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: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.Be 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 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 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 for an optimal client experience.Develop, drive and monitor client experience and service delivery standards in the branch.Manage daily adherence to service delivery SLAs and identify areas for 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 ensure the necessary capacity/capability in the branch.Establish and maintain good people practices in the branch.Manage all operational people practices related to direct reports in collaboration with HR.Support the accreditation and continuous professional growth of staff in the branch.Monthly Planning and Reporting:Responsible for monthly reporting of sales and service activities in the Branch.Conduct monthly and annual planning based on reports.Qualifications:Matric (Grade 12)RE1 and RE5120 Wealth Management credits OR tertiary qualification recognised by the FSCAClass of Business accreditation (annual)Compliant with continuous professional development (CPD) current and past cycles.Knowledge and Skills:Customer service and managementReporting and administrationQuality, Compliance and AccreditationBusiness processesPersonal Attributes:Interpersonal savvyDecision qualityDirects workOptimises work processesCore Competencies:Cultivates innovationCustomer focusDrives resultsCollaboratesBeing resilientTurnaround 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.
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment drives us to achieve a diverse, inclusive and equitable workplace.
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