Head: Member Servicing

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 and five business clusters, responsible for strategic direction, financial and risk management, marketing and communications, human resources, and corporate social investment (CSI). We’re all about building strong, lasting relationships with our employees, helping them realize their worth.

The successful incumbent will play a crucial role in ensuring customer satisfaction and enhancing the overall client experience. They will be responsible for client contact teams, client documents, member/pensioner administration, and other client administration touchpoints, driving excellence, innovation, and customer-centric strategies.

• Lead and inspire multi-disciplinary teams, fostering a culture of high performance, collaboration, and continuous improvement.
• Manage the full administration requirements for non-contributory member-elected options such as Preservation Funds, Unclaimed Benefits, Beneficiary Funds, and Annuities.
• Oversee outbound communication to clients linked to the administration of their benefits.
• Design and implement performance metrics and KPIs to monitor operational effectiveness and ensure service level agreements are met.
• Drive process alignment and automation opportunities, leveraging modern technology to enable a consistent client experience and targeted efficiencies.
• Deliver against tight deadlines and service delivery expectations, ensuring all processes meet product rules, compliance standards, and fraud checks.
• Develop and drive customer service standards and guidelines to deliver high-quality service.
• Monitor customer satisfaction levels, gather feedback, and implement improvements to enhance customer service and retention.
• Foster a customer-focused culture within the member servicing teams, emphasizing responsiveness, empathy, and proactive problem-solving.
• Monitor and mitigate risks associated with member servicing activities, proactively addressing potential issues or gaps.

• Relevant degree/qualification.
• A Post Graduate qualification is advantageous.
• 8 - 10 years of senior management/leadership experience within a Financial Services environment; Employee Benefits and/or Operations Management experience is highly advantageous.

• Proven leadership and senior management skills.
• 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 of Employee Benefits, especially retirement funds.

• Cultivates Innovation - creating new and better ways for the organization to be successful.
• Client Focus - building strong customer relationships and delivering customer-centric solutions.
• Drives Results - consistently achieving results, even under tough circumstances.
• Collaborates - building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - rebounding from setbacks and adversity when facing difficult situations.
• Lead from a position of strong emphasis on controls and ability to set the tone in a high control culture-oriented environment.

• Organisational Savvy – maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
• Manages Complexity – making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Drives Engagement – creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Business Insight – applying knowledge of the business and marketplace to advance the organization’s goals.

The Sanlam Group is committed to transformation and embracing diversity. Our employment equity plan and targets will be considered as part of the recruitment process, driving us to achieve a diverse workplace with equity as a key goal.

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.