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.
To assist the Manager with overseeing daily activities and lead a specific team’s total operational capabilities and output, to support the business and client service strategy. To advise and support in the analysis, development, and implementation of best practices across the servicing value chain.
Key Outcomes
The following outcomes will be expected to be achieved by the Team Leader:
- Assist the Manager with implementing, evaluating, and ensuring that the team’s day-to-day output is in line with the servicing value proposition and supports the overall business strategy.
- Drive accountability for the team to perform according to contracted performance areas and to deliver the highest level of service to stakeholders.
- Ensure daily control procedures are adhered to, and proactively identify and report on operational risks.
- Continuously evaluate and report on process improvements to ensure effectiveness, efficiency, and risk management.
- Mentor and coach team members, including coaching in effective query management and resolution.
- Identify ways of promoting accuracy and maximizing productivity within the team.
- Ensure effective communication with internal and external stakeholders.
- Assist with the implementation of changes to existing products and processes as well as new products.
- Maintain high levels of teamwork within the Operations team, different departments, and external parties to resolve client queries.
- Evaluate problems regarding service issues and inquiries to determine their importance and urgency, perform investigations when necessary, and respond with an appropriate solution in a timely manner.
- Respond in a professional, timely, and empathetic manner to both written and telephonic inquiries from internal and external clients.
- Build and maintain professional relationships with intermediaries as well as other internal and external stakeholders.
- Have and maintain a technical understanding of all Glacier offerings and the ability to apply that understanding to daily outputs.
- Identify training needs and talent within the team and assist with the implementation of effective training and development, both on the job and via external courses if applicable.
- See to the overall well-being of the team and meet their needs and expectations where necessary.
- Assist the Manager with performance reporting and data analysis.
- Contribute to ad hoc projects aimed at streamlining processes and helping ensure that it is successfully implemented within the wider team.
Qualifications and Experience
- Relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma)
- A minimum of 5 years' experience, 2 of which in a leadership role, within the LISP industry
- Leadership training and proven leadership skills
- Experience with process improvement methodologies
- Strong analytical and problem-solving skills
- Strong interpersonal and client relationship skills
- Strong communication skills (both verbal and written)
- Proven ability to work independently and proactively
- Excel proficiency at an intermediate level will be to your advantage
- Client focus
- Cultivates innovation
- Drive results
- Data analysis and interpretation
- Problem-solving and decision-making skills
- Leadership and coaching skills
- Analytical and conceptual thinking
- Strong reasoning skills and an aptitude for problem-solving
- Ability to plan, schedule, and organize in a systematic and effective manner
Attributes
- Ability to work under pressure/flexibility
- Honesty, integrity, and respect
- Ownership and accountability
- Ability to cooperate and thrive both within an independent and team environment
- Self-starter with a growth mindset
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 achieving great things. We pride ourselves on helping our employees realize 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.
Turnaround time
Please submit your application via MyWorkSpace by 21 June 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 and the availability of managers.
Should you not hear from us within 30 days after the closing date, please assume that your application has been unsuccessful.
Our commitment to transformation
Glacier is committed to excellence and striving towards Employment Equity.
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.
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