Call Centre Support 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.

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.

The Communication Centre:
Support Manager plays a pivotal role in delivering a consistently high standard of client service to both financial intermediaries and investors. This role is responsible for leading and developing a team of consultants, ensuring operational excellence, and fostering a culture of accountability, learning, and continuous improvement.

We are looking for a manager who thrives on connection, someone who is naturally engaging, values open communication and leads through collaboration and transparency. If you are the kind of leader who shares generously, embraces change, and inspires others to do the same, you will feel right at home here. This role is ideal for someone who sees people as the heart of service and believes that great client experiences start with empowered teams and can balance that with efficient workflow management.

This role is based in our Cape Town office.

The following outcomes will be expected to be achieved by the Support Manager:

• Leading team members to achieve Client Service’s strategic objectives
• Growing and implementing the Glacier vision for the Communication Centre

• Delivering on contracted SLA’s in both the Call Centre and Email teams
• Provide resolution & guidelines for technical and escalated enquiries and complaints
• Creating a culture of Treating Customers Fairly in the Communication Centre

• Prioritisation / delegation of work
• Analysing data and making data driven decisions
• Management of workflow and efficiencies

• Performance management
• Recruitment
• General people management
• Implementation of NWOW management structures and team processes

• Ongoing Coaching & identification of training and development needs
• Implementation of quality assurance best practices, processes and procedures and standards
• Measurement of quality of call, e-mails, for the communication centre
• Results orientated coaching to improve client experience
• Analyse, facilitate and co-ordinate continual feedback to consultants and /management
• Compile individual performance reports, recording all feedback to…