Client Services Manager - Call Centre
Sanlam
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.
What will you do?
Job Purpose
The Client Services Manager will contribute to the high standard of quality client service to both financial intermediaries and clients and will take ownership of the day-to-day management of the teams in the centre. The role requires strong relationship building and team management skills as well as knowledge of call centre management.
Key Outcomes
The following outcomes will be expected to be achieved by the Client Services Manager:
- Ensure excellent client service
- Implemented servicing journeys that will lead to better outcomes for intermediaries
- Client liaison and resolving escalated queries and complaints received
- Delivering on contracted SLA’s.
- Managerial Functions
- Recruitment
- Performance Management
- General people practices
- Training & Development
- Contracting with the Training and Development team
- Maintaining and managing quality standards across both calls and emails
- Leadership
- Understanding of the Communication Centre strategy and impact on the team
- Influencing staff to achieve the Communication Centre’s strategic objectives
- Problem-solving
- Assist with advice & guidelines for technical/ complex enquiries
- Provide data and information on nature and number of problem cases and team performance
- Administration & Communication
- Compiling management information
- Capacity planning & workforce management for the Call Centre
- Decision Making
- Prioritisation / delegation of work
- Managing change and the impact on the team
Qualifications And Experience
- Grade 12/ Matric
- At least 3 years proven management experience
- Relevant financial qualification will be a recommendation
- Strong numerical skills combined with advanced Excel skills
- Knowledge of Absa products and processes will be an advantage
- Completed Regulatory Exams
Competencies
- Treating Customers Fairly
- Contributing to Team Success
- Leadership
- Coaching for Performance
- Decision Making Skills
- Communication Skills – Written & Verbal
- Information Monitoring
- Analytical Skills
- Relationship Building Skills
- Attention to Detail
- Client Focus
- Cultivates Innovation
- Collaborates
- Being Resilient
- Drive Results
Attributes
- Positive, enthusiastic attitude
- Teamwork
- Ability to thrive under pressure
- Honesty, integrity and respect
- Ability to lead change
What will make you successful in this role?
Qualification And Experience
Degree or Diploma with 8 plus years related experience.
Knowledge And Skills
Support function management
Operations Management
Relationship Management
Management of employees
Personal Attributes
Optimises work processes - Contributing through others
Builds effective teams - Contributing through others
Decision quality - Contributing through others
Directs work - Contributing through others
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 MiWay and the Group Office – the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others
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.
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.
- ...Snr Call Centre Sales Manager Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful... ...operating budgets. Effective client interface, able to effectively deliver...
- ...Key Responsibilities ~ Manage inbound and outbound customer calls. ~ Provide accurate information on investment banking products and services. ~ Resolve customer queries within agreed turnaround times. ~ Maintain accurate customer records. ~ Escalate...
- ...Responsibilities ~ Handle inbound and outbound customer calls professionally and efficiently. ~ Assist clients with investment banking products and related... .... ~ Resolve customer queries within agreed service level agreements. ~ Maintain accurate and up-to...
- ...Work model: On-site (building and managing a physical call centre) Salary: R60 000 – R80 000 CTC (negotiable... ...around your input About our client.. Our client is a fast-growing fintech... ...of credit risk, customer service and collections, and are now looking...
R 156,000 pa
...opportunity exists at REINHARDT TRANSPORT GROUP Technical Services, Nigel for the position of: TECHNICAL CALL CENTRE OPERATOR Job Summary: (not limited to)... ...& verbal communication skills. Strong time management and decision-making skills. Fluency in multiple...- ...is one of the top financial services providers in the South African... ...understand the unique requirements of clients and offers a wide range of... ...Governance Policy, SDM is managed by the SA Retail Mass cluster... ...you do? Answer inbound calls and assist clients with enquiries...
- ...The Outbound Call Centre Agent is responsible for proactively contacting potential customers... ...while delivering exceptional customer service. Key ResponsibilitiesSales and... ...product information. Compliance and Risk Management Ensure all sales activities comply with...
- ...Key Responsibilities ~ Supervise the daily operations of the Service Centre. ~ Manage and record incoming materials and all return-to-stock material. ~ Supervise the pulling and allocation of input materials for production requirements. ~ Conduct detailed...
- ...dynamic team and make a lasting impact? Join Pepkor Lifestyle as a Service Centre Administrator within the HiFi Corp brand and step into a... ...to safety & security Effective Teamwork and self management Ready to embark on a rewarding career journey? Join Pepkor...
- ...group. Job Summary We have an exciting opportunity for a Client Service Specialist with experience in Investor Services or Custody to... ..., due diligence and service reviews, where required. Managing the client experience, including complaints, feedback and service...
- ...proudly African group. Job Summary Provides financial services to meet client specific needs to promote, market and sell Financial... ...Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required) Absa Bank Limited is an equal...
- ...an experienced and clientâfocused Client Relationship Manager to join a dynamic logistics... ...term relationships, ensuring exceptional service delivery and client satisfaction. You... ...practices. Maintain accurate client records, call reports, and administrative requirements...
- ...seeking a talented individual to join the Risk Management Practice at Marsh . This role will be based... ...days a week in the office. As a Senior Client Manager, your main focus will be on delivering exceptional service and utilizing your growth mindset to deliver value...
- ...The Leads Manager is a group-critical role responsible for owning, controlling, and optimising... ...Acting as the central commercial nerve centre between Growth, Sales, Finance,... ...Speed-to-Lead Excellence Enforce the - Call activity and attempts Response quality...
- ...Our client has an opportunity available for a Facilitator and Client Accounts Manager based in Gauteng. Requirements: ~ Matric with a relevant tertiary qualification. ~2 to 5 years experience as a facilitator within a business development environment. ~2 to 5...
- ...JOB TITLE: Client Support Services (CSS) Coordinator LOCATION: Johannesburg / Stellenbosch... ...CYBERLOGIC: Cyberlogic is a trusted Managed Solutions Provider with offices in South... ...and support proposed improvements. Call Management: ~ Proactively ensure and...
- ...Hire Resolve's client is seeking a Distribution Services Manager to join their team in Johannesburg, GP. This role enhances the company's analytical capabilities... ...commitments. Interacts with Distribution Centres, Strategic Distributors and Regions to ensure alignment...
- ...your community and make a real impact. Job Overview The Client Management Associate role is a client facing banker within the Global... ...responsible for a seamless execution on onboarding and implementation, service coordination and credit management. This position acts as a...
- A dynamic and fast-growing professional services environment is seeking a Client Associate to support client-facing teams and help deliver an exceptional... ...detail and strong organisational ability Ability to manage multiple priorities in a fast-paced environment...
- ...innovations, and for making a difference to our clients and society. Our workplace embraces... .... Your day at NTT DATA The Manager, Managed Services Operations is a management role,... ...monitoring Cisco vManage Cisco Catalyst Centre NetScout Cisco ISE Network,...
- Hire Resolve's client is seeking a motivated and experienced Branch Customer Service Manager to join their team at their Gauteng branch in the furniture industry. The successful candidate will be responsible for managing the customer service operations for their branch,...
- ...to recruit a detail-oriented Client and Participant Support Associate... ...for someone who enjoys client service, problem-solving, and working... ...Handle inbound participant calls and tickets across global time... ...HRIS integrations Contact centre, service desk, or client onboarding...
- ...Are you a passionate service centre administrator with the following qualifications and experience? Qualifications: Grade 12 Matric... ...and store presentation Contribute to safety & security Effective Teamwork and self management Closing Date 07 August 2026...
- ...Reference: JHB000289-JHBA-1 Job Title: Customer Service Manager Location: Industria, Johannesburg Job Overview We are looking for... ...materials, PPE, and labour requirements are available for service calls. Manage customer-related projects, maintenance activities,...
- ...Johannesburg, South Africa Salary 1000000 Annually SUMMARY Managed Services Manager A leading engineering and industrial services... ...excellence, commercial growth, financial performance, and client satisfaction across both client-operated sites and Build-Own-...
- ...customer complaints regarding product sales to customer service problems Providing customers with the... ...escalating priority issues and reporting to the high-level management Following up complicated customer calls where required Obtaining and evaluating all relevant...
- ...opportunity to join leading Investment Management company with operations both in South Africa... ...seek a dynamic, well spoken and skilled Client Relations Specialist to liaise and... ...to suggest improvements to productivity, service quality and processes Record and relay client...
- ...take pride in delivering top-class customer service — because at Mimecast, we strive to win,... .... About The Position As a Mimecast Managed Services Engineer, you will be working with... ...relationships Handle cases and phone calls as appropriate Act as a primary...
R 550,000 - 650,000 pa
...Key Responsibilities Assist with the preparation of monthly management accounts and financial reports Support the Financial Manager with budgeting, forecasting, and financial planning processes Perform balance sheet reconciliations and ensure the integrity of...- ...seeking a motivated and results-driven Call Centre Sales Agent to join our dynamic team. The... .... Collaborate with team members and management to achieve departmental objectives.... ...professionalism, product knowledge, and customer service throughout the sales process. Grade...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Client Services Manager - Call Centre. Be the first to apply!
