Retail Operations Manager

SUMMARY:
-

POSITION INFO:

Overview:

Our client, a global asset manager, is seeking to appoint a Retail Operations Manager. They are looking for someone who is passionate about people and extends past call and query management to understanding and managing the client experience. The successful candidate needs to have a strong knowledge of the SA asset management industry, its legislation, products and have had exposure to Retail distribution

Responsibilities:

• Drive excellence in client service
• Stay abreast of market and industry changes relating to client experience
• Manage multi-channel availability for clients (Facebook, Live chat, Emails, Calls) within agreed SLA
• Management of Private Client service offering
• Management reporting of the function
• Maintain and update Sugar CRM (includes driving enhancements, system upgrades and user testing)
• Outbound client campaigns
• Complaints management
• Client feedback management (new client welcome and surveys)
• Lead conversion
• Data management
• Controls design and management
• Ensure the team’s client engagement and technical knowledge is kept to a world class standard
• Involved in all changes that impact on retail clients
• Key contributor and initiator of client communication
• Manage the performance of the team (performance contracts, development plans, regular reviews and feedback)
• Management of the outsourced administrator
• Assist with the enhancement of products, systems and processes
• Assess the client experience and assist with the investigation, resolution and reporting of customer complaints
• Conduct continual analysis and assessments of training interventions to ensure effectiveness
• Maintain internal relationships, particularly with management within the sales, operations and marketing areas
• ASISA working group representation
• Ensure the admin processes between the outsource service provider and M&G are effective, efficient and aligned to M&G’s strategic client experience goal
• Monitor key performance indicators and trends, and work with the outsource service provider to improve processes
• Active participation in the service review meetings

Ownership of operational compliance functions

• Review FAIS compliance of advisors and resolve issues
• Review FICA status of clients and resolve issues
• Implement and manage suspicious transaction reporting

Active participation in the change life cycle with internal and outsource service provider project teams:

• Business requirements
• User acceptance testing

Manage M&G’s Website

• Drive client experience framework
• Writing up of specs for enhancements
• User acceptance testing
• Bug resolution

Requirements:

• B. Comm, Bachelor of Business Science degree, CFP, or similar qualification
• A good technical understanding of unit trust portfolios and the regulations embodied in CISCA
• At least 5 years management experience in client services
• Leadership skills
• Conflict resolution skills
• Strong interpersonal skills
• Strong oral and written skills
• Deadline orientated
• Strategic thinking
• Performance management
• Strong problem solving and critical thinking skills