First Line Manager

Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

• Manage a department's performance within a specific division of Business Shared Services
• Ensure that your department effectively contributes to the business Unit's Client Satisfaction and Experience standards
• Manage the budget and make decisions regarding resources with your team
• Manage the People practices and performance statistics and reports of your department
• Actively be responsible for the coaching, training and development of personnel
• Assist and provide support to team members regarding complex client enquiries
• Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery
• Work closely with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Review management information and make suggestions, recommendations so as to improve processes across the business

Qualifications:

• Matric/Grade 12
• Relevant business degree/diploma or industry related qualification is a requirement

Must have insurance or call centre industry knowledge and an understanding of:

• Leadership experience in managing a team within the Funds Administration environment.
• Call Centre and Client Services business within Financial Services is essential.
• Knowledge of the Individual Life Insurance processes and products.
• Leadership experience in managing a team of agents.
• Impact of legislation, e.g. FICA, Pension Funds Act.

Abilities and skills:

• Ability to function under immense pressure
• Good conflict management skills
• Be innovative
• Ability to develop and empower others
• Teamwork
• Good communication
• Decision making skills
• Client service orientation
• Objective setting and control
• Self confidence
• Ability to use internal networks to solve client problems
• Ability to operate independently
• Be proficient in working with technology - computers, telephone systems and software applications

• Drive leads and service targets
• Call Centre control and reporting
• Budget and expenses
• Management of employees

• Builds effective teams - Contributing independently
• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

Closing Date: 4 May 2026

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.