First Line Manager: Living Benefit Claims

Who we are?

The SA Retail Affluent cluster is responsible for Sanlams 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).

What will you do?

• 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.
• Making effective use of MIS to implement data driven decisions to ensure effectiveness of the department.
• Managing 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 Learning & 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.
• Making 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.
• Relevant 3 years Degree / Diploma

Experience

• At least 3 years experience in managing disability, critical illness and recurring income claims.
• Exposure to extracting and interpretation of data from Management Information Systems 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.

Competencies

• Communicates effectively
• Decision quality
• Analytical thinking
• Plans and aligns
• Concern for accuracy
• Influencing and gaining commitment
• Team focus
• Being resilient
• Computer skills (MS Office Word and Excel advanced level)

Knowledge And Skills

General administrative practices

Budgeting and risk administration

Logistical and events/meeting co-ordination

General Communication

Personal Attributes

Communicates effectively - Contributing independently

Plans and aligns - Contributing independently

Optimises work processes - Contributing independently

Decision quality - Contributing independently

Build a successful career with us

Were 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.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround 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.

Due Date for Applications: 7 February 2025

Our commitment to transformation

The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.