First Line Manager

What will you do?

•    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. 

What will make you successful in this role?

Role Requirements:

Qualifications:

•    Matric/Grade 12
•    Relevant business degree/diploma or industry related qualification is a requirement. 

Knowledge and Experience: 

Must have insurance or call centre industry knowledge and an understanding of: 

•    Leadership experience in managing a team within the Funds Administration environment. 

•    Call Centre and Client Services business within Financial Services is essential. 

•    Knowledge of the Individual Life Insurance processes and products.  

•    Leadership experience in managing a team of agents. 

•    Impact of legislation, e.g. FICA, Pension Funds Act.

Competencies:

•    Ability to function under immense pressure
•    Good conflict management skills 
•    Be innovative 
•    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

Closing Date: 4 May 2026

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