Executive Relationship Manager at Discovery Limited

Key purpose

• The Executive Relationship Manager (ERM) is responsible for managing and strengthening strategic relationships with Discovery Invest’s key advisers and franchises. The ERM role is a very strategic focused role, which includes exceptional service delivery, high-level escalation management, and a big focus on data insights to identify opportunities that support adviser growth, client engagement, and the Discovery shared-value model.
• This is not a commission-based sales role, but plays a critical role in enabling new business, retention, and adviser-led client conversations through insight, analysis, and collaboration.

Key Outcomes

• Strategic partnership, understanding adviser’s or franchise’s business and goals
• Data and engagement-led identification of growth and engagement opportunities
• Trusted senior point of contact for advisers and franchises
• Consistent, high-quality service delivery
• Effective resolution of complex escalations
• Strong adviser confidence in Discovery Invest

Key Responsibilities

Relationship & Stakeholder Management:

• Build strong relationships with advisers, franchises and stakeholders
• Act as a strategic partner understanding adviser/franchise practice and goals
• Facilitate regular engagements and presentations

Data Analysis & Opportunity Identification:

• Analyse adviser and client data to identify growth, retention and engagement opportunities
• Translate insights into actionable discussions

Service Delivery & Escalations:

• Own and resolve complex service and operational escalations
• Drive service recovery and risk management

Collaboration & Enablement:

• Partner with Invest specialists for adviser and franchise engagements
• Ensure understanding of processes, product and regulations impacting the financial services industry

Experience & Qualifications

• BCom degree or equivalent
• 5+ years investment industry experience
• 3+ years in adviser relationship or similar role
• Relevant product knowledge
• Vast knowledge of relevant regulatory and compliance requirements
• Strong operational and regulatory knowledge
• Understanding of operations processes, such as New Business, Servicing, Transfers, Withdrawals
• Demonstrated Presentation experience

Advantageous

• Relevant industry-related qualification
• RE qualification
• Platform experience (Compass, Paradigm)
• Language:  Afrikaans fluency is advantageous; the ability to understand Afrikaans is also beneficial.

Skills & Capability Profile

• Strong communication and presentation skills, with the ability to engage confidently with top advisers and stakeholders
• Analytical and problem-solving capability, with the ability to interpret data and translate insights into meaningful actions
• Commercial awareness, with a proactive approach to identifying opportunities for growth, client engagement and service improvement
• Excellent organization and time management, with the ability to manage multiple priorities in a fast-paced environment
• High attention to detail and accuracy, particularly in managing complex client, product and operational matters
• Resilience and adaptability, with the ability to perform effectively under pressure and navigate changing priorities
• Professional credibility and assertiveness, with the confidence to influence discussions and manage challenging situations
• Self-motivation and accountability, with a proactive approach to delivering high-quality outcomes
• Collaborative mindset, with the ability to work effectively across teams and functions
• Strong technical proficiency, including PowerPoint (creating and delivering presentations), Excel and other standard business tools