Client Services: Team Leader
PSG Konsult Ltd
PSG Wealth
4d ago

DESCRIPTION

  • Provides direction, instructions,management and guidance to the client service teams in the delivery of servicesto direct clients and financial advisers within the PSG Wealth service levelsand goals.
  • This position reports into Head of ClientServices.
  • MAIN RESPONSIBILITIES :
  • Manage, lead and coach the team members ona daily basis to meet client service levels and goals
  • Ensure timely processing of clientinstructions on a daily basis
  • Assist in resolving client disputes.
  • Identify system, workflow and process improvementsto enhance the team's efficiency.
  • Manage the work output of the team (workallocation, dashboards, service levels) including capacity planning
  • Provide any training / mentoring / coachingthat team members need
  • Communicate clear instructions to teammembers
  • Listen to team members' feedback
  • Identify team members strengths,weaknesses and motivations
  • Monitor team members' participation to ensurethe training they are provided is being put into use, and to identify if anyadditional training is needed
  • Manage the flow of day-to-day operationsand minimise operational errors
  • Create reports to update the Head of ClientExperience and senior management on the team's progress and delivery withinservice levels
  • Provide Head of Client Services with regularfeedback on clients needs and issues that business needs to consider forfuture development and fixes
  • Compile and distribute managementinformation to Head of Client Services and team members
  • Encourage team work
  • Performance management of the team members
  • To actively participate in theorganisation s continuous improvement by identifying and proposing solutions tosystem, process and service related failures
  • Deal with escalation of queries and complexinstructions
  • Assist with special projects and assignmentsas agreed on an ad hoc basis
  • Apply TCF principles in daily tasks
  • QUALIFICATIONS AND EXPERIENCE

  • A relevant financial or business degreeessential
  • Post graduate qualification and / or CFPadvantageous
  • Strong technical and business experience inthe administration of a LISP platform
  • 5 - 7 years LISP platform experience ofwhich a minimum of 2 were as team leader
  • Excellent verbal and communication skills
  • Bilingual (Afrikaans and English)advantageous
  • SKILLS AND COMPETENCIES

  • Leadership ability
  • Strong emphasis on coaching for performance
  • Client focussed
  • Accuracy skills essential
  • Strong verbal and written communicationskills
  • Ability to work under pressure
  • Ability to deal with complexity
  • Systematic and organised
  • Attention to detail
  • Ability to recognise, communicate and assistin solving problems
  • Ability to prioritise and functionpositively under pressure
  • Ability to function as part of a team
  • Computer literacy, especially Excel
  • Apply
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