Service Manager: Client Due Diligence at Momentum

Role Purpose

• This role involves managing the Client Due Diligence (CDD) team with regard to implementation and maintenance of the CDD processes and procedures to prevent anti-money laundering. Placing focus on the financial wellness of the investor to ensure a positive client experience. 

Responsibilities and work outputs

• Effectively and efficiently communicate to key stakeholders, upon analysing data and error trends. 
• Evaluate and implement process changes that drive efficiency. 
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams. 
• Manage a comprehensive service function, ensuring timeous and accurate service delivery. 
• Monitor operational targets of the team, and resolve issues speedily to enhance client service delivery. 
• Review performance targets in line with business objectives to ensure that optimal performance is maintained.
• Build and maintain relationships with all stakeholders. 
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service. 
• Drive a team culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness. 
• Identify solutions to enhance cost effectiveness and increase operational efficiency. 
• Manage high risk and problematic financial clients in area of accountability as well as contribute to the adherence of policy. 
• Contribute to, and assist with the provision of appropriate awareness and training, on business processes
• and trends in respect of the areas specifically assigned to this role. 
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values. 
• Enable a team culture whereby information regarding successes, issues, trends and ideas are actively shared between team members. 
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted 
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth 
• Implement and monitor the application of good governance principles e.g. treat customers fairly (TCF). 
• Manage the process of gathering all relevant information/and or documents required, to risk rate clients (manual and automated) and make informed decisions.  
• Use and interpret the outcome on the following electronic systems and media search: 1. World check 2. Windeed 3. Transunion 4. Experian
• Keep abreast with and share knowledge and understanding of the following: 
• Financial Intelligence Centre Amendment Act (FICA) 
• Money laundering (ML) 
• Terrorist financing (TF)  United Nations (UN) Sanctions 
• Adopt a rule and risk based approach to fully understand the risks being taken. 

Competencies required 

• Decisive and assertive 
• Attentive to detail 
• Effective communication and Interpretation skills Sense of urgency Analytical thinking 
• Relatable 
• Passionate about driving a world class client experience

Experience and Qualifications 

• Grade 12 (Matric) 
• Post Matric qualification (e.g. Legal and Compliance)
• 1- 4 Years relevant compliance/risk management experience.
• At least5 years' client service experience in an insurance or financial services environment with
• 2-3 years' managerial/leadership experience