OPS BAU Lead

Date: 7 Oct 2025

Location:

Bellville, Western Cape, ZA

Company: Sanlam Group

Who are we?

Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realize their dreams.

About the role

This senior‐manager role keeps the coalition loyalty engine running day‑to‑day. You will own all ‘run’ activities for Sanlam Group Loyalty & Rewards and its legacy Reality/Wealth Bonus touchpoints: customer & partner support, SLA/OLA management, fraud & refund handling, reconciliations, business‑continuity readiness and regulatory complaint escalations. You’ll ensure every earn, burn and billing event settles correctly while continuously driving down AHT and boosting CSAT.

What will you do?

Key Responsibilities

Lead the 24×7 Customer & Partner Support operation (call‑centre, WhatsApp, chatbot, email)
Own fraud monitoring, reconciliations, refunds and disputes, ensuring zero revenue leakage
Maintain evidence of strong internal controls over financial reporting (ICFR) in line with Sanlam Group standards (COSO / SOX-style) and King IV requirements
Maintain and report on OLAs/SLA dashboards, acting immediately on breaches
Coordinate DR/BCP tests across GRAVTY, Glue, Wealth Bonus & payment rails
Oversee Reality & RCS decommissioning and cut‑over to a new product without member disruption
Run daily Ops Cockpit rituals; feed insights to Product, Tech & Financial Modelling
Act as escalation point for Ombudsman cases and high‑severity incidents

Qualification and Experience

Relevant tertiary qualification in Business Management or similar
Proficient in MS Office 365
Minimum 7 years running large‑scale fintech or loyalty operations, incl. reconciliations & dispute management
People leadership across multi‑disciplinary, shift‑based teams; crisp stakeholder communication
Proven command of SLA/OLA tooling, ITIL service management and incident response frameworks
Strong grounding in payments, interchange, fraud rules and POPIA / PCI compliance
Data‑driven mindset: able to interrogate SQL/BI dashboards and drive root‑cause analysis

Why join?

Keep South Africa’s first coalition rewards programme humming at scale. Your fingerprints will be on every member interaction and every Rand we save through superior ops.

Personal Attributes

Decision quality - Contributing through others

Manages complexity - Contributing through others

Optimises work processes - Contributing through others

Plans and aligns - Contributing through others

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

Collaborates - Contributing through others

Customer focus - Contributing through others

Being resilient - Contributing through others

Drives results - Contributing through others

Cultivates innovation - Contributing through others

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 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.