Francois Ozrovech joined Sanlam in 1990. He heads up the Sanlam personal finance client contact center. The client contact center handles volumes of around 15000 client contacts per day across various service channels and seats over 800 people. The client contact center has won various industry awards. Francois has been the business sponsor of the customer experience efforts over the last 3 years and have lead the transformation to voice of the customer focus within the executive team.