Client Services Manager: Administration

What will you do?

Job Purpose 

The Client Services Manager: Administration will contribute to the high standard of quality client service to both financial intermediaries and investors and manage a team of consultants.

Key Outcomes

The following outcomes will be expected to be achieved by the Client Services 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
• Provide resolutions and guidelines for technical and escalated enquiries and complaints 
• Liaison role between Communication Centre, Glacier Client Services and Sales teams 
• Creating a culture of Treating Customers Fairly in the Communication Centre 

Decision Making

• Prioritization / delegation of work
• Analyzing 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
• Liaison and contracting with the coaching and training teams
• Contracted development plans for team members

Qualifications and Experience

• Matric / Grade 12.
• Relevant tertiary financial qualification and completion of Regulatory Exam 1. 
• 8 to 10 years of experience in the LISP environment, 5 years in management roles.

Competencies

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Be Resilient
• Relationship Building Skills
• Understanding of the financial intermediary market
• Client Service Orientation
• Strong communication skills
• Training & Coaching skills
• Analytical Thinking & Problem-solving skills
• Leadership skills
• Multitasking
• Initiative / Function independently
• Decision-making skills
• Knowledge of economic principles & economic environment / investment products

Attributes

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

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