Client Services Manager at RMB - Rand Merchant Bank

Job Description
The purpose of the role is as follows:

• To strategically manage client relationships and oversee the delivery of client services to ensure optimal client satisfaction, operational efficiency, and regulatory compliance.
• To join a team of servicing professionals, drive performance excellence, foster collaboration and implement strategic initiatives to enhance service delivery and drive business growth.

Are you someone who can do the following: ​

• Manage the service delivery model and provide technical guidance and leadership in the provision of the full service-delivery model.
• Contribute to the development and execution of strategies to enhance client relationships and satisfaction.
• Oversee the end-to-end client engagement and onboarding process, collaborating with internal teams to ensure a seamless process within the bounds of legislation and regulation.
• Manage the client life cycle and related events i.e., account opening, maintenance and closure, transitions, query
• management etc. while keeping in mind risk management and operational efficiency.
• Identify and implement risk mitigation strategies to minimise exposure to operational and reputational risk.
• Serve as a senior point of contact for key clients, and address complex inquiries, escalations and strategic initiatives.
• Facilitate regular communication with clients and provide updates pertaining to the relevant operations, market trends and industry developments.
• Identify opportunities for process enhancement (and automation where possible) within the client services function, driving efficiency and enhancing service quality.
• Monitor service delivery metrics and identify trends for process improvement and service enhancement.
• Remain informed of emerging technology and practices within the client services space and assess whether there is value to implement similar practices within the organisational context.
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared.

You will be an ideal candidate if you have the following:

Qualifications/Experience

• Relevant Postgraduate Degree
• 5 - 10 years’ Institutional Client and Global Markets experience.
• Comprehensive understanding of the operations within the relevant service area
• Proficiency in relevant systems and platforms employed by the Bank.
• Expert knowledge of regulations governing the relevant business area
• Familiarity with investment products and financial instruments.
• Experience driving process improvement initiatives and operational efficiencies.
• Ability to gain the respect of colleagues and industry specialists in the function.
• Tenacity and ability to inspire colleagues and nurture a co-operative and collaborative relationship with our subsidiaries.
• Ability to make effective decisions based on sound judgment.
• Ability to analyse and understand challenges/opportunities and to propose thoroughly researched solutions to overcome these challenges or exploit the opportunities.
• Ability to effectively communicate verbally, in written form and via presentations.