Specialist, Client Experience

To perform and be responsible for adding value in the lives of institutional clients, including retirement funds, corporates, consultants, DFMs, and LISPs, by delivering a service that is personable, efficient, and professional.

Performing as a strategic partner to client-facing teams, ensuring that every client interaction is meaningful, proactive and aligned with the organization's commitment to excellence,

Type of Qualification: Diploma
Field of Study: Business Commerce, Consumer Services

Experience Required
Service Management
Operations
5-7 years

Responsible for client onboarding and termination processes, including documentation and facilitation of asset transfer, as well as liaison with other internal divisions.  Process and monitor client investment and disinvestment instructions, ensuring all relevant people are informed when necessary. Monitor client fee processes, including accuracy of data, invoices and reconciliations. Manage client reporting processes, including ensuring clients are receiving the correct reports at the agreed timelines, maintaining distribution lists and ensuring reports remain relevant. Liaise with all internal business units to ensure client needs are met professionally and timeously. Adhere to all business processes to ensure no risk is introduced into the environment. Comply with system (Salesforce, Power BI, other internal systems) functions and assist in identifying and ensuring operational efficiencies. Identify and execute agreed projects.

Client Support

5+ years of experience in preparing and submit required information ahead of client meetings, assist with any client meeting outcomes, Ensure Salesforce is appropriately updated, share any client insights that’s relevant and appropriate. Monitor and communicate any potential new business opportunities. Ensure client issues and concerns are communicated.

Investment support

5-7 years + years of experience in Maintaining an understanding of identified product range, Communicate and investigate any concerns or material changes in product performance.

 

 

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Checking Things
• Developing Expertise
•  
• Understanding People

Technical Competencies:

• Banking Process & Procedures
• Business Administration Skills
• Client Knowledge
• Client Relationship Management
• Client Retention