Branch Host

Who are we? Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes.

PURPOSE OF THE ROLE To contribute to an optimal client experience in SRM Branches through speedy reception and referrals

of clients and supporting the Branch Manager with administrative duties.

Key Responsibilities Branch reception and client support

• Gain and maintain an understanding of SRM product ranges.
• Greet and welcome clients into the Branch. Assume a coordination role to ensure all clients are

attended to within allocated SLA timeframes.

• Conduct an initial screening of client needs and determine an accurate course of action (referral to

appropriate Branch Consultant, or to a department outside of the Branch).

• In case of referrals, provide client with sufficient contact information for the relevant party.
• Adhere to and achieve service SLAs (number of clients assisted / referred / etc. within allocated

timeframes) to ensure a consistent and optimal client experience.

• When relevant, refer client to the self-help portal in the branch. Provide (or where necessary,

coordinate) guidance, and assist the client to navigate through the portal.

General branch administration

• Assume responsibility for coordinating, scheduling and attending to appointments for Branch

Consultants and the Branch Manager.

• Collate data and information to support Branch Consultants with reporting.
• Work with Branch Manager and assume a coordination role for Branch maintenance (monitor stock

levels, arrange repairs or maintenance, order and re-order replenishable items like tea / coffee / printer

cartages, etc.).

• Respond to and screen incoming phone calls. Where possible, resolve client queries or escalate client

queries to the right departments / entities / Branch Consultants / Branch Managers.

• Monitor and process incoming e-mails, as well as general mail.
• Receive and coordinate deliveries for the Branch, or staff in the branch.
• Oversee and maintain the Branch waiting area – ensuring brochures and other forms / documentation

are stocked and available.

• Perform any ad-hoc requirements as requested by the Retail Branch Manager.

Qualifications Matric ( Grade 12)

Knowledge And Experience Knowledge Client service principles

• Knowledge on the Insurance landscape and / or products would be advantageous
• Knowledge of office management systems

Experience 1 year experience in a sales or marketing capacity

Experience within insurance branches an advantage

Skills And Competencies

• Proficient in Microsoft office (especially in Outlook and other office management systems)
• Strong communicator (verbally and in writing)
• Strong customer service orientation
• Conflict management skills would be advantageous (dealing with difficult clients)
• Typing skills essential
• Organising skills
• Adaptable and open to learning

Personal Attributes Interpersonal savvy - Contributing dependently

Decision quality - Contributing dependently

Action orientated - Contributing dependently

Optimises work processes - Contributing dependently

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 Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Drives results - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

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 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.