Manager: SPM Client Relationship Management at Absa South Africa

Job Summary

• The Manager,  Client Relationship Management, will be responsible for overseeing and managing a team of Client Relationship Managers (CRMs) who provide crucial administrative support to Portfolio Managers (PMs). This role will ensure the efficient and effective delivery of high-quality customer service to high-net-worth clients (HNWI) while managing the execution of operational plans as set by Senior Management. The manager will play a key role in enhancing client satisfaction and operational performance, ensuring compliance with risk management frameworks, and promoting cross-functional collaboration.

Job Description

Management & Support - 6 months Fixed Term Contract

• Lead and supervise a team of Client Relationship Managers (CRMs), ensuring efficient coordination of client-facing administrative tasks and portfolio management support activities.
• Develop and implement training and development initiatives to ensure team capability and enhance performance.
• Ensure that team members adhere to operational best practices, company policies, and quality standards in the delivery of client services.
• Regularly monitor and assess team performance, providing constructive feedback, conducting performance reviews, and implementing continuous improvement initiatives.
• Stakeholder Management
• Actively promote and facilitate collaborative engagement with internal and external stakeholders, including but not limited to:
• Suppliers: Engage with third-party vendors to ensure smooth execution of services and deliverables.
• Distribution Partners: Manage relationships with key distribution partners, aligning objectives with the company’s portfolio management strategies.
• Technology Teams: Collaborate with technology teams to enhance tools, platforms, and systems that support client relationship management and portfolio support functions.
• AIFA & Other  ABSA Entities: Foster relationships and streamline communications with AIFA (Absa Investment Fund Administration) and other ABSA entities to ensure operational efficiency.
• Client Engagement
• Drive efforts to ensure exceptional client experiences through tailored communication and proactive issue resolution.
• Work closely with Portfolio Managers to understand client requirements and provide them with relevant portfolio administration and support services.
• Ensure timely and accurate responses to client queries, escalations, and concerns while ensuring all client-facing staff maintain high standards of professionalism.
• Risk and Control
• Oversee and ensure that all risk and control requirements for portfolios are fully met, maintained, and adhered to, as per regulatory and company standards.
• Ensure the team operates within a controlled environment, ensuring compliance with risk management frameworks and internal policies.
• Identify, mitigate, and report risks that could impact portfolio performance, compliance, or client relationships.
• Actively engage in regular audits, reviews, and updates of risk and control processes to align with evolving regulations and business goals.
• Business Development
• Support business development initiatives by identifying opportunities for service improvement, operational efficiencies, and enhancing the client value proposition.
• Contribute to the development and execution of business strategies aimed at increasing revenue and improving client retention.
• Assist in the formulation and execution of marketing and promotional strategies related to the portfolio management business.
• People Management
• Foster a high-performing culture by effectively managing the team, ensuring high levels of motivation, engagement, and retention.
• Provide regular coaching and mentorship to Client Relationship Managers, encouraging personal and professional growth.
• Lead team meetings, performance reviews, and recognition programs to maintain a cohesive, driven team environment.
• Business Development
• Support business development initiatives by identifying opportunities for service improvement, operational efficiencies, and enhancing the client value proposition.
• Contribute to the development and execution of business strategies aimed at increasing revenue and improving client retention.
• Assist in the formulation and execution of marketing and promotional strategies related to the portfolio management business
• Key Skills & Competencies:
• Leadership: Ability to motivate and guide a team, fostering collaboration and accountability.
• Client-Focused: Strong client engagement skills, with an emphasis on providing exceptional service and maintaining positive client relationships.
• Stakeholder Management: Ability to manage relationships with both internal and external stakeholders effectively, promoting cross-functional collaboration.
• Risk & Control Management: In-depth knowledge of risk management processes and experience in implementing controls to meet organizational standards.
• Communication Skills: Exceptional written and verbal communication abilities, with a focus on clarity, professionalism, and influence.
• Problem-Solving: Strong analytical and decision-making skills with the ability to resolve complex issues efficiently.
• Business Acumen: A strong understanding of portfolio management processes, business development, and industry trends

Qualifications & Experience:

• Bachelor's degree in Business, Finance, or a related field (preferred).
• Minimum of 5 years of experience in portfolio management, wealth management, or client relationship management roles, with at least 2 years in a managerial capacity.
• Experience in managing high-net-worth clients and a strong understanding of the unique requirements of this client segment.
• Proven experience in managing risk, operational processes, and working within regulatory frameworks.
• Strong leadership skills with a track record of building and managing high-performing teams

Additional Information:

• This is a 6-month contract role with the possibility of extension.
• Flexible working arrangements may be considered, based on the needs of the business