Client Relationship Manager

job Description

This role utilises expert knowledge in the specific fields of client services / administration / product / process to resolve technical problems, usually in support of administrative queries/issues.

The incumbent is individually accountable for achieving service delivery and results through own efforts. Individually accountable for managing own time, tasks and output. Pro-activeness and a willingness to take responsibility is rewarded through remuneration and career progression.

Duties and Responsibilities

-This role functions as a subject matter expert in a specific field of client services / administration / product / process.
-Responsible to support and enable the Portfolio Management function to grow and retain market share; to enhance the customer experience; to retain the customer.
-Deals with escalated client queries or complaints and resolves issues to completion.
-Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.
-Responsible for managing reputational risk associated with complaints.
-Resolves technical and complex problems, especially in support of administrative queries / issues.
-Applies specialist knowledge in a focused role working with relatively complex information.
-Deals with all client instructions, queries or complaints timeously and accurately.
-Responsible for all administration functions around client onboarding and client disbursements.
-Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.
-Facilitates problem solution across organisational boundaries.
-To render an effective and efficient administrative service to clients.
-Work closely with Compliance, Risk and Operations to ensure delivery and execution of remediation activities (AML/FATCA/CRS).
-Strict adherence to regulatory requirements (FICA, FAIS).
-Uses knowledge of products to secure an end to end finalisation of client instructions, queries or complaints.
-Makes increased contribution by broadening individual skills.
-Collaborates effectively with others to achieve personal results.
-Accepts and lives the company values.

Qualifications and Experience

-Relevant Bachelor’s degree.
-Minimum 5 years’ experience within the Asset management industry (advantageous).
-Intermediate in MS Suite (Excel, MS Word and Outlook).
-Good communication skills and are able to present ideas clearly (both written and verbal).
-Ability to work under pressure.
-A professional approach.
-Attention to detail.
-Accuracy.
-Meets deadlines.
-A team player with strong collaboration skills.
-Proactive, confident and show initiative.
-Excellent administrative, servicing, coordinating, support, relationship management and innovation skills.
-Excellent problem solving skills.
-Good understanding of Administration systems.
-Sound Operational business knowledge.