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.
Requirements
Qualifications
- Diploma in business management
- FAIS related qualification or Regulatory Exam (preferred)
- Manage the delivery of efficient client service administration processes and procedures.
- Manage the adherence and compliance to company polices, instructions and relevant legislation within all the client service functions
- Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.
- 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.
- Ensure client information is accurately and timeously captured on the relevant system.
- Check and approve the relevant documentation to support the client service process in line with business and risk management practices.
- Manage the execution of client requests within the agreed timeframes, quality standards and legislation.
- Manage the leads generation and management process through active monitoring, encouragement, reporting and follow-up.
- Embed the Treat Clients Fairly outcomes in the client service environment as stipulated by the Financial Services Board.
- Actively manage the client satisfaction index to ensure the satisfaction of the clients.
- Review and authorise all financial and non-financial transactions processed by the Client Service Consultant
- Identify entrepreneurial opportunities in every interaction and remain passionate, resilient, focused and organised.
- Analyse and report on the status of client services within the branch.
- Effectively manage time and ensure optimal productivity.
