Job Description

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 role will be responsible for leading and managing the Glacier International (GI) team's operational and system solutions and capabilities to support the business and client service strategy. The position will also support the Chief Operations Manager on managing local platform projects.

Key Outcomes

The following outcomes will be expected to be achieved by the Operations & Systems Solutions Manager GI:
Partners with the GI management team to lead strategy and execution for GI To deliver operations and systems solutions in order for the business to deliver its mandate to a high degree of accuracy and competence To implement and maintain the operational and system quality assurance processes related to the client services team with a view to identifying processes and solutions that improves / maintains a high level of client service quality Operational relationship management with GI partners and stakeholders including compliance, finance (and related processes), the Glacier call centre, the Glacier communication centre, administrator, stockbrokers and fund custodian and trading partner (Allfunds) Pro-actively identify, manage and report on operational risks To understand GI's main operating system (IMS) with a view deal with service issues, identify functionality and solutions that can be beneficial to the GI business, the client services team and the client experience To understand and manage all GI system links - Gpro, AGT, Siron, Singular, etc Ensuring system designs are aligned with business goals and requirements and ensuring that requirements are accurate and complete Implement new solutions and initiatives including change management To work with analyst and development teams across Glacier and the administrator to deliver new initiatives Implementing, evaluating and ensuring that day-to-day strategy supports the overall business strategy Ensuring that your team performs according to contracted performance areas to deliver the highest level of service to stakeholders Continuously evaluating and improving operational and system processes to ensure effectiveness and efficiency Identify ways of promoting accuracy and maximising productivity within the team Ensuring effective communication across the department and business Assisting with the implementation of changes to existing products and processes as well as new products Maintaining high levels of teamwork within the team, different departments and external parties in order to resolve client queries Evaluating problems regarding service issues and enquiries to determine their importance and urgency, perform investigations when necessary and respond with an appropriate solution in a timely manner Responding in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients Building and maintaining professional relationships with intermediaries as well as other internal and external stakeholders Willingness to do presentations to relevant stakeholders Managing multiple, simultaneous projects and deadlines Having and maintaining a technical understanding of Glacier International offerings and the ability to apply that understanding to daily outputs Constant mentoring and coaching of team members Providing regular feedback to team members which includes having set monthly discussions Responsible for development of team members Seeing to the overall well-being of the team and meeting their needs and expectations where necessary Respond to feedback received via the annual intermediary and investor surveys



In additional, the Operations & Systems Solutions Manager GI will closely collaborate with the Glacier COO team, providing:
Strategic Input: Input into the design of future Glacier platform solutions, ensuring international requirements are understood and included Project execution: The Operations & Systems Solutions Manager will act as the lead subject matter expert for international requirements Innovation: Involved with the wider COO team to drive innovation

Qualifications and Experience

Tertiary degree as a minimum Proven ability in an operational and systems environment We are looking for applicants that have 5 years' relevant experience within the Financial Services Industry and preferably with international experience Relevant financial qualification would be to your advantage Relevant people management experience of at least 5 years would be to your advantage Strong system and computer application skills (including strong Excel skills)

Competencies

Relationship building skills Problem solving and decision-making skills Being pro-active Being willing to get involved personally to ensure deliveries are met Leadership and coaching skills Customer Service Orientation Ability to work under pressure/flexibility Ability to make quick decisions, establish priorities and concentrate on detailed information, sometimes under stressful conditions Strong reasoning skills and an aptitude for problem-solving Detail oriented Ownership Client Service orientation Results driven Excellent verbal and written communication skills

Attributes

Positive, enthusiastic attitude Honesty, integrity and respect Ability to co-operate and thrive both within an independent and team environment

What will make you successful in this role?

Qualification and Experience

Degree with 6 to 8 years related experience.

Knowledge and Skills

Create and execute Operations Management infrastructure including trend analysis for future efficiencies
Office Management
Manages Operations procedures and processes including SLA's
Finance, Compliance and Risk Management/Audits
Leading of employees

Personal Attributes

Plans and aligns - Contributing through others
Interpersonal savvy - Contributing through others
Business insight - 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 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.