PPS has more than 200 000 members who enjoy access to a comprehensive suite of financial and healthcare products that are specifically tailored to meet the needs of graduate professionals.
PPS is the largest South African company of its kind that still embraces an ethos of mutuality, which means that it exists solely for the benefit of its members. Thus, ...
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Bachelor’s degree in Business, Finance, or a related field.
Proven experience in client relationship management or client service within the financial services industry, preferably within retail investments.
2 – 3 years’ experience managing an operations team, ideally within the client services environment
Strong understanding of investment products and services and the investment industry.
Understanding around data analysis and MIS reporting within the client experience environment
Understanding around client surveys and benchmarking
Working in an Agile environment and being familiar with Agile methodology in terms of project delivery
Duties and Responsibilities
Client Journey Mapping and Optimisation: Analyse the end-to-end client journey, identifying pain points and opportunities for improvement. Develop and implement strategies to enhance the client experience at each stage, from onboarding to ongoing service and reporting.
Service Standards and Best Practices: Define and implement client service standards and best practices for the retail operations team. Ensure consistent application of these standards across all client interactions.
Client Communication Strategy: Develop and oversee the client communication strategy, ensuring clear, timely, and relevant communication across various channels (e.g., email, phone, portal). This includes crafting client-facing materials, managing communication templates, and ensuring brand consistency.
Client Feedback and Analysis: Implement mechanisms for gathering client feedback (e.g., surveys, feedback forms, focus groups). Analyse client feedback to identify trends, areas for improvement, and opportunities to enhance the client experience. Report findings and recommendations to senior management.
Problem Resolution and Escalation: Establish a robust process for handling client inquiries, complaints, and escalations. Ensure timely and effective resolution of client issues, escalating complex issues as needed. Monitor resolution effectiveness and identify systemic issues.
Technology and Process Improvement: Identify and champion the use of technology and automation to streamline processes and enhance the client experience. Collaborate with the technology team to implement and optimise client-facing systems and tools.
Performance Monitoring and Reporting: Develop and track key performance indicators (KPIs) related to client experience, such as client satisfaction scores, resolution times, and service levels. Regularly report on performance to senior management and identify areas for improvement.
Team Leadership and Development: Lead, coach, and mentor a team of Client Service Specialists and Consultants. Foster a culture of client-centricity and continuous improvement of people, processes and systems. Conduct performance reviews and provide development opportunities.
Cross-Functional Collaboration: Collaborate effectively with various internal teams, including Investment Advisors, Portfolio Management, Compliance, and Technology, to ensure a seamless and integrated client experience.
Regulatory Compliance: Stay up-to-date on relevant regulatory requirements and ensure that all client interactions and processes comply with applicable regulations.
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