Client Relationship Manager at Sygnia Asset Management

• We are looking for an exceptional individual to join our team Retail Investment Services Team in the capacity of Client Relationship Manager (CRM).

DUTIES AND DAILY RESPONSIBILITIES:

• Engage with Clients, Independent Financial Advisers (IFAs) and their support staff (occasionally face-to-face) within SLA and in accordance with Sygnia’s servicing standards.
• Discuss and explain all funds, products and services offered by Sygnia as well as all operational processes and requirements.
• Educate and support clients/IFAs on procedures, quotes systems, portal sites and completion of instruction forms, application forms and supporting documents pertaining to FICA and FAIS.
• Own and manage every client/IFA interaction from start to end and provide feedback in the format requested by the client/IFA within SLA.
• Effectively manage personal queues – ‘Today’s Work Today’ (TWT principle).
• Attend to and refer all escalated queries to the departments responsible, follow up on feedback and manage client/IFA expectations.
• Eliminate and de-escalate any occurrences of client/IFA dissatisfaction.
• Ensure client/IFA satisfaction and retention through proactive and targeted servicing and relationship building efforts.
• Optimise Client Relationship Management skills and processes to deliver the maximum service impact to clients/IFAs.
• Maintain a good internal department relationship to ensure that you get the maximum support and collaboration.
• Partner with the relevant Business Development Executive (BDE) to ensure holistic and effective FSP support.
• Maintain a healthy team spirit by assisting peers where needed and proactively communicate.

ROLE QUALIFICATIONS AND EXPERIENCE:

• BCom or equivalent undergraduate degree/diploma is preferable.
• At least 3 years’ experience in Client and IFA Servicing within investment/financial services
• Experience in the Linked Investment Service Provider (LISP) environment administration is preferable.
• Experience in the following Financial Services industries is an advantage:
• LISP
• Collective Investment Schemes
• Retirement Funds
• Linked Life Companies (Just Life)
• Exchange Traded Funds (ETFs)
• Advanced Excel skills

COMPETENCIES REQUIRED:

• Strong organisational skills – a passion for getting things done quickly and accurately.
• Excellent client service skills – must enjoy liaising with clients.
• Ability to prioritise and function positively under pressure.
• Ability to deal with complexity.
• Innovative with strong problem-solving capability.
• Exceptional interpersonal skills.
• Self-motivated and proactive.
• Strong conversational and writing aptitude.
• Ability to work both within a team and individually.
• Be a self-starter and must be proactive in taking ownership for your own learning and career development.
• Be tactful, professional and maintain a positive personal brand.
• Ability to manage multiple projects while prioritizing work assignments.