Client Experience and Value Proposition Manager: JG: 14

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Date: 15-Jun-2022

Location: Bellville, Western Cape, South Africa

Company: Sanlam Group


Who are we?


The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.


The Recurring Savings business forms part of the Sanlam Retail Affluent (SRA) cluster and it offers recurring saving solutions to various segments within the market. The Recurring Savings business is also responsible for the optimisation and management of SRA’s “legacy/closed book” solutions.

What will you do?


This role exists in our Sanlam Recurring Savings business unit and it focuses on developing and maintaining appropriate Savings product solutions in order to achieve business strategic objectives as well as shorter and medium term growth.


The Recurring Savings business is also responsible for the optimisation and management of Sanlam Retail Affluent’s (SRA) “legacy/closed book” solutions and the role supports this function.


As a senior member of the Client Solutions team you have an opportunity to influence the product and client solutions strategy of the Recurring Savings business and make an impactful contribution to the outcomes for our clients and the savings culture in South Africa. You will form part of a diverse team responsible for the whole product lifecycle and client journey. In this the role you will:


  • Be responsible for developing and refining the client experience and engagement strategy for the Recurring Savings business
  • Facilitate Research, to measure the effectiveness of our client experience initiatives and to identify client pain points
  • Collaborate with Product development, Marketing and Communications teams on development of compelling client value propositions for both self-directed and intermediated clients
  • Drive client experience initiatives for the business from business case to implementation and measurement, in collaboration with other stakeholders including the IT and CX functions and other Sanlam business units
  • Support our Business Solutions team with the client experience and communication aspects of initiatives that drive value optimisation including, inter alia, product consolidation and product conversions
  • Contribute to product ideation, finding innovative new ways to meet clients’ savings needs or respond to legislative changes
  • Provide expert client experience guidance to other areas of the business, e.g. Product, Operations or Retention teams


What will make you successful in this role?


  • Be able to put yourself in our clients’ shoes
  • Can collaborate to formulate and develop innovative ideas
  • Be able to communicate your ideas to different audiences in a convincing and persuasive way
  • Be able to communicate to and work with individuals at different levels within the organisation
  • Can deliver under pressure and maintain a good work life balance
  • Have a data-driven mindset and ability to iterate
  • A strong interest in contributing to the business strategy as well as the client strategy of the business

Qualification and Experience:


  • Relevant Business qualification
  • Relevant experience in Client Experience will be beneficial
  • Relevant experience working with savings products and/or developing client value propositions will be beneficial
  • Demonstrated analytical ability (e.g. Actuarial, Finance, Statistics, Engineering background) will be beneficial
  • Relevant industry knowledge

Personal Attributes:


  • Business acumen and Industry insights
  • Excellent communication skills and able to influence others
  • Self-development and Self-motivated
  • Technical skills
  • Building and maintaining effective relationships
  • Adaptable, can work independently and as part of team
  • Good presentation skills
  • Innovative thinker

Core Sanlam Competencies:


  • ​​​​​​​Cultivates Innovation
  • Customer focus
  • Drives results
  • Collaborates
  • Being resilient

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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, 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. 


Closing date: 29 June 2022 

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.