also be responsible for creating and maintaining a positive team culture.
- Adaptability and Resilience: The financial services industry is dynamic and change is constant. You must be adaptable, resilient and able to thrive in a fast-paced environment, overcoming challenges with a solutions-oriented mindset.
- Collaboration Skills: Effective collaboration with cross-functional teams and external stakeholders is crucial. You'll work closely with various departments and external service providers to ensure seamless execution of communication initiatives.
Experience and Qualification/s required
- Bachelor’s degree or Diploma in change management
- Certification in communication/journalism will be an added advantage
- Certification in Project management will be highly advantageous
- 7+ years’ background in a similar position.
- The experience of building targeted content is advantageous.
- Sound understanding of communication practices and procedures.
- Excellent communication skills.
- Ability to multitask and work well under pressure.
- Outstanding organizational and leadership skills.
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.
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What will you do?
- Testing the soundness and stability of new and existing programs on different systems, including Epsilon, SanQuote and Actuarial Systems.
- Liaison with basis writers, programmers, business and system analysts.
- Analysing specifications of millennium tasks that have an impact on the Actuarial Calculation Engine (ACE), PBB and the Mechanical Testing Systems (MTS), Epsilon, SanQuote Web (SQW), SanQuote Desktop (SQD) and other Mechanical testing systems, then applying it to set up test packs to test the various systems.
- Set up hand calculations from the basis and specification documents.
- Testing of daily claims and monthly renewals of Epsilon products.
- End-to-End testing: writing of flows and PIT testing for tasks.
- Testing of other systems on a release basis – Future of Advice, Wealth Bonus Booster
- Maintenance and improvement of tools and processes through automation.
- Handling of ad-hoc queries and tasks.
- Generating and recommendation of innovative ideas to enhance testing processes.
What will make you successful in this role?
Qualifications:
- Mathematics HG up to Grade 12 (C-symbol or higher) OR Mathematics Level 6 or higher for National Senior Certificate
- B-Degree or Diploma with a Mathematical or Computational major will be advantageous.
Experience & Knowledge:
- Good understanding of Microsoft Office, especially Excel.
- Sound knowledge of Sanlam retail Savings and/or Risk products.
- Knowledge and an understanding of the calculators, Epsilon system, Quotation Systems, Agile testing and Actuarial MTS programs and the stakeholders involved.
Personal attributes and Competencies:
- Professionalism
- Attention to detail
- Accuracy
- Ability to work independently and as part of a team
- Ability to work under pressure
- Client orientated
- Ethical
- Flexibility
- Good communication skills (written and verbal)
- Good planning and organisation
- Time management skills
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 »
The overall purpose of the role : Key Responsibilities:
- To support the Client Relations Managers in the delivery of client service excellence.
- Preparation of new business documents, agenda packs, etc.
- Distribution of electronic benefit statements and updating share-point accordingly
Actively behave in a manner required to establish, maintain, and advance business and stakeholder relationships.
- Establishes and develop relationships with internal and external stakeholders to maintain client satisfaction
- Assist clients to meet their obligations in terms of Section 13A by working through monthly unconfirmed lists
- Provide support to clients on Client portal for all transactions (contributions, claims, statements and reporting
- Member app/web – actively promote members to make use of the app/web
Preparation of meeting agendas and reports and follow-up of action items
- Effective handling and managing of telephone and email queries
- Perform to a high standard and be prepared to develop in the role
Undertake additional training as required to fulfil the role
Actively participate in internal forums, training, and social events
Assistance with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.
Qualification and Experience:
- Relevant tertiary financial/investment qualification
- Minimum of 5 years relevant experience in the Employee Benefits industry
- Good proficiency in Microsoft Office
- Needs to understand, write, and speak Afrikaans.
Knowledge and Skills:
- Knowledge of legislation applicable to the retirement fund industry
- Previous retirement fund experience will be advantageous.
- Certificate of Proficiency will be advantageous.
- Knowledge of internal workflow systems and Client Portal will be advantageous.
- Proficiency in MS Office (Word, Excel, and Outlook)
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What will make you successful in this role?
Output/Core Tasks:
- Design, facilitate and implement learning content using various methodologies for all new starter training programs.
- Responsible for the design and implementation of all mandatory legislation courses, for the purpose of continuous development of the knowledge and skills for existing staff, using various methodologies.
- Partner with various business stakeholders to review and evaluate learning content to ensure effectiveness as well as continually evolve content and training approaches to enhance the learning experience.
- Perform needs analysis consultations with business stakeholders to identify training needs.
- Collaborate with the Quality Assurance team to further enhance employee development and performance.
- Collaborate with Management/Process Office and Quality to tailor or amend training materials.
- Coach, develop and mentor employees.
- Support business stakeholders and employees with legislation related enquiries and decisions.
- Maintain records of learning interventions which includes but not limited to attendance registers, content and assessments.
- Stay abreast of industry related legislation amendments and implementations.
- Design and develop fit for purpose e-learning content.
- Facilitate classroom training either face to face or online using MS Teams.
- Assess learning performance post-training.
Role Requirements:
Qualifications:
- Matric/Grade 12
- A tertiary qualification which can either be a Diploma or Degree.
- Mentoring and Coaching qualification will be to your benefit.
Experience:
- A minimum of 5 years’ experience in the insurance industry, with above average performance.
- Experience as a BSS Client Services Representative at Intermediate, Specialist or Quality level, with above average performance will be advantageous.
- Comprehensive knowledge, understanding and experience in working with the following legislation:
- Financial Intelligence Centre Act and Party Due Diligence legislative requirements.
- Financial Intelligence Centre Act and Party Due Diligence processes followed by Business Shared Services.
- Protection of Personal Information Act
- Fraud prevention.
- Experience in facilitating long duration programs (4+ weeks concurrently) will be advantageous.
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Key Responsibilities
- Formulate clear strategic objectives and a business plan for specific client area.
- Work closely with the Head of Retail Distribution and other Investment Specialists, in terms of developing client strategy and plans (i.e., sales and retention strategies).
- Actively use and leverage capability of a cluster wide CRM.
- Understand client needs in order to identify appropriate products and solutions.
- Actively manage key client relationships focusing on growing and developing existing clients together with generating new business.
- Influence overall profitability of client area by meeting targets.
- Position and package Satrix simply and effectively to the client area.
- Act as the key interface between the client and Satrix as well as a Satrix brand ambassador.
- Prepare and deliver selling presentations and client feedback reports.
Minimum Requirements
- Undergraduate degree, preferably commercial (e.g. B. Com, B.Bus.Sc), unless qualified by extensive experience and track record.
- Relevant postgraduate qualification would be advantageous (e.g., CFA, CFP).
- At least 5 years’ experience in investment sales.
- Deep understanding of investment principles, financial instruments and unit trusts.
- Strong understanding of the segment landscape, different players and key needs.
go to method of application »
What will you do?
- To grow the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.
- Guiding, integrating and standardising the activities, goals and objectives of various Sales Consultants in the branch, in line with the strategy.
- Leading a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.
- Assuming responsibility for the successful day to day maintenance and management of the Retail branch.
- Being a key representative for the retail branch in the industry.
What will make you successful in this role?
Strategy Development and Business Planning:
- Work with Area Manager and translate the Provincial strategy into a retail branch strategy, specifying targets, objectives and metrics.
- Contribute insights to monthly, quarterly and annual business planning for retail branches in the Region / Province.
- Responsible for managing operational costs in line with the allocated budget.
- Develop incentive tactics for the Branch Consultants and drive performance
Retail Branch Sales Delivery
Activations:
- Develop and execute strategies (campaigns / promotions / events / etc.) to entice and draw clients from outside of the branch.
- Plan and represent the branch at various forums / events / community platforms to establish awareness and gain business.
Sales and Operational Effectiveness:
- Communicate the Retail Branch strategy, sales targets and metrics to Branch Consultants. Identify Key Result Areas and work with Branch Consultants to develop and agree collective targets.
- Monitor activities and the achievement of sales targets in the branch. Identify areas of improvement and work with Branch Consultants to address / rectify.
- Work with Business Owners of supporting functions (HR, Technology, etc.), and put the right mechanisms in place (systems, processes, technology) to ensure the branch is able to deliver a service and achieve targets.
- Identify and escalate areas of improvement regarding support systems, processes, and technologies. Where possible, solve problems or propose solutions to prevent issues from reoccurring.
Establish and drive a Service Culture:
- Align processes and procedures in the Bank to allow for a smooth, efficient and optimal client experience.
- Develop, drive and monitor client experience, and client service delivery standards in the branch.
- Manage the daily achievements of and adherence to service delivery SLAs. Identify areas of continuous improvement and take corrective action to address it.
- Ensure all client complaints and queries are handled effectively, within SLA timeframes. Where relevant, respond to escalations and continuously provide feedback to clients regarding outcomes / progress of resolutions.
Compliance, Quality and Risk Management:
- Ensure compliance and quality standards are effectively communicated and adopted across the branch.
- Ensure alignment to the Treating the Customer Fairly (TCF) framework in all business practices and ensure the branch operates within the FSCA regulations.
People Management:
- Work with Human Resources and Talent Acquisition to put the necessary capacity / capability in place to achieve sales targets in the branch.
- Work with HR to establish and maintain good people practices in the branch.
- Responsible for all operational people practices relating to direct reports, in collaboration with the Human Resource Function (talent management, performance management, individual development and growth, resolving grievances, leave allocation, capacity management, etc.).
- Manage and support the accreditation and continuous professional growth of staff functioning in the branch.
Monthly Planning and Reporting
- Responsible for monthly reporting of sales and service activities in the Branch. Analyse data to identify areas of improvement and plan for the next month.
- Conduct monthly and annual planning based on reports
Qualification:
- Matric (Grade 12)
- RE1 and RE5
- 120 Wealth Management credits OR tertiary qualification recognised by the FSCA
- Class of Business accreditation (annual)
- Compliant with continuous professional development (CPD) current and past cycles.
go to method of application »
What will you do?
- The Automation Tester or Engineer will design automation tests. Duties will include designing automation scripts and finding solutions for automation problems. You should also be committed to developing skills in order to provide up-to-date solutions.
What will make you successful in this role?
- Write, design, and execute automated tests by creating scripts that run testing functions automatically for Backend, Frontend and API automation
- Maximize test coverage for the most critical features of the system
- Determine the priority for test scenarios and create execution plans to implement these scenarios
- Write documentation for automated processes including test plans, test procedures, and test cases
- Build/Maintain test automation frameworks which are fit for purpose and applicable to project scope
- Log and document bugs in the tracking system
- Set up Continuous Integration.
- Researching issues in software through testing
- Collaborating with QA Analysts and Software Developers to develop solutions
- Keeping updated with the latest industry developments
- Perform test scheduling and execution (manually/automated)
- Identify and create test data
- Perform test case preparations and design, assist with the scripting of automated test cases, conditions and checkpoints
- Develop test scenarios to test each software component and demonstrate the business condition under test and the expected results
- Perform test reporting based upon coverage and clearance statistics
- Perform test documentation compilation
- Identify and analyse defects, log defects and track defect resolution within release time frames
- Risk identification and reporting
- Perform scope and test effort estimations
- Analyse risks, develop contingencies, and plan testing accordingly
Qualification and Experience
- B.Sc Degree in Computer Science, Software Development, or a related field
- ISTQB/ISEB qualification will be an advantage
- Previous experience as a Test Automation Engineer
- Strong experience and proficiency in programming languages such as C# and JAVA
- 2+ years Automation Testing experience
go to method of application »
What will you do?
- To grow the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.
- Guiding, integrating and standardising the activities, goals and objectives of various Sales Consultants in the branch, in line with the strategy.
- Leading a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.
- Assuming responsibility for the successful day to day maintenance and management of the Retail branch.
- Being a key representative for the retail branch in the industry.
What will make you successful in this role?
Strategy Development and Business Planning:
- Work with Area Manager and translate the Provincial strategy into a retail branch strategy, specifying targets, objectives and metrics.
- Contribute insights to monthly, quarterly and annual business planning for retail branches in the Region / Province.
- Responsible for managing operational costs in line with the allocated budget.
- Develop incentive tactics for the Branch Consultants and drive performance
Retail Branch Sales Delivery
Activations:
- Develop and execute strategies (campaigns / promotions / events / etc.) to entice and draw clients from outside of the branch.
- Plan and represent the branch at various forums / events / community platforms to establish awareness and gain business.
Sales and Operational Effectiveness:
- Communicate the Retail Branch strategy, sales targets and metrics to Branch Consultants. Identify Key Result Areas and work with Branch Consultants to develop and agree collective targets.
- Monitor activities and the achievement of sales targets in the branch. Identify areas of improvement and work with Branch Consultants to address / rectify.
- Work with Business Owners of supporting functions (HR, Technology, etc.), and put the right mechanisms in place (systems, processes, technology) to ensure the branch is able to deliver a service and achieve targets.
- Identify and escalate areas of improvement regarding support systems, processes, and technologies. Where possible, solve problems or propose solutions to prevent issues from reoccurring.
Establish and drive a Service Culture:
- Align processes and procedures in the Bank to allow for a smooth, efficient and optimal client experience.
- Develop, drive and monitor client experience, and client service delivery standards in the branch.
- Manage the daily achievements of and adherence to service delivery SLAs. Identify areas of continuous improvement and take corrective action to address it.
- Ensure all client complaints and queries are handled effectively, within SLA timeframes. Where relevant, respond to escalations and continuously provide feedback to clients regarding outcomes / progress of resolutions.
Compliance, Quality and Risk Management:
- Ensure compliance and quality standards are effectively communicated and adopted across the branch.
- Ensure alignment to the Treating the Customer Fairly (TCF) framework in all business practices and ensure the branch operates within the FSCA regulations.
People Management:
- Work with Human Resources and Talent Acquisition to put the necessary capacity / capability in place to achieve sales targets in the branch.
- Work with HR to establish and maintain good people practices in the branch.
- Responsible for all operational people practices relating to direct reports, in collaboration with the Human Resource Function (talent management, performance management, individual development and growth, resolving grievances, leave allocation, capacity management, etc.).
- Manage and support the accreditation and continuous professional growth of staff functioning in the branch.
Monthly Planning and Reporting
- Responsible for monthly reporting of sales and service activities in the Branch. Analyse data to identify areas of improvement and plan for the next month.
- Conduct monthly and annual planning based on reports
Qualification:
- Matric (Grade 12)
- RE1 and RE5
- 120 Wealth Management credits OR tertiary qualification recognised by the FSCA
- Class of Business accreditation (annual)
- Compliant with continuous professional development (CPD) current and past cycles.
Method of Application
Use the link(s) below to apply on company website.
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