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.).
- Acts as the point of contact for clients, ensuring the efficient delivery of client requirements on behalf of the Portfolio Manager(s).
- Adheres 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.
- 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, Word, 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.
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