Qualifications and Experience
Minimum of 5 years in the financial services industry is required
Relevant tertiary education or courses
Purpose of the Role
The Client Relationship Manager is required to provide a technical support service to the Portfolio Manager(s).
The incumbent takes responsibility for overseeing the administrative, operations and client services support to the Portfolio Manager(s), developing client relationships and ensuring that we always provide a positive professional experience.
Portfolio Management Administration
Deals with Portfolio Manager(s) client instructions timeously
Works well with Advisor offices and the core administration teams on behalf of Portfolio Manager(s)
Performs all mandate completion and client onboarding steps with central operations team
Uses knowledge of products/process to ensure end to end finalization of client instructions or queries
Develops good verbal and written interaction with Advisor offices and central operations
Assists Portfolio Manager(s) with client reviews
Client Services
Implementation of the client services experience, as defined by the Head of Operations
Works with the central operations team for the implementation of administrative processes and controls in the office (including all transactions, queries, reporting etc.)
Act as the point of contact for clients, ensuring the efficient delivery of client requirements on behalf of the Portfolio Manager(s)
Adhere to the culture and principles of Treating Customer Fairly
Operational Support (administrative support)
Capturing and preparing of client records and uploading of related documents on relevant client management tool i.e. xPlan
Ongoing maintenance of client data on client management tool to ensure data integrity
Capturing, fulfilling, and preparing client file(s) ensuring all compliance paperwork is present and confirm client risk profile
Prepare client briefs for the Portfolio Managers client appointments, identifying suitable client needs and liaising with central operations as required
Schedule tasks on xPlan for reviews in line with agreed client engagement terms
Preparation of all review packs / documents for Portfolio Manager(s) to engage with client(s) as agreed per terms of engagement This includes the preparation of all profiles, meeting notes, valuations, mandate agreements with supporting marketing & application materials
Preparation and distribution of client welcome packs
Co-ordinate case specific enquiries with internal/external product and service providers
Ensure proper record keeping in line with business rules and where relevant, legislative requirements
Marketing Support
Assist with the organization of client events in conjunction with the events coordinator i.e. booking venues, RSVP management, event management etc.
Assisting Portfolio Managers at client events when relevant
Act as a second point of contact for clients thus strengthening client relationships
Office Management
Support the Portfolio Manager(s) with general office management tasks including reception, facilities, diary management, stationery, marketing material etc.
Attend to all technology issues experienced by the Portfolio Manager(s) and facilitate the solution with IT support team
Support Portfolio Manager in effective client diary management and meeting preparation
Knowledge
Of the Financial Services Industry
Understanding of FAIS and FICA legislation
An understanding of:
Share portfolio account opening processes (including documentation required and the loading of the account)
Portfolio transfer
Dividend receipts and payouts
Corporate actions
Client statement preparation and distribution
Competencies
Computer skills: Microsoft Office (Excel, Work, Outlook and PowerPoint essential)
Experience with Xplan; DMA; Marble; OPUS is an advantage
Good verbal and written communications skills
High energy individual who is customer centric and relationship orientated
Methodical, accurate and have meticulous attention to detail
Self-motivated work ethic
Organizational skills, ability to prioritize, plan and manage projects
Ability to collaborate with others
Critical thinking: ability to strategize, research and interpret
Strong analytical, math and research skills
Problem solving ability to apply creative skills in evaluating problems and identifying best solutions while being flexible to accommodate the changing needs of the clients
Teamwork: be a reliable and productive member of the team
Professional presence: as a representative of the organization, a professional image and professional conduct are always expected and required
Time management: ability to manage time and tasks to ensure deadlines are met
Assertiveness
Proactive & resourceful
Resilient under pressure
Ability to multi-task
Maintains confidentiality
