Communication Centre Integration And Change Manager

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?
Responsible for all administrative functions related to, one or more specific areas or a combination thereof, in a department/branch/division. Supervises and coordinates activities of clerical workers by determining work procedures, preparing work schedules and expediting workflow. Issues written and oral instructions. Responsible for assigning duties and examining work for exactness, neatness and conformance to policies and procedures. Standardises procedures to improve efficiency of subordinates. Prepares composite reports from individual reports of subordinates. Adjusts errors and complaints. What will make you successful in this role?
Job purpose
The Integration and Change manager will support the introduction of new processes and new system functionality into the Communication Centre and ensure that all changes to systems and processes are reviewed with a holistic Communication Centre view before implementation.
Key outcomes
The following outcomes will be expected to be achieved by the CC Integration and Change Support Manager:
- Support the CC Management team to introduce changes
- Ensure operational continuity when new systems or processes are introduced.
- Review processes end to end and obtain sign-off from the CC Management team
- Document change processes and plans (process flow documentation will be done elsewhere)
- Assist with the prioritisation of change requests
- Liaise with Human Resource Development on subsequent training requirements
- Assist with problem solving and guidelines for enquiries on new processes
- Liaise with service providers such as internal IT Teams, Telephony, etc, to ensure operational continuity
- Evaluate that changes are firmly embedded and provide feedback to the management team
- Support the Communication Centre Management Team with day-to-day operational items
Qualifications and experience
- Grade 12/ Matric
- Relevant post matric qualification will be a recommendation as well as 5 years’ experience in a call centre or client services environment
- Knowledge of relevant management and business change and control techniques
- Knowledge of Glacier products and processes will be an advantage
Competencies
- Conceptualisation skills
- Communication skills - Written, Verbal and Visual
- Information Monitoring
- Attention to Detail
- Collaboration
Attributes
- Teamwork
- Adaptability
- Ability to thrive under pressure
- Ability to lead change
Qualification and Experience Grade 12 with 5 to 6 years related experience. Knowledge and Skills Ensure effective audits and expense management controls Department operations and office management Management of admin/clerical employees Good understanding of regulatory and statutory environment Compile, manage and interpret Reports Personal Attributes Communicates effectively - Contributing independently Decision quality - Contributing independently Directs work - Contributing independently Plans and aligns - Contributing independently 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 four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Turnaround time
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.