Client Services Team Leader (INTIA)

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Job Title-Client Services Team Leader (INTIA)
Job Type Classification-Permanent
Location - Town / City-Cape Town, Newlands

Job Description
The team leader is ultimately responsible for the management of exceptions within the Unit Trust and LISP (Discretionary and Life and Retirement) operational areas. This is carried out through the effective management of a small team responsible for the resolution of exceptions and corrections on a day-to-day basis.

The role requires a passion for exceptional service delivery, a strong sense of ownership and responsibility for service exceptions and a solid understanding of the client and financial impacts of service failures.

The team leader carries the responsibility of embedding processes and controls within the operational areas to ensure mitigation of identified risks and the measurement of the effectiveness of those controls. Along with management information reporting on exceptions and risk mitigation.

The successful candidate needs to be passionate about understanding the root cause of any process or service failure and ensuring holistic improvements and controls are in place to manage day-to-day operational processes and to prevent recurrence of errors.

Duties & Responsibilities
• Leading a small team of administrators responsible for exceptions and corrections
• Defining and implementing Service Level Agreements and processes
• Driving down the number of errors
• Adhoc and monthly client reporting
• Responsible for performance management reporting
• Working closely with the Client Solutions team to deliver system changes where necessary
• Day-to-day management of team deliveries
• Day-to-day team management
• Ongoing development of team members
• On-the-job training of team members

Ideal Experience
At least 5 years’ experience in Unit Trust and LISP (Discretionary and Life and Retirement Products) administration
• Strong understanding of the end-to-end administration processes, including finance, trading / bulk orders and tax reporting
• Experience in error corrections – calculations, client communication, management to completion and reporting
• Process implementation
• Proven track record of driving and implementing improvements

Ideal Qualifications
• Relevant tertiary qualification or studying towards one

Competencies & Personality Attributes
• Proven leadership skills
• Keen attention to detail, passionate about exceptional client services
• Proactive, a sense of urgency and outcomes driven
• Professional, with excellent communication and stakeholder management skills
• Strong relationship building skills
• Unquestionable integrity

Systems Knowledge
• Advanced Excel

• Flexcube
• Bizargi
• Digiata

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Job id : , #69013, 58 views,