Support Manager Operations (JG10)

Job Purpose

The Support Manager will oversee and actively lead a specific team’s total operational capabilities and output, to support the business and client service strategy.  In this role you will function as a subject matter expert and act as a point of escalation.  You will also advise and support in the analysis, development, and implementation of best practices across the servicing value chain.

Key Outcomes

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

Operational Performance & Service Delivery

• Ensure the team’s daily outputs are aligned to the servicing value proposition and overall business strategy.
• Manage and monitor team performance against agreed service level agreements (SLAs) and contracted performance standards.
• Ensure adherence to daily operational control procedures and proactively identify, assess, and manage operational risks.
• Evaluate service-related issues and enquiries by determining urgency and business impact, conducting investigations where required, and delivering appropriate, timeous solutions.
• Respond to written and telephonic enquiries in a professional, timely, and empathetic manner

Process Improvement & Risk Management

• Continuously review, enhance, and streamline operational processes to improve efficiency, effectiveness, accuracy, and risk mitigation.
• Identify opportunities to improve productivity and promote high levels of accuracy within the team.
• Assist with the implementation of changes to existing products and processes, as well as the rollout of new products.
• Contribute to ad hoc projects aimed at improving processes and ensuring successful implementation within the broader team.

People Leadership, Coaching & Development

• Coach, mentor, and develop team members, including guidance on effective query management and resolution.
• Identify training needs and talent within the team and ensure appropriate development through on-the-job coaching and formal training interventions where applicable.
• Support the overall well-being, engagement, performance, and morale of the team.

Stakeholder Engagement & Collaboration

• Maintain effective, professional communication with internal and external stakeholders.
• Foster strong collaboration across Operations, internal business units, intermediaries, and external service providers.
• Build and maintain strong professional relationships with intermediaries and key internal and external stakeholders to ensure optimal service delivery.

Technical Capability & Reporting

• Maintain a strong technical understanding of all Glacier products and apply this knowledge to daily decision‑making and outputs.
• Produce performance reports and conduct data analysis to support informed decision-making and continuous improvement.

Qualifications and Experience

• Matric with relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma)
• Minimum 5 years’ proven people management experience within Financial Services Industry
• Experience in the LISP industry will be to your advantage
• 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

Competencies

• Client focus
• Cultivates innovation
• Collaborates
• Being resilient
• Drive results
• People management
• Data analysis and interpretation
• Problem solving and decision-making skill
• Leadership and coaching skill
• Analytical and conceptual thinking
• Strong reasoning skills and an aptitude for problem-solving
• Ability to plan, schedule and organize in a systematic and effective manner

Attributes

• 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

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.

Turnaround time

Closing Date: 14 May 2026

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. 

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

Our commitment to transformation

Glacier is committed to excellence and striving towards Employment Equity.