Overview
Head: Member Servicing Jobs in Bellville, South Africa at Sanlam
Reports to Executive:
Core Operations – Sanlam Corporate
Based in Johannesburg / Cape Town
Build a successful career with us
Sanlam is a leading financial services group, originally established as a life insurance company in 1918. The Sanlam Group conducts its business through Sanlam Limited, the corporate head office and five business clusters. The corporate head office is responsible for the Groups’ centralised functions such as strategic direction, financial and risk management, marketing and communications, Group human resources and corporate social investment (CSI).
The five-business clusters include;
Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay. We’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.
Purpose of role
The successful incumbent will play a crucial role in ensuringcustomer satisfactionand enhancing overall client experience. They will be responsible for the client contact teams, client documents, member/pensioner administration and other client administration touchpoints, and drive excellence,innovation, andcustomer-centricstrategies.
Key Responsibilities
Lead and inspire multi-disciplinary teams, fostering a culture of high performance,collaboration, andcontinuous improvement.
The role has two main components:
The full administration requirements for non-contributory member-elected options as Preservation Funds, Unclaimed Benefits, Beneficiary Funds and Annuities.
The outboundcommunicationto clients linked to the administration of their benefits.
Design and implement performance metrics and KPIs to monitor and measure operational effectiveness and ensure service level agreements are met.
Drive process alignment and automation opportunities, leveragemodern technologyto enable more consistent client experience as well as targeted efficiencies.
Deliver against tight deadlines and service delivery expectations whilst ensuring that all processes meet product rules, compliance standards and fraud checks and are processed accurately within defined delivery targets and measures.
Develop and drive customer service standards and guidelines to deliver high-quality service.
Monitorcustomer satisfactionlevels, gather feedback and insights and implement improvements to enhance customer service and retention.
Foster acustomer-focusedculture within the member servicing teams, emphasizing responsiveness,empathy, and proactiveproblem-solving.
Monitor and mitigate risks associated with member servicing activities, proactively addressing any potential issues or gaps.
Qualifications and experience
Relevant degree/ qualification.
A Post Graduate qualification advantageous.
8 – 10 yearssenior management/leadershipexperience within a Financial Services environment.Employee Benefits, and/or Operations Management experience would be highly advantageous.
Knowledge and Skills
Provenleadershipandsenior managementskills.
Ability to collaborate with multiple stakeholders across business units at a senior and executive management level.
Identifying automation opportunities to create efficiencies and enhance client servicing operations.
Good knowledge ofEmployee Benefits, especially retirement funds.
Core Competencies
CultivatesInnovation- creating new and bette…
Title: Head: Member Servicing
Company: Sanlam
Location: Bellville, South Africa
Category: Management, Finance & Banking
