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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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What will make you successful in this role?
1. Assist in growing the Sanlam Connect Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by Sanlam Connect.
- 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 SanlamConnect brand
2. 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.
3. 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 client’s 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 client’s portfolio annually by undertaking the above steps.
4. Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through ‘back-office’ 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.
5. 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.
Knowledge and Skills
- Financial advice and support
- Production target achievement and budgeting
- Compliance and risk management
- Client relationship management
- Financial planning and recommendations
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What will you do?
- Receive client queries and complaints
- Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
- Displaying positive attitude towards stakeholders and colleagues
- Client queries resolved within agreed timelines
- Client queries escalated to next level of expertise
- Improved 1st call resolutions when handling queries
- Perform operational transactions
- Ensure that 100% of work(policy information and simple changes) is accurately processed within agreed SLA
- Handling client emails within the agreed SLAAchieve > 95% on all evaluation transactions
- Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
- Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc)
- Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc)
- 100% attendance of scheduled training on product, process and systems
- A pass rate of 90% achieved on all product assessments
- 100% competence on all systems
- Ensure error rate of 1% on all interactions
What will make you successful in this role?
Qualification & experience
- Matric
- Diploma or Degree is an advantage
Knowledge and skills
- COP is an advantage
- At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sector
- Computer literacy
- MS Office
- Basic Insurance understanding
- Be able to speak English, Afrikaans and at least 2 other national African languages
- Product knowledge
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Key Responsibilities
Strategic Leadership & Alignment:
- Collaborate closely with the executive team in formulating and executing SMMI's strategic plan.
- Implement business process enhancements and identify new areas for growth and 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.
Digital Transformation:
- Champion SMMI's digital transformation journey, promoting technological advancements across all operational facets.
- Collaborate with IT and other relevant departments to identify digital opportunities and leverage digital tools to optimise business processes and client interactions.
- Evaluate and champion the implementation of innovative digital solutions that drive efficiency, client satisfaction, and growth.
Operational Efficiency & Development:
- Oversee the design, enhancement, and implementation of systems that improve operational efficiency.
- Ensure that operational processes are scalable, flexible and support SMMI’s overall strategies.
- Drive continuous improvement methodologies, ensuring optimal service delivery and efficiency.
- Oversee, refine, and enforce efficient and effective day-to-day operational procedures.
- Streamline front- and back-office systems to ensure seamless operations across SMMI.
- Ensure regulatory compliance across all operational facets
- Represent the business on various Group and Cluster forums and initiatives and action deliverables from these platforms as and when required.
Stakeholder & Relationship Management:
- Foster strong relationships with key stakeholders, both internal and external.
- Coordinate with business units to ensure alignment and effective execution of operational strategies.
- Build and maintain sustainable relationships with clients, focusing on delivering exceptional service.
People Leadership & Organisational Development:
- Lead, guide, and mentor large, diverse project and administrative teams to achieve results consistently.
- Spearhead the operations team's hiring, training, and professional development.
- Influence and foster a culture of excellence, innovation, continuous improvement, collaboration, and accountability.
Risk Management & Compliance:
- Oversee the development of risk management strategies, ensuring that the organisation complies with all industry regulations and standards.
- Ensure that operational risks are identified, evaluated, and managed effectively.
Business Growth:
- Drive revenue growth and margin improvements by leveraging operational efficiencies and new market opportunities.
What will make you successful in this role?
Key Qualifications & Experience:
- Master’s in business administration (MBA) or equivalent from a recognised institution.
- A minimum of 10 years of experience in the financial industry, with a significant focus on investment administration and operations.
- Demonstrable track record of strategic leadership and delivering significant fundamental change to organisations.
- Extensive experience in project management, change management, systems architecture, infrastructure development, and business consulting.
- Hands-on experience in implementing digital transformation strategies in financial institutions.
- Proven ability to manage large teams and deliver results in high-pressure scenarios.
- Knowledge and experience in regulatory compliance, financial management, and risk management.
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Key responsibilities
- Drive the evolution of a robust quantitative and qualitative capability.
- Ensure investment decision making subject to quantitative scrutiny by attributing key decisions using both internal and external models.
- Engage with asset managers to provide solutions in portfolios.
- Improve consistency of manager combinations in solutions by applying advanced statistical techniques to portfolio construction
- Apply statistical techniques to identify persistencies and consistencies of solutions.
- Drive the asset allocation framework including SAA and tactical bands, and consideration of new asset classes and investment strategies.
- Maintenance of and enhancements to quantitative tools, databases, systems and methodologies to stress test and improve manager selection, asset allocation and portfolio construction.
- Development and enhancements to the Quants framework to effectively deal with strategic initiatives within the team and the broader business.
- Actively participate in team discussions and investment decision making; bringing quantitative rigor and challenging qualitative views and biases.
- Self-development
- Ensure that standard procedures, practices and Client servicing are maintained and adhered to
- Risk awareness and the management of these risks
- Awareness of regulatory legislation and developments within the industry
Qualifications and experience
- Relevant bachelor's degree – Bachelor’s degree majoring in Finance, Economics or Actuarial Science (Hons). Stats/Maths Degree.
- CFA advantageous
- Minimum of 3-5 years Asset Management/Investment experience
- Excellent quantitative skills that have been honed in an asset management/multi-management environment.
- Practical knowledge of optimization techniques and modelling. Background in any actuarial or statistical modelling.
- Previous working experience in a multi-manager or single manager environment.
- Skills in identifying underlying managers/strategies for portfolio construction to achieve robust outcomes.
Knowledge and skills
- Knowledge of investment products/asset classes and wider Investment services industry and process.
- Computer literate with proficiency in Microsoft Office (Word, Excel, PowerBI, Macros and PowerPoint)
- Intermediate/Advanced programming and modelling skills (R, Python)
- Systems knowledge and experience (Morningstar, MSCI Barra, Bloomberg, Iress)
- Self-starter
- Excellent writing skills
go to method of application »
What will make you successful in this role?
1. Assist in growing the Sanlam Connect Business
- Be committed to the marketing plans and targets set for growing and developing the business as set forward by Sanlam Connect.
- 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 SanlamConnect brand
2. 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.
3. 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 client’s 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 client’s portfolio annually by undertaking the above steps.
4. Client Service
- Ensure all client interactions are ethical, courteous and professional.
- Follow-up or refer all existing business queries to be resolved timeously through ‘back-office’ 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.
5. 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.
Knowledge and Skills
- Financial advice and support
- Production target achievement and budgeting
- Compliance and risk management
- Client relationship management
- Financial planning and recommendations
Method of Application
Use the link(s) below to apply on company website.
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