Client Service Consultant Operations JG 8 - 12 Months Fixed Term Contract

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?

The Client Service Consultant Operations will be responsible for the capturing of investment related instructions received from various stakeholders accurately and timeously and thus contributing to the high standard of quality and service delivery by Glacier, as well as providing excellent client services to all stakeholders at all times.

Key Outcomes

Verifying of Instructions received from various stakeholders

• Ensuring all instructions received comply with the business rules and legal regulations
• Liaising with all relevant role players e.g. intermediaries / clients / broker consultants, etc. to obtain any outstanding information / documentation or to clarify instructions received
• Inform the relevant role players via telephonic contact / faxes / email etc. in order to keep them updated on the progress of instructions received
• Ensure that Workflow system is always updated with progress thereof

Capturing of Instructions

• Capture all valid instructions received timeously and accurately on our processing system

Reporting

• Ensure that you report suspicious activities timeously to the relevant departments
• Reporting of service failures to the relevant Support Manager

Technical Care

• Training will be a combination of classroom and self-study and you must attend all sessions and complete the relevant assignments within the agreed timeframe
• Pass all your In‑House Product and Process Assessments
• Ensure that you have a technical understanding of all Glacier’s offerings and the ability to apply that understanding to daily outputs
• Liaise with Compliance / Legal on cases where FICA and Business requirements are complex and report back to the Team and document the scenario and outcome

Protecting the Glacier Brand and building relationships

• Play a key role in fostering positive client relationships and the retention of clients
• Build and establish relationships with internal departments to enhance organisational effectiveness and efficiency
• Active participation in the business’s continuous improvement by identifying and proposing solutions to process and service‑related failures

Ad‑hoc tasks

• Client service project involvement as and when required
• Resolving queries received from various stakeholders timeously
• Assist the Operations department where assistance is required

Qualifications

• Matric / Grade 12 (Compulsory)
• Relevant tertiary qualification advantageous
• Ability to communicate fluently (verbal and written) in English
• 3 years’ administrative skills
• 1 to 2 years’ Linked Investment Service Provider experience advantageous

Skills And Competencies

• Growth mindset and resilience
• Performance‑driven individual who thrives on challenges
• High adaptability and agility
• Strong focus on client needs with empathy and client‑centricity
• Exceptional verbal and written communication skills
• Ability to handle complexity and high‑pressure environments
• Analytical thinking, attention to detail, and problem‑solving abilities
• Genuine passion for people and commitment to service excellence
• Dedication to building meaningful client relationships
• Willingness to work flexibly, including overtime, to meet client and business demands
• Strong commitment to honesty, integrity, and respect
• Positive, enthusiastic, can‑do attitude
• Ability to thrive both independently and within a team environment

Attributes

• Honesty, integrity and respect
• Positive enthusiastic can‑do attitude
• Ability to work under pressure and long hours
• Ability to co‑operate and thrive both within an independent and team environment

Our commitment to transformation

Glacier is committed to excellence and striving towards Employment Equity. 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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