The primary focus of this role is to ensure strict compliance with regulatory requirements, the Enterprise Wide Risk Management Framework, and internal Glacier policies and Policy Standards. Additionally, you’ll be responsible for understanding and managing risks and relevant risk events (incidents) associated with the role.
Key Responsibilities:
Customer Relationship Management:
- Develop and nurture relationships with LISP customers, ensuring excellent customer service and fostering long-term partnerships through an agreed customer engagement program.
- Establish and maintain relationships with the administrative staff of key clients, such as Strategic partners and premier advisers.
- Efficiently and professionally resolve customer queries by leveraging product knowledge.
- Keep existing customers informed about the latest developments and offerings through proactive presentations.
- Act as a liaison between adviser offices and internal teams in handling escalated complaints.
- Provide support to the Business Development Management team in sales activities.
- Foster positive relationships with stakeholders to support the organization in achieving its strategic objectives.
Improvement Optimization:
- Stay updated on competitors’ offerings and market trends to propose and implement process improvements.
- Identify training needs within financial adviser offices and arrange relevant training sessions.
- Utilize internal communication processes and channels to enhance information flow and communication effectiveness.
- Conduct performance management assessments against Service Level Agreements with Business.
Qualifications and Experience:
- Bachelor’s degree in Commerce or Business Management, or equivalent NQF level 6 qualification.
- 2-3 years of experience in the Investment Industry in a management role.
- Proficiency in both English and Afrikaans.
Competencies:
- Adherence to instructions and procedures.
- Client-centric approach.
- Cultivation of innovation.
- Collaboration skills.
- Resilience.
- Drive for results.
- Effective communication skills.
- Proficiency in MS Office.
- Strong interpersonal skills.
- Time management abilities.
Attributes:
- Positive and enthusiastic attitude.
- Strong teamwork ethic.
- Ability to perform under pressure.
- Integrity, honesty, and respectfulness.
- Self-starter with confidence.
What Will Make You Successful in This Role:
- Degree or Diploma with 4 to 6 years of relevant experience.
- Ability to drive leads and achieve service targets.
- Proficiency in call center control and reporting.
- Budget and expense management skills.
- Effective stakeholder communication.
- Experience in managing employees.
- Capacity to build effective teams and demonstrate decision-making quality and directive abilities.
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