SUMMARY:
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POSITION INFO:
About the team:
Our client, one of South Africa’s leading Global Asset Management companies, is looking for a Team Manager, who will be responsible for the servicing of the Financial Advisor Officers with any matter relating to our products, processes, transactions, web services as well as general queries regarding their client’s investments. Our client advocates excellent client service and strives to be the number one service provider in our industry. They promote an innovative and entrepreneurial culture and appreciate the manifestation of these initiatives within our service offering.
Responsibilities:
- Workflow & Work Management:
- Proactively manage AWD dashboards and email communications
- Make strategic decisions on case escalations with comprehensive follow-through
- Rigorously monitor and ensure SLA compliance
- Critically analyze and propose dashboard enhancements
- Human Resource Management:
- Comprehensively manage team performance across key performance indicators
- Translate organizational strategy into actionable team tactics
- Embed company values and culture through active implementation
- Lead diversity management and team collaboration efforts
- Oversee full recruitment lifecycle, including interviewing and selection
- Implement robust performance management processes
- Develop individual and team training strategies
- Provide professional coaching and conflict resolution
- Conduct operational planning and staff capacity management
- Monitor team performance trends and proactively address issues
- Manage quality assurance processes
- Execute strategic succession planning
- Phone Call Management:
- Implement comprehensive call tracking systems
- Generate detailed management reports on consultant performance
- Manage inbound and outbound phone interaction performance
- Client Management:
- Establish and drive monthly strategic sales team meetings
- Develop data-driven agendas focusing on value-added topics
- Conduct in-depth trend analysis of client profiles
- Perform detailed analysis of:
- Broker corporate and IFA transaction patterns
- Client behavior and service usage
- Cultivate relationships with top twenty clients
- Identify and mitigate potential threats
- Capitalize on strategic opportunities
- Vendor performance metrics
- Vendor Management:
- Represent company in vendor liaison meetings
- Negotiate and extract maximum value from service providers
- Projects/Analysis:
- Participate in comprehensive project requirement gathering
- Make critical resource allocation decisions for development and implementation
- Conduct thorough post-implementation success assessments
- Develop business cases for new process initiatives
- Generate management-ready insights
- Manage complex and sensitive cases
- Conduct rigorous UI testing
- Serve as subject matter expert on legislative, compliance, and regulatory themes
Requirements:
- 3-year relevant Bachelor or Commercial degree with subjects Economics and/or Finance. Other: SAIFM (South African Institute of Financial Markets AKA registered persons), CFA; CFP
- 5 to 7 years’ experience within the LISP industry
- Demonstrable management background
- Management of Human Resources, Business Processes, Change, Manager Dashboards/Data, Capacity and Client Relationships
- Linked Products, Unit Trusts and Offshore Funds knowledge is essential or previous experience in financial services
Some of the attributes we look for in a person are:
- The ability to build and maintain meaningful relationships
- Driven by results
- A client focused and collaborative approach
- Ambition, balanced with decency and humanity
