First Line Manager

What will you do?

The Sanlam Life and Savings (SLS) cluster provides clients across different market segments (middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Our products are designed to facilitate long-term wealth creation, protection and niche financing and therefore these solutions are engineered around client needs. 

The Business Shared Services unit is responsible for all the servicing needs of these clients once the new business has been finalised.  This includes all incoming service channels e.g. Call, Mail, Fund and Claims centres.  We also provide back office maintenance services including data remediation.  

We believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation. Appointments will be made in line with the company’s transformation plan. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.
 

What will make you successful in this role?

Job Purpose:

Output/Core Tasks:

•    Manage a department’s performance within a specific division of Business Shared Services
•    Ensure that your department effectively contributes to the business Unit’s Client Satisfaction and Experience standards  
•    Manage the budget and make decisions regarding resources with your team
•    Manage the People practices and performance statistics and reports of your department
•    Actively be responsible for the coaching, training and development of personnel 
•    Assist and provide support to team members regarding complex client enquiries
•    Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery.
•    Work closely with the Resource Planning team to ensure the most effective resource plans are developed and achieved 
•    Review management information and make suggestions, recommendations so as to improve processes across the business. 

Role Requirements:

Qualifications:

•    Matric/Grade 12

•    Relevant business degree/diploma 

•    Industry related qualification will be an advantage 

Knowledge and Experience: 

Must have insurance industry knowledge and an understanding of: 

•    Exposure to retirement annuity and retirement fund administering is essential

•    Leading a team tasked with of retirement annuity administration is critical for the role.

•    Life Assurance environment

•    Client Services business

•    Financial Service experience is essential

Sanlam core competencies:

•    Leading through Innovation 
•    Integrity in everything we do 
•    Caring for all   
•    Collaboration together for better 

Role Competencies:

•    Ability to function under immense pressure

•    Good conflict management skills 

•    Ability to develop and empower others

•    Teamwork

•    Good communication 

•    Decision making skills

•    Client service orientation

•    Objective setting and control

•    Self confidence 

•    Ability to use internal networks to solve client problems

•    Ability to operate independently

•    Be proficient in working with technology – computers, telephone systems and software applications 
 

Knowledge and Skills

Personal Attributes

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

Turnaround time

Should you not hear from us 4 weeks after the closing date (16 March 2025), please assume that your application has been unsuccessful.

Appointments will be made in line with the company’s transformation plan.

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