Support Manager

What will you do?

Job Purpose 

The Communication Centre: Support Manager plays a pivotal role in delivering a consistently high standard of client service to both financial intermediaries and investors. This role is responsible for leading and developing a team of consultants, ensuring operational excellence, and fostering a culture of accountability, learning, and continuous improvement.

We are looking for a manager who thrives on connection, someone who is naturally engaging, values open communication and leads through collaboration and transparency. If you are the kind of leader who shares generously, embraces change, and inspires others to do the same, you will feel right at home here. This role is ideal for someone who sees people as the heart of service and believes that great client experiences start with empowered teams and can balance that with efficient workflow management.

Key Outcomes

The following outcomes will be expected to be achieved by the Support Manager:

Leadership

• Leading team members to achieve Client Service’s strategic objectives
• Growing and implementing the Glacier vision for the Communication Centre

Client Servicing

• Delivering on contracted SLA’s in both the Call Centre and Email teams
• Provide resolution & guidelines for technical and escalated enquiries and complaints
  Creating a culture of Treating Customers Fairly in the Communication Centre

Decision Making

• Prioritisation / delegation of work
• Analysing data and making data driven decisions
• Management of workflow and efficiencies

Managerial Functions

• Performance management
• Recruitment
• General people management
• Implementation of NWOW management structures and team processes

Coaching & Training

• Ongoing Coaching & identification of training and development needs
• Implementation of quality assurance best practices, processes and procedures and standards 
• Measurement of quality of call, e-mails, for the communication centre 
• Results orientated coaching to improve client experience 
• Analyse, facilitate and co-ordinate continual feedback to consultants and /management 
• Compile individual performance reports, recording all feedback to consultants 
• Review the standards that are measured and suggest improvements of the standards to management 
• Provide input into projects to improve client experience when required 

Qualifications and Experience

• Matric / Grade 12
• Relevant financial qualification and completion of applicable regulatory exams 
• 3 – 5 years Glacier experience with exceptional Glacier product and process knowledge.
• Proven management experience will be an advantage.
• Proven coaching qualification and experience
• Knowledge of Microsoft CRM/D365 will be an advantage.

Competencies

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Be Resilient
• Problem solving skills
• Adaptability
• Communication skills 

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Adapt to change

What will make you successful in this role?

Qualification and Experience

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

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