Call Centre Support Manager

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

What will you do?

Job Purpose

The Communication Centre: Support Manager plays a pivotal role in delivering a consistently high standard of client service to both financial intermediaries and investors. This role is responsible for leading and developing a team of consultants, ensuring operational excellence, and fostering a culture of accountability, learning, and continuous improvement.

We are looking for a manager who thrives on connection, someone who is naturally engaging, values open communication and leads through collaboration and transparency. If you are the kind of leader who shares generously, embraces change, and inspires others to do the same, you will feel right at home here. This role is ideal for someone who sees people as the heart of service and believes that great client experiences start with empowered teams and can balance that with efficient workflow management. This role is based in our Cape Town office.

Key Outcomes

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

Leadership

• Leading team members to achieve Client Service’s strategic objectives
• Growing and implementing the Glacier vision for the Communication Centre

Client Servicing

• Delivering on contracted SLA’s in both the Call Centre and Email teams
• Provide resolution & guidelines for technical and escalated enquiries and complaints
• Creating a culture of Treating Customers Fairly in the Communication Centre

Decision Making

• Prioritisation / delegation of work
• Analysing data and making data driven decisions
• Management of workflow and efficiencies

Managerial Functions

• Performance management
• Recruitment
• General people management
• Implementation of NWOW management structures and team processes

Coaching & Training

• Ongoing Coaching & identification of training and development needs
• Implementation of quality assurance best practices, processes and procedures and standards
• Measurement of quality of call, e-mails, for the communication centre
• Results orientated coaching to improve client experience
• Analyse, facilitate and co-ordinate continual feedback to consultants and /management
• Compile individual performance reports, recording all feedback to consultants
• Review the standards that are measured and suggest improvements of the standards to management
• Provide input into projects to improve client experience when required

Qualifications and Experience

• Matric / Grade 12
• Relevant financial qualification and completion of applicable regulatory exams
• Glacier experience with exceptional Glacier product and process knowledge will be an advantage
• 3 – 5 years Proven management experience
• Proven coaching qualification and experience

Competencies

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Resilient
• Problem solving skills
• Adaptability
• Communication skills

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to adapt to change What will make you successful in this role?

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Qualification and Experience

Appropriate Financial Degree with 3 to 6 years related experience. Knowledge and Skills

Ensure effective audits and expense management controls Department operations and office management Management of admin/clerical employees Good understanding of regulatory and statutory environment Compile, manage and interpret Reports Personal Attributes

Communicates effectively - Contributing independently Decision quality - Contributing independently Directs work - Contributing independently Plans and aligns - Contributing independently 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 independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently 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.