Call Centre Support Manager

Sanlam Limited; Cape Town; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

Sanlam Limited in Cape Town is seeking a Communication Centre: Support Manager to lead a team of consultants delivering superior client service to intermediaries and investors. You will drive accountability, collaboration, and continuous improvement from our Cape Town office.

The role emphasizes people leadership, operational excellence, and coaching to foster empowered teams while maintaining efficient workflows and strong client outcomes.

Qualifications

• Matric / Grade 12 and a relevant financial qualification.
• Regulatory exams completed are advantageous.
• 3–5 years proven management experience is required.
• Coaching qualification and experience are preferred.
• Customer focus and delivery of results are essential.
• Resilience and adaptability in a dynamic environment.

Responsibilities

• Lead and develop a team of consultants to deliver high client service standards.
• Ensure operational excellence and accountability within the team.
• Balance effective workflow management with empowering teams.
• Provide guidance on technical and escalated inquiries and complaints.
• Recruit, coach, and manage performance; implement NWOW structures.

Education

Matric / Grade 12

Relevant financial qualification

Regulatory exams completed

Proven management experience

Coaching qualification and experience

Client focus

Drive results

Resilience

Job description

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world‑class quality and commitment that have come to distinguish Glacier.

What will you do?

Job Purpose

The Communication Centre: Support Manager plays a pivotal role in delivering a consistently high standard of client service to both financial intermediaries and investors. This role is responsible for leading and developing a team of consultants, ensuring operational excellence, and fostering a culture of accountability, learning, and continuous improvement.

We are looking for a manager who thrives on connection, someone who is naturally engaging, values open communication and leads through collaboration and transparency. If you are the kind of leader who shares generously, embraces change, and inspires others to do the same, you will feel right at home here. This role is ideal for someone who sees people as the heart of service and believes that great client experiences start with empowered teams and can balance that with efficient workflow management. This role is based in our Cape Town office.

Key Outcomes

The following outcomes will be expected to be achieved by the Support Manager:

Leadership

• Leading team members to achieve Client Service’s strategic objectives
• Growing and implementing the Glacier vision for the Communication Centre
• Delivering on contracted SLA’s in both the Call Centre and Email teams
• Provide resolution & guidelines for technical and escalated enquiries and complaints
• Creating a culture of Treating Customers Fairly in the Communication Centre

Decision Making

• Prioritisation / delegation of work
• Management of workflow and efficiencies

Managerial Functions

• Performance management
• Recruitment
• Implementation of NWOW management structures and team processes

Coaching & Training

• Ongoing Coaching & identification of training and development needs
• Implementation of quality assurance best practices, processes and procedures and standards
• Measurement of quality of call, e-mails, for the communication centre
• Results orientated coaching to improve client experience
• Analyse, facilitate and co-ordinate continual feedback to consultants and /management
• Compile individual performance reports, recording all feedback to consultants
• Review the standards that are measured and suggest improvements of the standards to management
• Provide input into projects to improve client experience when required

Qualifications and Experience

• Matric / Grade 12
• Relevant financial qualification and completion of applicable regulatory exams
• Glacier experience with exceptional Glacier product and process knowledge will be an advantage
• 3 – 5 years Proven management experience
• Proven coaching qualification and experience
• Client focused
• Drive Results
• Resilient

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to adapt to change

What will make you successful in this role?

Qualification and Experience

Appropriate Financial Degree with 3 to 6 years related experience.

Knowledge and Skills

Ensure effective audits and expense management controls

Department operations and office management

Management of admin/clerical employees

Good understanding of regulatory and statutory environment

Compile, manage and interpret Reports

Personal Attributes

Communicates effectively - Contributing independently

Decision quality - Contributing independently

Directs work - Contributing independently

Plans and aligns - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth.Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.