The SA Retail Affluent cluster is responsible for Sanlams Retail Affluent business in South Africa. The Retail Affluent provides clients across different market segments with a comprehensive range of appropriate and competitive financial solutions. SA Retail Affluent also provides services to the wider Sanlam Group, amongst other technology (Sanlam Group Technology).
What will you do?
- Manage a team within a productivity, quality and service orientated environment.
- Ensure effective management of service level agreements between Living Benefit Claims and other stakeholders, by means of effective capacity planning and absenteeism management.
- Making effective use of MIS to implement data driven decisions to ensure effectiveness of the department.
- Managing the Living Benefit Helpdesk to ensure exceptional service delivery for both client outcomes and performance.
- Identify training and development needs of team members via trend analysis and with input of & Development team to aid in individual development plans.
- Effectively manage the budget of the department.
- Identify strategic action plans along with the rest of the management team for a specific period (up to 3 years), based on historic performance, inputs from other teams and recommend innovations to remain competitive.
- Conduct regular individual and team meetings with the team to maintain effective communication and a high focus on relationship building.
- Drive, embed and vest the values and culture within the Business Transformation and Shared Services environment.
- Engage with both internal and external stakeholders to build and maintain relationships to ensure understanding of the LBC processes and client centric outcomes.
- Drive processes and system changes to ensure the best outcome for the team and clients.
- Making decisions on claims complaints and escalations until it is resolved.
What will make you successful in this role?
Qualifications
- Grade 12 with preferably a tertiary qualification in a relevant administrative field.
- At least 3 years claims management experience in a claims environment where individual risk claims are assessed.
- Exposure to extracting and interpretation of data from Management Information Systems enable data driven decisions with a focus on continuous improvement.
- Experience in managing agents in a call centre.
- Strong knowledge of Individual risk products and benefits.
- Communicates effectively
- Decision quality
- Analytical thinking
- Plans and aligns
- Concern for accuracy
- Influencing and gaining commitment
- Team focus
- Being resilient
- Computer skills (MS Office Word and Excel advanced level)
General administrative practices
Budgeting and risk administration
Logistical and events/meeting co-ordination
General Communication
Personal Attributes
Communicates effectively - Contributing independently
Plans and aligns - Contributing independently
Optimises work processes - Contributing independently
Decision quality - Contributing independently
Build a successful career with us
Were 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
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
Turnaround time
Due date for applications: 18 October 2024
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 in the process.
Our commitment to transformation
Our aim is to help you build a successful career with us were 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 business clusters Savings and Life, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office the group provides many opportunities for growth and development.
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.
