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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