Purpose of the role
To assume the role of effective and efficient management of all operational activities, processes and systems and thereby ensure the smooth running of portfolios.
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.
Education and Experience :
Relevant Degree (NQF Level 6 Qualification)
Post Graduate Management and Commercial Qualification at an NQF level 7 or Higher
Minimum 5 - 7 years industry related experience;
Minimum 3 - 5 years’ leadership / management experience.
At least 5 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 an advantage
Knowledge and skills :
Skilled, Technical and Academically Qualified Employees, Routine or Process Decisions and Exposure to Middle Management Responsibilities, reporting into an Executive a major Departmental Function.
Strong client servicing skills, strong cross sell, up sell and persuasive techniques and is keen and experienced in client servicing standards.
Performs duties within own area with direction from line manager.
Leadership Competencies :
Functional Competencies :
Operational, programme and technical execution
Digital understanding and solutions
Key Performance Areas : Budgets and targets
Budgets and targets
Targeting projects and opportunities where billing opportunities exist
Drive operational efficiency to manage costs
Decision Making and planning
Ability to work under pressure (high stress tolerance);
Proactive / take initiative;
Ability to manage and operate an effective diary system;
Ability to plan, organize, prioritize, control and manage a team of people
Deadline driven, with the utmost of accuracy (attention to detail) and compliance;
Must be able to follow and to solve problems or make decisions by referring to Manuals, Company policies and procedures, external / internal resources, Legislature and general practices within statutory Funds;
Micro and Macro planning for short and medium-term business needs.
Build and maintain exceptional internal and external client relationships.
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
Customer experience, TCF
Manage customer experience at all touch points
Implement the 6 TCF ways in daily operations
Provide / enable staffs training needs to be met
Establish PDP’s with each employee
Conduct monthly performance discussions and weekly coaching sessions.