Client Service Manager
Alexander Forbes
Sandton
2d ago

Introduction...

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

Formal Qualifications

  • Relevant Degree / Tertiary Qualification (Required)
  • RE1 / RE5 (advantageous)
  • CFP (advantageous)
  • Post Grad (advantageous)
  • Required experience

  • 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
  • Stakeholder relationship

  • 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
  • Trust 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

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