Business Segment: Corporate & Investment Banking
To manage delivery against the GM targets for all asset classes (predominantly Equities) and across multiple platforms and segments, to maximize revenue and achieve high client service quality in line with the Global Markets Strategy and within the defined risk parameters and regulatory requirements.
Essential Functions
- Responsible for managing to conclusion regulatory reporting obligations and outputs across Retail Platforms, Independent Financial Advisors and Share Schemes.
- Service the various client value propositions in respect of low, medium and high touch client segments, Inclusive Retail Investments and Share Schemes.
- Own, build and maintain an ongoing relationship with clients. Interface with Sales, Trading, Product, Regulatory and GM digital teams to deliver to evolving client needs. Ensure consistent delivery against Service Level Agreements (SLAs).
- Order and Risk management associated with Retail investments predominantly Equity and Derivative trading.
- Allocate and oversee investigations of the root cause of client incidents and trends and provide guidance on the necessary resolution. Where required, contact and escalate to relevant internal stakeholders to resolve incidents.
- Oversee receipt of sales incidents (i.e. requests, inquiries and complaints) from clients regarding tax matters and other internal stakeholders and escalate complex incidents immediately, to mitigate time delays and associated costs.
- Assist the desk with execution of client orders for online share trading platform, HNW clients and IFA’s. Monitoring trading systems risk and margin management.
- Contribute to the achievement of budgets by keeping the business aware of anticipated costs/revenue, identifying and rectifying promptly unsatisfactory performance areas.
- Contribute to the achievement of strategic objectives, to grow the Global Markets business, optimize platform utilization to grow share of wallet, deliver a superior client experience to optimize CIB revenue.
- Collaborate with peers and stakeholders by offering technical guidance, embedding efficiencies, on-the-job training and constructive feedback to build scalable business functions.
- Manage and report on key indicators that add value to the client’s experience to generate relevant information and insights to inform product and platform enhancements as well as continuous improvement in CE service delivery.
- Maximize GM product penetration by identifying cross-sell opportunities and notifying the relevant stakeholders to ensure the opportunity is capitalized.
- Monitor behavioral client insights to recommend ongoing product and platform enhancements, to assist sales and product teams in identifying client opportunities through client experience and identify continuous client friction points in maintaining client experience.
- Monitor, manage and report on digital portfolio activity and performance to drive digital conversions and sales process improvement to ensure digital channels are delivering to the intended outcome.
- Drive the self-service conversion tactics to increase conversion of clients to digital channels to increase share of wallet, market share and revenue from digital channels.
- Adhere to CIB’s risk policies, procedures, documentation and authorization limits corresponding to relevant platforms, in order to ensure compliance with CIB's risk and regulatory frameworks.
- Keep up to date with relevant developments both internally and externally to identify, assess and contribute innovative improvements across CE service delivery.
- Maintain up to date knowledge of all GM platforms and products, including their capabilities, functionality and their application. Use this knowledge to accurately and effectively guide team members through onboard, train and manage clients’ experience.
- Receive and oversee the receipt of instruction to amend and execute transactions on all GM platforms on behalf of low, medium and high touch clients. Ensure the required standard operating procedure (SOP) are followed to acquire approvals and to execute the transaction in a timely manner and within approved policies and guidelines.
Qualifications
Minimum Qualifications
Field of Study: Business Commerce
Type of Qualification: Finance and Accounting
Certifications: FAIS RE5 and JSE Traders / SAIFM RPE’s
Experience Required
- Have experience in finance and/or tax background
- Have experience in corporate share schemes
- Have any local or offshore trading experience / market knowledge
- Good understanding of local and international markets
- Have an understanding of equities markets and derivatives trading
- Have an understanding of tax reporting on investments and specific designation codes used
Additional Information
- Challenging Ideas
- Developing Expertise
- Following Procedures
- Generating Ideas
- Interpreting Data
- Inviting Feedback
- Making Decisions
- Producing Output
- Showing Composure
- Team Working
- Upholding Standards
- Client Retention
- Customer Understanding (Business Banking)
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