South Africa Job Openings

Sanlam

Client Service Consultant Operations (15 Months Fixed Term Contract)

September 17, 2024

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

Job Purpose

The Client Service Consultant Operations will be responsible for the capturing of investment related instructions received from various stake holders accurately and timeously and thus contributing to the high standard of quality and service delivery by Glacier, as well as providing excellent client services to all stakeholders at all times.

Key Outcomes

The following outcomes will be expected to be achieved by the Client Service Consultant Operations:

Verifying of Instructions received from various stakeholders

Ensuring all instructions received comply with the business rules and legal regulations
Liaising with all relevant role players e.g. intermediaries / clients / broker consultants, etc. to obtain any outstanding information / documentation or to clarify instructions received
Inform the relevant role players via telephonic contact or email in order to keep them updated on the progress of instructions received
Ensure that Workflow system is updated at all times with progress

Capturing of Instructions

Capture all valid instructions received timeously and accurately on our processing system

Reporting

Ensure that you report suspicious activities timeously to the relevant Departments
Reporting of service failures to the relevant Support Manager

Technical Care

Training will be a combination of classroom and self-study and you must attend all sessions and complete the relevant assignments within the agreed timeframe
Pass all your In-House Product and Process Assessments
Ensure that you have a technical understanding of all Glacier’s offerings and the ability to apply that understanding to daily outputs
Liaise with Compliance / Legal on cases where FICA and Business requirements are complex and report back to the Team and document the scenario and outcome

Protecting the Glacier Brand and building relationships

Play a key role in fostering positive client relationships and the retention of clients
Build and establish relationships with internal departments to enhance organisational effectiveness and efficiency
Active participation in the business’s continuous improvement by identifying and proposing solutions to process and service-related failures

Adhoc tasks

Client service project involvement as required
Resolving queries received from various stake holders timeously
Assist any processing department where assistance is required

Qualifications and Experience

Relevant tertiary qualification
Ability to communicate fluently (verbal and written) in both Afrikaans and English
Linked Investment Service Provider experience (Advantageous)

Skills and Competencies

Growth mindset and resilience
Performance-driven individual who thrives on challenges
High adaptability and agility
Strong focus on client needs with empathy and client-centricity
Exceptional verbal and written communication skills
Ability to handle complexity and high-pressure environments
Analytical thinking, attention to detail, and problem-solving abilities
Genuine passion for people and commitment to service excellence
Dedication to building meaningful client relationships
Willingness to work flexibly, including overtime, to meet client and business demands
Strong commitment to honesty, integrity, and respect
Positive, enthusiastic, can-do attitude
Ability to thrive both independently and within a team environment

Build a successful career with us

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. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as Mi Way and the Group Office – the group provides many opportunities for growth and development.

Turnaround time

Closing date: 27 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 and the availability of managers.

Our commitment to transformation

Glacier is committed to excellence and striving towards Employment Equity.

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.

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