Alexander Forbes is looking for a Client Service Manager to manage the delivery of high quality services to clients, to build effective relationships with internal clients and to promote a culture of high performance, innovation, ambition and continuous improvement within the Retail Member Administration, within the Fund and Member Administration Fund Pillar, in the Ops and Admin Division
Relevant Degree / Tertiary Qualification (Required)
RE1 / RE5 (advantageous)
Post Grad (advantageous)
At least 8 years Client Servicing Experience
At least 2 to 5 years in managerial role (Team Leader or higher) in a Contact Centre
At least 7 years demonstrating an ability to identify opportunities at clients, build strong internal and external relationships and a track record of converting opportunities into concrete sales
Experience in investment administration industry (LISP) and retirement funds / employee benefits
Understanding of daily priced unitised investments : unit trusts, multimanager portfolios and LISP products
Sound knowledge of regulations in terms of Pension Funds Act, Income Tax Act, including FSB and SARS directives, long term insurance act and other legislation.
Knowledge of RDR
Ability to analyse the target market with reference to financials, media and internal information and co-ordinate the client experience to maximize Alexander Forbes’ group wide product offering that is mutually beneficial to us and the customer and client and embodies the principles of TCF.
Experienced using Microsoft CRM and Compass
Demonstrate a record of accomplishment of building internal and external relationships
Build and maintain exceptional internal and external client relationships.
Develop and build a client centric service culture to serve FPC, IFAs and Direct clients
Establish strong, trust-based relationships with internal clients, external clients and other teams within AF.
Drive customer loyalty and retention through excellence in customer service support as well as a detailed understanding of the client (retirement fund) and all aspects of the client and the market the client operates in.
Demonstrate the ability to assimilate all sources of information on the client and generate a cohesive and comprehensive plan that will mutually benefit the client and AF in line with TCF.
Work collaboratively with other departments to coordinate client interactions and resolutions to their needs.
Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met
Develop and maintain excellent business relations with new clients
Network and develop relationships and trust among clients to support new business growth
Ensuring that the TCF values are top of mind in all dealing with internal and external clients
Role Specific Operational Effectiveness
Assistance with client retention
Attend all trustee and board meetings, ensure resolution of any questions / queries raised in the board and trustee meetings
Communicate clearly, transparently and concisely to clients and internal stakeholders
Proactively manage client expectations
Ensure AFICA Contact Centre and AFISS teams meet there service objectives
Ensuring that meetings with clients are timeously and pro-actively set up as to manage expectations and alleviate risks while embodying the SERVE principles.
Develop and excellent direct channel servicing model via the Contact Centre
Promote Alexander Forbes Best Practices Operational tools
Procedures and processes
Adherence to legislation
Troubleshoot issues where under the direction of the Key Account Manager
Identify new business, growth and cross-selling opportunities
Additional administration services
Health management services
Financial Planning services
Ad-hoc billing and debtors’ management where under the direction of the Key Account Manager
Negotiate administration fee reviews
Review and amendment of SLAs where under the direction of the Key Account Manager
Provide input into revenue forecasts if / when requested
Represent the business at meetings of the retirement funds as the Administration Representative
Please note : If you do not receive feedback within 2 months, please consider your application unsuccessful