Operations Manager Administration: Client Service Operations

What will you do?

Job Purpose 

Join our forward-thinking team at Glacier, where innovation, collaboration, and excellence drive success. As Operations Manager, you will play a pivotal role in enhancing operational strategies, ensuring superior client service, and leading high-performing teams in a fast-paced, rewarding environment. This role offers the chance to influence Glacier’s strategic direction, grow your leadership skills, and make a tangible impact on the company’s success.

Your mission will be to inspire and lead operational excellence. You will champion process improvements, manage key teams critical to client satisfaction, and ensure alignment with our business vision while fostering a culture of collaboration and innovation.

Key Outcomes

Team Management

• Drive a high-performance culture through mentorship and coaching of Support Managers.
• Lead the Administration team in achieving exceptional client service outcomes aligned with business goals.
• Foster cross-departmental collaboration to address and resolve challenges effectively.

Operational Efficiencies

• Spearhead process optimisations and best practices across Shared Services teams.
• Leverage competitor insights to ensure Glacier’s turnaround times and service levels remain industry-leading.
• Champion new technologies and systems to enhance operational outputs.

Client Services

• Serve as a trusted escalation point for critical service issues, delivering timely, empathetic resolutions.
• Build long-lasting relationships with intermediaries and stakeholders, emphasizing collaboration and mutual respect.

Responsible Teams

You will oversee and empower the following high-impact teams:

• Repurchases
• Claims 
• Alterations
• Maintenance

Qualifications and Experience

• We’re looking for a seasoned leader with a proven track record in Financial Services and a passion for innovation. This role is ideal for someone eager to apply their expertise in the LISP industry while advancing in a high-growth environment.
• Relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma)
• Minimum 6 years’ proven people management experience within Financial Services Industry
• Minimum 4 years’ experience in the LISP industry 
• Experience with process improvement methodologies
• Ability to develop and implement process controls to reduce risk to the business
• Strong analytical and problem-solving skills
• Strong interpersonal and client relationship skills
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively
• Willingness to travel
• Excel proficiency at an intermediate level will be to your advantage

Competitive remuneration and benefits package.

Competencies

• Drive Client-Centric Solutions and Foster Innovation
• Lead Teams with Purpose and Inspire Excellence
• Analyze Complex Data to Make Informed Decisions
• Deliver Results in High-Pressure Environments

Attributes

• Adaptability in dynamic environments with competing priorities
• Proactive problem-solving with a focus on results
• Growth-driven leadership with an emphasis on accountability and innovation

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