In this role, you will play a key part in managing and enhancing client relationships while overseeing outsourced fund administration services. A passion for client service and a strong understanding of retail client relationship management and fund administration are essential. You will be responsible for ensuring that client needs are met and that they are consistently satisfied with the company's services and products.
Key Responsibilities:
- Maintain strong relationships with clients and advisors, both local and international.
- Respond efficiently to external client queries and assist the internal client service team in resolving client-related issues.
- Oversee the performance of the fund administration provider, ensuring service levels meet expectations, resolving issues in a timely manner, and adhering to Service Level Agreements (SLAs).
- Serve as the point of contact for client complaints, escalating issues when necessary.
- Coordinate the onboarding process for new clients, ensuring a seamless experience.
- Monitor and validate the full lifecycle of client investments and disinvestments.
- Prepare and distribute bespoke and specialized client reports, providing valuable insights.
- Collaborate with data analysts and developers to ensure high-quality reporting.
- Foster strong internal relationships across various departments, including the Investment Management and Fund Services teams. Collaborate with Performance and Technical Marketing teams to ensure excellent client service.
- Support the use of Salesforce, maintaining accurate and up-to-date client portfolio information.
- Contribute to the improvement of processes, reducing risk, and increasing operational efficiency.
Experience:
- At least 3 years of experience in a client relationship management or client reporting role within Asset Management or Asset Management operations.
- Experience in related financial services industries (LISP, Collective Investment Schemes, Retirement Funds, Linked Life Companies, ETFs) is advantageous.
- Strong technical knowledge of the financial services industry, particularly asset management.
- Familiarity with investment administration systems and relevant regulations governing the asset management industry.
Qualifications:
- A relevant tertiary qualification (BCom in Accounting, Finance, or Investments) is required.
- Proficiency in Microsoft Excel is essential.
Key Competencies:
- Excellent interpersonal and communication skills (both written and oral).
- Strong organizational and time management abilities.
- Effective decision-making and problem-solving skills.
- A collaborative team player with a positive attitude.
- Strong work ethic, self-motivation, and results-oriented mindset.
- Client-focused with a dedication to delivering top-quality retail client service.
- Structured work style with high attention to detail.
- Ability to perform well under pressure and meet deadlines.
