Retail Investments Operations Manager

Cape Town, Western Cape
Permanent
Full-time

13 days ago

Overview:Our client, a global asset manager, is seeking to appoint a Retail Operations Manager. They are looking for someone who is passionate about people and extends past call and query management to understanding and managing the client experience. The successful candidate needs to have a strong knowledge of the SA asset management industry, its legislation, products and have had exposure to Retail distributionResponsibilities:

Drive excellence in client service
Stay abreast of market and industry changes relating to client experience
Manage multi-channel availability for clients (Facebook, Live chat, Emails, Calls) within agreed SLA
Management of Private Client service offering
Management reporting of the function
Maintain and update Sugar CRM (includes driving enhancements, system upgrades and user testing)
Outbound client campaigns
Complaints management
Client feedback management (new client welcome and surveys)
Lead conversion
Data management
Controls design and management
Ensure the team's client engagement and technical knowledge is kept to a world class standard
Involved in all changes that impact on retail clients
Key contributor and initiator of client communication
Manage the performance of the team (performance contracts, development plans, regular reviews and feedback)
Management of the outsourced administrator
Assist with the enhancement of products, systems and processes
Assess the client experience and assist with the investigation, resolution and reporting of customer complaints
Conduct continual analysis and assessments of training interventions to ensure effectiveness
Maintain internal relationships, particularly with management within the sales, operations and marketing areas
ASISA working group representation
Ensure the admin processes between the outsource service provider and M&G are effective, efficient and aligned to M&G's strategic client experience goal
Monitor key performance indicators and trends, and work with the outsource service provider to improve processes
Active participation in the service review meetings

Ownership of operational compliance functions

Review FAIS compliance of advisors and resolve issues
Review FICA status of clients and resolve issues
Implement and manage suspicious transaction reporting

Active participation in the change life cycle with internal and outsource service provider project teams:

Business requirements
User acceptance testing

Manage M&G's Website

Drive client experience framework
Writing up of specs for enhancements
User acceptance testing
Bug resolution

Requirements:

B. Comm, Bachelor of Business Science degree, CFP, or similar qualification
A good technical understanding of unit trust portfolios and the regulations embodied in CISCA
At least 5 years management experience in client services
Leadership skills
Conflict resolution skills
Strong interpersonal skills
Strong oral and written skills
Deadline orientated
Strategic thinking
Performance management
Strong problem solving and critical thinking skills

Rory Mackie & Associates

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