Client Relations Manager

Sanlam Group

Client Relations Manager

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Date: 21-Oct-2020


Pretoria, Gauteng, South Africa

Sanlam Group

Who are we?

Sanlam Corporate Cluster comprises of the two existing businesses – Sanlam Employee Benefits (SEB) and Sanlam Health Management (SHM) and the soon to be established Sanlam Corporate Solutions. These businesses enhance our corporate business offering through providing integrated solutions for corporate clients both in South Africa and across the African continent by providing tailored solutions to targeted corporates.  SEB CORE specializes in retirement fund administration to institutional retirement funds spread over a number of industries and services from large single employer run stand-alone funds to multi-employer umbrella funds. This business unit is also responsible for ongoing client servicing ranging from board of Trustees, Employers, Intermediaries and Employees. It is also responsible for the IT deliverables and digital strategy for Sanlam Employee Benefits. 

What will you do?

What will you do?

•    The successful applicant will be part of the core, senior management team and will be responsible with the Strategic Client Relationship Manager for the success of the business
•    This senior management position is responsible for a portfolio of high profile clients. The Client Relationship Manager accepts total responsibility for the relationships and administration of the retirement funds within this portfolio.  The

     relationships include those with Employer and Member Trustees, Union representatives, Employer HR, Employees, Staff, other Service providers, Consultants etc.
•    Deliver excellent client service (strategic and operational) to all stakeholders e.g. Board of Trustees, Principal Officers, Consultants, HR Managers, Brokers and Members
•    Contribute to the profitability of the company through management of income, negotiation of annual fees and identification of opportunities for growth
•    Provide effective written and verbal communication to all clients e.g. through presentations, providing of trustee and claims reports, new entrant and switch certificates and benefit statements
•    Attendance of trustee meetings and sub committee meetings related to the portfolio of clients – this could include traveling
•    Identify client needs. Set targets and take accountability for the monitoring and achievement of performance objectives as indicated in Service Level Agreements
•    Maintain, improve and develop internal business processes to ensure effective service delivery
•    Nurture and build strong relationships with clients
•    Maintain and strengthen relationships with internal departments in order to resolve queries

What will make you successful in this role?

What will make you successful in this role?

Qualification and Experience

•    Matric/Grade 12 (with Accounting and/or Mathematics)
•    Relevant degree/diploma preferred
•    5 years employee benefit experience with at least the last 3 years spent in a similar role, ideally with exposure to client/Board of Trustees
•    3 to 5 years management experience Proficiency in MS Office (Word, Excel and Outlook)
•    Client Communications and Customer Relationship Management Experience
•    Quality Assurance and compliance experience

Knowledge and skills 

•    In-depth knowledge of the Retirement Fund Administration Environment
•    In depth knowledge of the Pension Funds’ Act
•    Product/Service Knowledge
•    Proficiency in MS Office (Word, Outlook, Excel, Power Point)
•    Ability to formulate, interpret, implement and improve business processes
•    Ability to communicate and build relationships effectively at all levels of business i.e. from administrative staff to executive level
•    Able to handle difficult clients and resolve client matters telephonically & face to face
•    Able to handle conflict and displays assertive demeanour when necessary
•    Report writing skills
•    Presentation skills
•    Good negotiation skills
•    Focus on providing high quality client service
•    Strong attention to detail and proactive attitude
•    Strong ability to organize and prioritize
•    Strong results and delivery focus
•    Solid project and time management skills
•    Ability to work independently
•    Innovative and demonstrates initiative
•    Ability to perform well under pressure and meet deadlines
•    Ability to collaborate and pull information together
•    Proactive and a team player 

Qualification and Experience
Degree or Diploma with 5 to 6 years related experience.
Knowledge and Skills
Customer Service and Management
Reporting and Administration
Quality, compliance and accreditation
Management of employees
Services and business process knowledge
Personal Attributes
Organisational savvy – Contributing through others
Decision quality – Contributing through others
Plans and aligns – Contributing through others
Optimises work processes – 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 business clusters – Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as 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.

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