Sanlam Investment Group:
The Sanlam Investment Group is uniquely equipped and positioned to deliver on its purpose of empowering generations to be financially confident, secure and prosperous. Through our vast in-house expertise and strategic partner networks, we can access all asset classes across the globe, private and public, actively and passively managed, to develop investment solutions that are in our clients' best interests and have a positive impact on society. Backed by the Sanlam Group's balance sheet, the Sanlam Investment Group has a true competitive advantage in its ability to invest alongside clients, particularly in private markets where impact investing drives the agenda.
The Sanlam Investment Group is one of the largest, most diversified financial services and investment firms in Southern Africa with assets under management and administration of more than R2 trillion. It is a B-BBEE level 1 contributor and one of the largest black-empowered asset managers on the African continent.
Satrix
Satrix is the leading provider of index-tracking investment products and exchange-traded funds (ETFs) in South Africa, with assets under management invested in a range of ETFs, index-tracking unit trusts, life pooled and segregated portfolios. The business is the pioneer of index investing in South Africa and services the institutional, intermediary, and with SatrixNOW - the no-minimum online investing platform – the individual investor markets. Satrix is part of the Sanlam Group.
Responsible to manage the client service function according to agreed standards. Ensures that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the organisation's products and services. Conflict resolution and problem solving are necessary characteristics. The incumbent may provide the service internally or externally. May have supervisory responsibilities.
What will make you successful in this role?Client Experience (CX)
• Partner with Easy Equities to ensure delivery of CX to agreed SLA standards
• Provide CX oversight on a day-to-day basis and provide operational support to the Easy Equities CE team
• Provide CX insights to the business and support ad hoc CX-related projects when required
• Responsible for the SatrixNOW "Info" mailbox
• Attend to all share certificate dematerialisation requests and work with various CSDP providers and STRATE to complete demats
• Responsible for maintenance and oversight of Satrix forms, including adherence to compliance and regulationBrand Activation
• Enable culture and infuse Satrix brand values into all client touchpoints
• Responsible for monthly CE team training sessions
• Evaluate potential CE service level gaps ensures training comprehensively covers all aspectsCustomer Centricity
• Understand Satrix client segments and implement CX activity to nurture and retain them
• Responsible for resolution of any complaint escalation, and monthly complaint register
• Manage Satrix Hello Peter presence and guide the social media team on query resolutionDrive Results
• Maintain partnership by working collaboratively with the Easy Equities CX team leads
• Manage unit trust migration requests and provide internal operational support when required
• Monthly responsibility for FNZ (Silica) statements
• Responsible for maintenance of Satrix Help Centre FAQ accuracyBecome an Expert
• Maintain industry knowledge and understand customer challenges and Satrix products
• Monitor weekly CX results, analyse client feedback and provide the business with relevant insights to improve Satrix CXQualification and ExperienceGrade 12 with 5 to 6 years related experience within the financial services industry.Unit trust and client services experience is essential.Knowledge and SkillsCustomer ServiceReporting and AdministrationQuality, compliance and accreditationBusiness ProcessesServices knowledgePersonal AttributesCommunicates effectively - Contributing independentlyDecision quality - Contributing independentlyManages conflict - Contributing independentlyOptimises work processes - Contributing independentlyCore CompetenciesCultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independentlyBuild a successful career with usWe'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 of achieving great things. We pride ourselves in helping our employees to realise 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 timeThe 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.
Our commitment to transformationThe 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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