First Line Manager | Sanlam

Joining the Sanlam Retail Affluent business (SRA), a part of Sanlam Life and Savings, you’ll be contributing to empowering middle- and upper-income South Africans to achieve financial confidence, security, and prosperity. In the Customer Facing Business Unit within SRA, known as Business Shared Services, you will play a crucial role in delivering financial solutions and enhancing client experiences.

At Sanlam, we foster a positive and energized working environment, providing every opportunity for your success. Our commitment to transformation and diversity drives us to create an inclusive workforce that reflects the demographics of our society, including people with disabilities.

What will make you successful in this role?

As a First Line Manager, your core tasks will revolve around managing a department’s performance within the Business Shared Services division. Ensuring effective contribution to Client Satisfaction and Experience standards is paramount.

Output/Core Tasks:

• Oversee departmental performance within Business Shared Services
• Manage budget and resource decisions with your team
• Handle People practices and performance statistics within your department
• Coach, train, and develop personnel
• Provide support for team members dealing with complex client enquiries
• Ensure Service Level Agreements and Key Performance Areas are met with optimal quality and service delivery
• Collaborate with Resource Planning team for effective resource plans
• Review management information and suggest process improvements across the business

Role Requirements:

Qualifications:

• Matric/Grade 12
• Relevant business degree/diploma or industry-related qualification

Knowledge and Experience:

• Essential knowledge of the insurance or call centre industry, including:
  • Life Assurance environment
  • Call Centre and Client Services business
  • Financial Service experience
• Advantageous experience in managing personnel within a call centre environment

Competencies:

• Ability to thrive under pressure
• Proficient conflict management skills
• Innovative mindset
• Capability to develop and empower others
• Strong teamwork and communication skills
• Effective decision-making abilities
• Client service orientation
• Objective setting and control
• Self-confidence
• Proficiency in technology usage (computers, telephone systems, software applications)

Knowledge and Skills:

• Drive leads and service targets
• Call Centre control and reporting
• Budget and expenses management
• Employee management

Personal Attributes:

• Builds effective teams
• Exhibits decision quality
• Directs work effectively
• Plans and aligns tasks independently