Operations Support Manager

Date: 16-May-2019

Location: Tygervalley, Western Cape, South Africa

Company: Sanlam Group

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs.  We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth.  Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

What will you do?

The Operations Support Manager will be responsible to lead and manage a specific team’s total operational capabilities to support the business and client service strategy. 

What will make you successful in this role?

Key outcomes

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

Implementing, evaluating and ensuring that the team’s day-to-day strategy supports the overall business strategy

Ensuring that your team performs according to contracted performance areas to deliver the  highest level of service to stakeholders

Continuously evaluating and improving processes to ensure effectiveness and efficiency

Pro-actively identify and manage operational risks

Identify ways of promoting accuracy and maximising productivity within the team

Ensuring effective communication across the department

Assisting with the implementation of changes to existing products and processes as well as new products

Maintaining high levels of teamwork within Operations team, different departments and external parties in order to resolve client queries

Evaluating problems regarding service issues and enquiries to determine their importance and urgency, perform investigations when necessary and respond with an appropriate solution in a timely manner

Responding in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients

Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders

Willingness to do presentations to relevant stakeholders

Managing multiple, simultaneous reports, projects and deadlines

Having and maintaining a technical understanding of all Glacier offerings and the ability to apply that understanding to daily outputs

Constant mentoring and coaching of team members

Providing regular feedback to team members which includes having set monthly discussions

Staff development

Seeing to the overall well-being of the team and meeting their needs and expectations where necessary

Reporting and data analysis output

Qualifications and experience

Matric/ Grade 12

We are looking for applicants that have 3 years’ relevant people management experience within Financial Services Industry

Relevant tertiary qualification would be to your advantage

Experience in the LISP industry will be to your advantage

Willingness to travel

Excel proficiency at an intermediate level will be to your advantage


People management

Data analysis and interpretation

Building and maintaining relationships

Problem solving and decision-making skills

Leadership and coaching skills

Customer service orientation

Analytical and conceptual thinking

Strong reasoning skills and an aptitude for problem-solving

Detail orientated

Ability to work with various internal groups and external role players

Performance driven and quality in delivery

Excellent communication skills (English and Afrikaans)

Strong computer application skills


Positive, can do attitude

Ability to work under pressure/flexibility

Honesty, integrity and respect

Ownership and accountability

Ability to co-operate and thrive both within an independent and team environment

Self-starter with a growth mind-set



Should you not hear from us within 30 days after closing date, please assume that your application has been unsuccessful.

Glacier is committed to excellence and striving towards Employment Equity.

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.

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