Client Services Manager

Sanlam; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading financial services company is seeking a Client Services Manager: Administration in Johannesburg. The role involves managing a team to ensure high-quality client service to both investors and financial intermediaries. Candidates should have 8 to 10 years of experience in the LISP environment, with at least 5 years in management. A relevant tertiary financial qualification is required. The company is committed to transformation and diversity, welcoming applications from all individuals.

Qualifications

• 8 to 10 years of experience in the LISP environment.
• 5 years in management roles.

Responsibilities

• Manage a team of consultants to ensure high quality client service.
• Deliver on contracted SLA’s and provide resolutions for enquiries.
• Analyze data to prioritize and delegate work effectively.

Skills

Client focused

Strong communication skills

Leadership skills

Analytical Thinking

Relationship Building Skills

Education

Matric / Grade 12

Relevant tertiary financial qualification

Completion of Regulatory Exam 1

Degree or Diploma with 8+ years related experience

Job description

Overview

Who are we? 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 Client Services Manager: Administration will contribute to the high standard of quality client service to both financial intermediaries and investors and manage a team of consultants.

Key Outcomes

• Leadership: Leading team members to achieve Client Service’s strategic objectives; Growing and implementing the Glacier vision for the Communication Centre
• Client Servicing: Delivering on contracted SLA’s; Provide resolutions and guidelines for technical and escalated enquiries and complaints; Liaison role between Communication Centre, Glacier Client Services and Sales teams; Creating a culture of Treating Customers Fairly in the Communication Centre
• Decision Making: Prioritization / delegation of work; Analyzing data and making data driven decisions; Management of workflow and efficiencies
• Managerial Functions: Performance Management; Recruitment; General people management; Implementation of NWOW management structures and team processes
• Coaching & Training: Ongoing Coaching & identification of training and development needs; Liaison and contracting with the coaching and training teams; Contracted development plans for team members

Qualifications and Experience

• Matric / Grade 12.
• Relevant tertiary financial qualification and completion of Regulatory Exam 1.
• 8 to 10 years of experience in the LISP environment, 5 years in management roles.

Competencies

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Be Resilient
• Relationship Building Skills
• Understanding of the financial intermediary market
• Client Service Orientation
• Strong communication skills
• Training & Coaching skills
• Analytical Thinking & Problem-solving skills
• Leadership skills
• Multitasking
• Initiative / Function independently
• Decision-making skills
• Knowledge of economic principles & economic environment / investment products

Attributes

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

What will make you successful in this role?

Qualification and Experience

Degree or Diploma with 8 plus years related experience

Knowledge and Skills

• Support function management
• Operations Management
• Relationship Management
• Management of employees

Personal Attributes

• Optimises work processes - Contributing through others
• Builds effective teams - Contributing through others
• Decision quality - Contributing through others
• Directs work - Contributing through others

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 through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others

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.