Customer Experience Lead: Call Centre & Email

Sanlam; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Glacier by Sanlam in Cape Town is seeking a proactive Support Manager to lead a client services team in the Communication Centre. You will drive service excellence, oversee SLA delivery, and foster a culture of accountability and continuous improvement.

We value collaboration, change‑readiness, and the ability to develop staff while balancing efficient workflow. A relevant financial degree and 3–6 years of management experience are required.

Qualifications

• Matric / Grade 12 is required.
• Relevant financial qualification and regulatory exams are advantageous.
• Experience with Glacier products and processes is an advantage.

Responsibilities

• Lead team members to achieve client service objectives.
• Deliver on SLA’s for Call Centre and Email teams.
• Coach and develop consultants; drive continuous improvement.

Skills

Client focused

Collaborates

Drive results

Resilient

Problem solving

Adaptability

Communication skills

Education

Matric / Grade 12

Relevant financial qualification

Completion of regulatory exams

Job description

Glacier by Sanlam in Cape Town is seeking a proactive Support Manager to lead a client services team in the Communication Centre. You will drive service excellence, oversee SLA delivery, and foster a culture of accountability and continuous improvement.

We value collaboration, change‑readiness, and the ability to develop staff while balancing efficient workflow. A relevant financial degree and 3–6 years of management experience are required.