At Liberty, we employ more than 6,000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment, and health products. We continually seek to engage, develop, recognise, and reward the people who make our business great.
To provide specialist advice and support and to work collaboratively within their team and across other teams in the business to deliver exceptional onboarding customer experiences.
Minimum Qualifications:
2 - 3 years experience in a similar environment.
Bachelor's Degrees and Advanced Diplomas (NQF Level 07) in Finance, Economics, and Accounting.
Responsibilities
- Keep accurate and up-to-date records of information relating to own work area in line with standard operating procedures and performance criteria.
- Comply with business rules and processes pertaining to the agent set up on the various source systems.
- Accountable for the execution of specialised work including the improvement of quality, standards, and outputs within defined work routines and operating procedures.
- Proactively solve problems, determine root causes, and apply solutions in line with guidelines while providing the necessary information to resolve issues related to the area of specialisation.
- Plan for own task execution and advise on improvements related to the area of specialisation.
- Work collaboratively with distribution to ensure IFA and Tied adviser accounts are onboarded successfully with exceptional levels of service.
- Develop deep relationships with adviser back office staff to ensure smooth running of the process.
- Collaborate with marketing and other departments as necessary to develop materials and content which may be client-facing to ensure a smooth onboarding experience.
- Ensure that new business and servicing processes operate efficiently including the checking of documents and other regulatory requirements.
- Train adviser office staff to ensure smooth operation and complete understanding of the platform.
- Document all processes and procedures for the onboarding process ensuring version control.
- Develop relationships with Fund Manager Companies to effectively manage any queries regarding propositions.
- Collect data for and triage any requests for amendments to our fund list, ensuring the governance process is followed.
- Use management information to identify where improvements can be made and drive relevant improvement implementation.
- Have complete mastery and confidence in the platform and the processes surrounding it, along with exceptional product knowledge of platform funds.
- Help to train new team members in knowledge of products, processes, and systems.
- Manage risks and adhere to compliance in line with company policies.
Customer Service
- Ensure understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.
Finance
- Adhere to specified standards, policies, and procedures to prevent potential losses/wastage related to the area of specialisation.
Learning and Growth
- Integrate new knowledge attained through formal and informal learning opportunities and apply it in the execution of own role.
- Contribute positively to area-specific knowledge improvement associated with the area of specialisation.
Governance
- Comply with set governance and compliance procedures and processes related to the area of work and continuously identify, rectify, and escalate risks where necessary.
Liberty Values
- Product Related System Application (Intermediate)
- Service Delivery (Basic)
- Query Resolution (Intermediate)
- Research and Information Gathering (Basic)
- Customer Advice (Technical) (Basic)
- Customer Relationship Management (Basic)
- Trust and Integrity (Basic)
- Persuading and Influencing (Basic)
- Driving for Excellence (Basic)
- Professional/Technical Learning (Basic)
- Analytical Thinking (Basic)
- Entrepreneurial and Commercial Thinking (Basic)
- Communicating with Impact (Basic)
- Customer Orientation (Basic)
- Leading Change (Intermediate)
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Resilience (Basic)
Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Liberty Group Limited - an Authorised Financial Services Provider in terms of the FAIS Act (Licence no 2409)
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