QUALIFICATIONS AND EXPERIENCE

• Minimum qualification: Financial degree (NQF Level 6)
• Minimum of 5 year experience in a Life/LISP Call Centre/Client Services environment
• Preferred Experience: Management and training experience
• Solid knowledge of legislative requirements relevant and applicable to the financial services sector and the various product offerings (TCF,POPI,RDR,FICA,FAIS etc)
• Working knowledge of legislation, regulations and industry policy applicable to a wealth management business, life products, investment platforms, and stock broking is advantageous (e.g. Long-term Insurance Act, FAIS Act, FIC Act, Pension Fund Act, Financial Markets Act, POPI Act, CPA Act, TCF, etc)

CORE TASK REQUIREMENTS

• Lead the Client Services Department (the team) professionally ensuring efficiency and client satisfaction
• Support the team as a unit as well as individual team members within the scope of Companys HR Policies and Procedures as well as The Basic Conditions of Employment
• Manage the team’s performance in relation to the financial advisor/financial advisor assistant/client’s expectations
• Create an enjoyable environment which will motivate team members to give their best
• Promote the desire amongst team members to deliver quality, professional and efficient service to our financial advisors, their assistants and clients expectations
• Develop and maintain avenues for team member recognition and reward
• Manage the allocation of work to team members
• With respect to the servicing of financial advisers, align team members’ knowledge, personalities, skills and abilities with financial advisors’ requirements so as to create “fitting” relationships
• Engage the team to develop pro-active solutions specifically aimed to satisfy our clients and our financial advisors’ needs in terms of products and services offered by the company
• Ensure that client confidentiality protocol is followed.
• Resolve escalated problems/issues/complaints/queries effectively and timeously
• Optimize Client Service’s role in the financial advisor/assistant/client’s experience when dealing with the group while at the same time ensuring that we treat our customers fairly.
• Facilitate team work
• Communicate all relevant information to the team
• Ensure that changes in the industry or changes in our processes/procedures are understood and followed by the team
• Ensure that adequate head count /staff availability and capacity – conduct fit/gap analysis on an ongoing basis
• Daily operational planning (coordination of team activities and functions, leave applications etc)
• Conduct interviews with the objective of recruiting and employing qualified staff, when required
• Performance management (regular feedback and in-touch sessions with individual team members)
• Identify training needs and nominate team members to attend
• Facilitate training sessions with specific pre-determined outcome objectives
• Coaching and mentoring of individual team members when required
• Address and manage conflict within the team
• To build quality relationships with team members, key individuals, admin and other departments as well as with financial advisors and their assistants
• Participate/initiate ad hoc projects, when required
• Represent the team and team members in forums, when required
• Afrikaans and English business writing skills