Who are we? The SA Retail Affluent cluster is responsible for Sanlam's Retail Affluent business in South Africa. The Retail Affluent provides clients across different market segments with a comprehensive range of appropriate and competitive financial solutions. SA Retail Affluent also provides services to the wider Sanlam Group, amongst others technology (Sanlam Group Technology).
Responsibilities: Manage a team within a productivity, quality and service orientated environment.Ensure effective management of service level agreements between Living Benefit Claims and other stakeholders, by means of effective capacity planning and absenteeism management.Make effective use of MIS to implement data driven decisions to ensure effectiveness of the department.Manage the Living Benefit Helpdesk to ensure exceptional service delivery for both client outcomes and performance.Identify training and development needs of team members via trend analysis and with input of & Development team to aid in individual development plans.Effectively manage the budget of the department.Identify strategic action plans along with the rest of the management team for a specific period (up to 3 years), based on historic performance, inputs from other teams and recommend innovations to remain competitive.Conduct regular individual and team meetings with the team to maintain effective communication and a high focus on relationship building.Drive, embed and vest the values and culture within the Business Transformation and Shared Services environment.Engage with both internal and external stakeholders to build and maintain relationships to ensure understanding of the LBC processes and client centric outcomes.Drive processes and system changes to ensure the best outcome for the team and clients.Make decisions on claims complaints and escalations until it is resolved.Note: The environment necessitates overtime in peak periods. The amount of overtime hours depends on the business need in terms of the volumes received. The successful incumbent should be available when the team works overtime.
What will make you successful in this role?Qualifications: Grade 12 with preferably a tertiary qualification in a relevant administrative field.Experience: At least 3 years' claims management experience in a claims environment where individual risk claims are assessed.Exposure to extracting and interpretation of data from Management Information Systems to enable data driven decisions with a focus on continuous improvement.Experience in managing agents in a call centre.Knowledge: Strong knowledge of Individual risk products and benefits.Analytical thinking.Plans and aligns.Concern for accuracy.Influencing and gaining commitment.Team focus.Computer skills (MS Office – Word and Excel advanced level).Personal Attributes:Communicates effectively - Contributing independently.Plans and aligns - Contributing independently.Optimises work processes - Contributing independently.Decision quality - Contributing independently.Core Competencies:Cultivates innovation - Contributing independently.Customer focus - Contributing independently.Drives results - Contributing independently.Collaborates - Contributing independently.Being resilient - Contributing independently.Turnaround time:Due date for applications: 20 September 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 in the process.
Our commitment to transformation: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.
#J-18808-Ljbffr
