Client Services Manager

Job Description:

Manage the day to day activities of client service delivery through effective people and service management in order to foster client centricity, increased productivity and enable operational excellence.

Job Responsibilities:

• Manage the adherence and compliance to company polices, instructions and relevant legislation within all the client service functions
• Ensure client information is accurately and timeously captured on the relevant system.
• Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.
• Check and approve the relevant documentation to support the client service process in line with business and risk management practices.
• Develop tactical plans to enhance or improve the client experience within the Branch.
• Coach and guide the Client Services team to effectively utilise client service interactions to improve client retention and repeat business activities.

Job Requirements:

• FAIS related qualification or Regulatory Exam (preferred)
• 2 years’ management experience (preferred)
• Understanding of the relevant legislation (General Code of Conduct for Authorised Financial Services Providers and Representatives, Financial Advisory and Intermediary Services (FAIS), Protection of Personal Information
• Act (POPI), Long Term Insurance Act, Treat Customers Fairly (TCF, etc.)
• 3-4 years’ experience managing a sales or service environment in the financial services industry
• Diploma in business management
• Ability to speak African languages or multi-lingual (preferred)