Service Manager - Sandton at Catch

ROLE OVERVIEW:

• As our global footprint continues to grow, we’re looking for a strong client relationship executive responsible for managing and nurturing client relationships, managing internal and external stakeholders, ensuring the delivery of exceptional service, collecting and monitoring all documentation needed to service clients and supporting the strategic goals of the business.

This role would be ideal for someone who:

• Has experience working with corporate or enterprise-level clients Thrives in a fast-paced environment where multi-tasking is required
• Has excellent organization skills and is able to keep track of evolving requirements and outstanding items across various channels
• Thrives in a client-facing environment where relationship building, strategic thinking, and operational excellence are key.
• Understands the dynamics of global markets and can navigate cross cultural communication effectively.
• Is comfortable managing multiple stakeholders and delivering high-touch service in a fast paced, performance-driven setting.
• Has a background in account management or client relationship management and is looking to grow within a globally oriented organization.
• Has managed small teams before.

KEY RESPONSIBILITES:

• Serve as the primary point of contact for assigned clients, ensuring their needs are met with professionalism and efficiency.
• Manage the end-to-end reclaim documentation process by liaising with clients, custodian banks, tax authorities and internal teams to request, collect, reconcile, and validate documentation in line with jurisdictional requirements.
• Management of client support team
• Collaborate with internal departments to resolve issues in the reclaim process and proactively drive client reclaims through to submission.
• Prepare and present regular reports on client’s reclaims and other potential opportunities.
• Monitor client satisfaction and proactively address any issues or concerns

QUALIFICATION:

• CA(SA) 

EXPERIENCE:

• 2+ years of experience in client service, account management, or similar role.
• Experience in financial services is a plus.
• Must have experience managing small teams.

COMPETENCIES AND SKILLS:

• Exceptional organizational skills to manage multiple clients and tasks efficiently.
• Strong verbal and written communication for effective client and stakeholder engagement.
• Ability to multi-task and prioritize in a fast-paced environment.
• High attention to detail to ensure accuracy in documentation and processes.
• Proficiency in Microsoft Office, especially Excel, Outlook, and Word. (Advanced Excel skills area advantageous)
• Effective time management to meet deadlines and maintain service quality.
• A proactive, problem-solving mindset to resolve issues and drive outcomes.
• Passion and enthusiasm for delivering excellent client service.
• Collaborative approach to working with internal teams and external partners.
• Process-oriented thinking to support continuous improvement and operational efficiency.