Service Team Leader: CSC

Sanlam; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Job summary

The Service Team Leader at Sanlam Investment Group will manage, lead, support and develop consultants within the Client Contact Centre in line with SCI service standards and values. This role requires an organised, self-disciplined individual who can motivate others and respond to shifting priorities while ensuring processes and targets are met.

Key responsibilities include performance management, coaching, ensuring SLA delivery, handling escalations, evaluating calls and emails, and compiling

Qualifications

• Relevant Business Degree required.
• 1-2 years' experience in a contact center environment.
• Key understanding of the Collective Investments industry.

Responsibilities

• Ongoing performance management, mentoring and coaching of existing and new staff.
• Ensure that workloads are cleared timeously to ensure SLA is achieved.
• Query Management to ensure end-to-end service recovery.
• Quality evaluation of consultant's calls and emails, spot checks of tasks processed daily by team members.
• Dealing with elevated client and staff queries and managing the ongoing relationship between internal and external clients.
• Drawing department/team stats and compiling reports for Retail Service Manager/Head of Retail.
• Conducting and documenting consultant monthly performance feedback sessions.
• Running and implementing ad-hoc projects and initiatives aligned with business strategies and values.

Skills

Business degree

Contact centre experience

Collective Investments knowledge

Education

Business Degree

Job description

Sanlam Investment Group

The Sanlam Investment Group is uniquely equipped and positioned to deliver on its purpose of empowering generations to be financially confident, secure and prosperous. Through our vast in-house expertise and strategic partner networks, we can access all asset classes across the globe, private and public, actively and passively managed, to develop investment solutions that are in our clients' best interests and have a positive impact on society. Backed by the Sanlam Group’s balance sheet, the Sanlam Investment Group has a true competitive advantage in its ability to invest alongside clients, particularly in private markets where impact investing drives the agenda.

Who we are?

Sanlam Investment Group

The Sanlam Investment Group is uniquely equipped and positioned to deliver on its purpose of empowering generations to be financially confident, secure and prosperous. Through our vast in-house expertise and strategic partner networks, we can access all asset classes across the globe, private and public, actively and passively managed, to develop investment solutions that are in our clients' best interests and have a positive impact on society. Backed by the Sanlam Group’s balance sheet, the Sanlam Investment Group has a true competitive advantage in its ability to invest alongside clients, particularly in private markets where impact investing drives the agenda.

Sanlam Collective Investments (SCI)

Sanlam Collective Investments (SCI) was established in 1967 as a full Sanlam subsidiary. Sanlam Collective Investments manages over R590 billion on behalf of more than 300 000 clients. Other renowned financial services companies have also partnered with us to offer third-party funds. In these cases, the third-party funds are distributed and promoted by respective financial services companies, whereas Sanlam Collective Investments is responsible for client administration and compliance.

What will you do?

The Service Team Leader will be responsible for managing, leading, supporting and developing the consultants within the Client Contact Centre in accordance with the SCI service standards and values. This individual, whilst needing to be able to cope with shifting priorities, will need to ensure processes and targets are adhered to and achieved. This role requires an organised, self-disciplined individual who is passionate about motivating and supporting others.

Key Responsibilities Will Include, But Not Limited To

• Ongoing performance management, mentoring and coaching of existing and new staff.
• Ensure that workloads are cleared timeously to ensure SLA is achieved.
• Query Management to ensure end-to-end service recovery.
• Quality evaluation of consultant's calls and emails, spot checks of tasks processed daily by team members.
• Dealing with elevated client and staff queries and managing the ongoing relationship between internal and external clients.
• Drawing department/team stats and compiling reports for Retail Service Manager/Head of Retail.
• Conducting and documenting consultant monthly performance feedback sessions.
• Running and implementing ad-hoc projects and initiatives aligned with business strategies and values.

What will make you successful in this role?

• Relevant Business Degree - Essential
• 1-2 years' experience within a contact center environment - Essential
• Key understanding of the Collective Investments industry - Essential

Knowledge And Skills

• Drive leads and service targets.
• Coaching, quality and compliance.
• Strategic and operational call centre control and reporting.
• Call centre workflow management.
• Management of employees.

Personal Attributes

• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently
• Interpersonal savvy - 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.

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 ensure 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.