Sanlam Developing Markets (SDM) 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.
Key Responsibilities:
- Grow the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.
- Guide, integrate, and standardise the activities, goals, and objectives of various Sales Consultants in the branch, in line with the strategy.
- Lead a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.
- Assume responsibility for the successful day-to-day maintenance and management of the Retail branch.
- Act as a key representative for the retail branch in the industry.
What will make you successful in this role?
Strategy Development and Business Planning:
- Work with the Area Manager to translate the Provincial strategy into a retail branch strategy, specifying targets, objectives, and metrics.
- Contribute insights to monthly, quarterly, and annual business planning for retail branches in the Region / Province.
- Manage operational costs in line with the allocated budget.
- Develop incentive tactics for the Branch Consultants and drive performance.
Retail Branch Sales Delivery and Activations:
- Develop and execute strategies (campaigns/promotions/events) to entice and draw clients from outside of the branch.
- Plan and represent the branch at various forums/events/community platforms to establish awareness and gain business.
Sales and Operational Effectiveness:
- Communicate the Retail Branch strategy, sales targets, and metrics to Branch Consultants. Identify Key Result Areas and work with Branch Consultants to develop and agree on collective targets.
- Monitor activities and the achievement of sales targets in the branch. Identify areas of improvement and work with Branch Consultants to address/rectify.
- Work with Business Owners of supporting functions (HR, Technology) to ensure the branch can deliver a service and achieve targets.
- Identify and escalate areas of improvement regarding support systems, processes, and technologies.
Establish and Drive a Service Culture:
- Align processes and procedures in the Bank to allow for a smooth, efficient, and optimal client experience.
- Develop, drive, and monitor client experience and client service delivery standards in the branch.
- Manage daily achievements and adherence to service delivery SLAs. Identify areas of continuous improvement.
- Ensure all client complaints and queries are handled effectively, within SLA timeframes.
Compliance, Quality, and Risk Management:
- Ensure compliance and quality standards are effectively communicated and adopted across the branch.
- Ensure alignment to the Treating the Customer Fairly (TCF) framework in all business practices.
People Management:
- Work with Human Resources and Talent Acquisition to establish necessary capacity/capability to achieve sales targets in the branch.
- Manage and support the accreditation and continuous professional growth of staff functioning in the branch.
Minimum Qualifications:
- Matric (Grade 12)
- RE1 and RE5
- 120 Wealth Management credits OR tertiary qualification recognised by the FSCA
- Class of Business accreditation (annual)
- Compliant with continuous professional development (CPD) current and past cycles.
Knowledge and Skills:
- Customer service and management
- Reporting and administration
- Quality, Compliance, and Accreditation
- Business processes
Personal Attributes:
- Interpersonal savvy
- Decision quality
- Directs work
- Optimises work processes
Core Competencies:
- Cultivates innovation
- Customer focus
- Drives results
- Collaborates
- Being resilient
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment drives us to achieve a diverse, inclusive, and equitable workplace as we believe these are key components to ensuring a thriving and sustainable business in South Africa.
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