Client Relationship Manager - Newlands Cape Town at PPS

Job Advert Summary    

• To ensure that a high level of Client Services is provided to the Clients, Financial Adviser and business partners who interact with PPS Investments. The incumbent is a specialist who develops and nurtures a deep understanding of all PPS Investment processes and systems to identify opportunities to improve our servicing standards. Our Client Relationship Manager (CRM) will engage and partner with various internal and external business units to resolve any client or financial adviser query. Our CRM must display a willingness to resolve any query to serve the business, our Clients and Financial Advisers.

Minimum Requirements    
Ideal qualifications:

• Bachelor’s Degree or Diploma - Business Management / Economics / Investments or similar essential
• Knowledge of financial services industry; investments /LISP/ Asset Management environment
• Knowledge on all applicable legislation (e.g., FICA/FAIS, FATCA, TCF, POPIA etc.)
• Knowledge and experience in operations/client services / contact centre environment
• Analytical, statistical and complaints handling experience 

Ideal experience:

• 3 - 4 years’ experience in a similar role is essential
• Experience within Client Services and Operations environment within the financial services/ LISP/ Asset Management environment is advantageous

Systems knowledge:

• Systems knowledge on MS Office:
• Excellent knowledge in MS Excel, MS Word, and MS Teams
• Proficient in Power BI, Flexcube, Visio (or similar)
• Fully competent in a CRM system 

Duties and Responsibilities    

• The CRM will be responsible for dealing with all errors and complaints received in any form via our omni channels.
• This role is responsible for service recovery and delivery to reinforce trust, confidence and satisfaction through exceptional service interventions.
• Responsible for ensuring that service excellence to Clients and Financial Advisers remains within best business practice and standards.
• Provide service support to Senior Management.
• Provide service support to internal and external clients or stakeholders relating to and within the financial services /LISP/Asset Management environment.
• Handle all Escalated client queries, errors and/or complaints.
• Performing causal analyses and resolving issues within agreed Service Level Agreements.
• Applying technical knowledge and understanding to secure an end-to-end finalisation of queries.
• Performing investigations where necessary to facilitate problem resolution timeously.
• Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
• Responsible for managing reputational and financial risk and ensuring compliance with regulatory requirements, procedures and service standards.
• Technical understanding of all PPS Investments offerings and the ability to apply that understanding to daily outputs.
• Benchmark our standards and performance against industry.
• Work with Team Leaders, Skills Coaches, Learning and Development, Business Development and Product Development to support learning objectives of respective departments; to identify and support training interventions and fill learning gaps.
• Collaborate effectively across business units, Build and maintain relationships with internal and external clients and stakeholders to achieve business results.
• Driving the resolution of unreconciled finance items.
• Weekly and monthly reporting (e.g., Complaints, Errors, trends) - Conduct forums to give feedback on trends.
• Identify efficiencies, recommend changes and enhancements, drive implementation, and monitor success thereof