Manager, Portfolio Administration at Standard Bank Group

Job Overview:

• To manage and control the Trustee administration of all Management Companies;
• To apply the Client Service Vision for Trustee Services into actionable objectives and tactics thereby influencing the outcome of internal and external service measurements of Trustee Services;
• To effectively manage the Portfolio Administrators area, managing key functions such as releasing on BOL, account opening, billing and managing the financial year end process, thereby ensuring that a consistent and high level of quality service is provided to both internal and external customers;
• Maintain a customer-focussed environment to consistently deliver exceptional service.

Key Outputs:

Focus attention and efforts on understanding customer requirements and proactively addressing different customer/client needs

• Maintain a customer-focused environment to consistently deliver exceptional service;
• Maintain a high level of turnaround times for query and complaint resolution;
• To ensure that the staff within the department understand the risks associated with dealing with customers, releasing of transactions, account opening, billing, customer queries and the dissemination of confidential information and to maintain a high level of integrity and ethical standards;
• Prompt and efficient resolution of all queries and complaints within SLA’s;
• Develop and entrench service principles and standards affecting the customer experience (query fulfilment and service recovery);
• Queries and complaints analysed in order to provide input into reengineering teams to ensure solutions are found to recurring problems;
• Ensure and chair monthly meetings (conference calls with each client) and proactively address issues concerns and new client requirements;
• Build lasting partnerships with all external and internal clients

Manage and control the financial year end admin process

• Report any discrepancies to the Compliance Manager;
• Ensure financial statements are fairly represented;
• Plan audit meetings with clients, back office administrators and auditors prior to clients financial year end;
• Agree task timelines for the operational teams;
• Ensure that admin reporting packs are delivered to auditors as per agreed timelines;
• Manage audit queries and ensure timeous responses;
• Ensure financials are checked, discrepancies resolved;
• Feedback to Compliance in order for them to provide Compliance letter to the clients.

Ability to make decisions

• Willingness to take responsibility for decisions when under pressure;
• Provide the team with direction and clarity when assisting with problems;
• Must take prompt action to address problems.

Manage productivity of teams

• Determine efficiencies and improvements in processes;
• Prioritise improvements;
• Ensure fair split of work;
• Take control of as well as coordinate resources in the team;
• Manage succession plan for each key role in the team;
• Manage operational risk through diligent application of internal controls and ensure procedures are documented and applied;
• Ensure right controls are in place to avoid losses;
• Manage team dashboard (e.g., Volumes, Key risk indicators, Query management)

Grows capability by delegating

• Identify and assist with the planning of project tasks related to the team;
• Participate and give input to projects – impact assessments of system changes;
• Delegates tasks to all staff;
• Allow others to grow and learn from managing new responsibilities;
• Provides developmental guidance or coaching and mentoring.

Manage teams performance 

• Maintain and build a team by recruiting and retaining the necessary resources and ensuring the optimal structuring of the team needed to deliver to our clients;
• Empower staff to take full responsibility and accountability for their relationships with internal and external clients;
• Must monitor and manage staff’s performance and development and ensure optimum efficiency and productivity is maintained at all times;
• Recognise and reward exceptional performance;
• Address non-performance, provide clear guidance on how to improve their deliverables.

Minimum Requirements:

Qualifications

• Matric (Completed Tertiary qualification preferred).

Experience

• 5 - 7 years' Custody, Back Office and Asset Management experience.