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.
Key Responsibilities:To grow the customer base and revenue of Sanlam Retail Mass through developing and overseeing the execution of the retail branch strategy.Guiding, integrating and standardising the activities, goals and objectives of various Sales Consultants in the branch, in line with the strategy.Leading a service delivery culture and eco-system within and outside of the branch to enable an optimal client experience.Assuming responsibility for the successful day-to-day maintenance and management of the Retail branch.Being a key representative for the retail branch in the industry.Strategy Development and Business Planning:Work with Area Manager and 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.Responsible for managing operational costs in line with the allocated budget.Develop incentive tactics for the Branch Consultants and drive performance.Retail Branch Sales Delivery Activations:Develop and execute strategies (campaigns / promotions / events / etc.) 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 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, etc.), and put the right mechanisms in place (systems, processes, technology) to ensure the branch is able to deliver a service and achieve targets.Identify and escalate areas of improvement regarding support systems, processes, and technologies. Where possible, solve problems or propose solutions to prevent issues from reoccurring.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 the daily achievements of and adherence to service delivery SLAs. Identify areas of continuous improvement and take corrective action to address it.Ensure all client complaints and queries are handled effectively, within SLA timeframes. Where relevant, respond to escalations and continuously provide feedback to clients regarding outcomes / progress of resolutions.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 and ensure the branch operates within the FSCA regulations.People Management:Work with Human Resources and Talent Acquisition to put the necessary capacity / capability in place to achieve sales targets in the branch.Work with HR to establish and maintain good people practices in the branch.Responsible for all operational people practices relating to direct reports, in collaboration with the Human Resource Function (talent management, performance management, individual development and growth, resolving grievances, leave allocation, capacity management, etc.).Manage and support the accreditation and continuous professional growth of staff functioning in the branch.Monthly Planning and Reporting:Responsible for monthly reporting of sales and service activities in the Branch. Analyse data to identify areas of improvement and plan for the next month.Conduct monthly and annual planning based on reports.Experience:At least 5 years recent industry experience of which 3 years should be in any leadership capacity.Service Management experience is essential.Qualification: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 and management of budget.Personal Attributes:Interpersonal savvy - Contributing through others.Decision quality - Contributing through others.Plans and aligns - Contributing through others.Builds effective teams - Contributing through others.Core Competencies:Cultivates innovation - Contributing through others.Customer focus - Contributing through others.Drives results - Contributing through others.Collaborates - Contributing through others.Being resilient - Contributing through others.
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