Contact Centre Leader - Client Experience & Coaching

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

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.