Client Relationship Manager (Pps Investments)
Main duties and responsibilities:1. The CRM will be responsible for dealing with all errors and complaints received in any form via our omni channels.2. This role is responsible for service recovery and delivery to reinforce trust, confidence and satisfaction through exceptional service interventions.3. Responsible for ensuring that service excellence to Clients and Financial Advisers remains within best business practice and standards.4. Provide service support to Senior Management.5. Provide service support to internal and external clients or stakeholders relating to and within the financial services /LISP/Asset Management environment.6. Handle all Escalated client queries, errors and/or complaints.7. Performing causal analyses and resolving issues within agreed Service Level Agreements.8. Applying technical knowledge and understanding to secure an end-to-end finalisation of queries.9. Performing investigations where necessary to facilitate problem resolution timeously.10. Evaluate problems regarding service issues and enquiries to determine their importance and urgency.11. Responsible for managing reputational and financial risk and ensuring compliance with regulatory requirements, procedures and service standards.12. Technical understanding of all PPS Investments offerings and the ability to apply that understanding to daily outputs.13. Benchmark our standards and performance against industry.14. Work with Team Leaders, Skills Coaches, Learning and Development, Business Development and Product Development to support learning objectives of respective departments; to identify and support training interventions and fill learning gaps.15. Collaborate effectively across business units, Build and maintain relationships with internal and external clients and stakeholders to achieve business results.16. Driving the resolution of unreconciled finance items.17. Weekly and monthly reporting (e.g., Complaints, Errors, trends) - Conduct forums to give feedback on trends.18. Identify efficiencies, recommend changes and enhancements, drive implementation, and monitor success thereof.Ideal qualifications and knowledge:1. Bachelors Degree or Diploma - Business Management / Economics / Investments or similar essential2. Knowledge of financial services industry; investments /LISP/ Asset Management environment3. Knowledge on all applicable legislation (e.g., FICA/FAIS, FATCA, TCF, POPIA etc.)4. Knowledge and experience in operations/client services / contact centre environment5. Analytical, statistical and complaints handling experienceIdeal experience:1. 3 - 4 years experience in a similar role is essential2. Experience within Client Services and Operations environment within the financial services/ LISP/ Asset Management environment is advantageousCompetencies and ideal personality attributes:1. Client Centricity2. Resilience3. Excellent Business writing skills4. Communication skills (written and verbal)5. Analytical thinking6. Attention to detail7. Business acumen8. Building and maintaining relationships9. Results driven10. Accountability11. Planning and organizing12. Team successSystems knowledge:1. Systems knowledge on MS Office:a. Excellent knowledge in MS Excel, MS Word, and MS Teamsb. Proficient in Power BI, Flexcube, Visio (or similar)2. Fully competent in a CRM system You acknowledge that any information supplied to PPS is provided voluntarily and therefore constitutes unconditional, specific and voluntary consent to the processing of such information by PPS. Your personal information will be processed for facilitating your employment application with PPS including any statutory or regulatory compliance with which PPS must comply (where applicable) and for the legitimate interests of PPS and yourself, both during the recruitment process and thereafter. You may instruct PPS by written notice to cease the processing of your personal information at any time and, subject to the requirements of applicable South African law, request that PPS delete and/or de-identify such personal information. All appointments are made in line with the Company's Employment Equity targets PPS has in place a COVID-19 Vaccination Policy, effective 1 February . All appointments are subject to proof of your vaccination certificate when this policy becomes effective. The Company reserves the right to amend this term and condition of employment, as it deems necessary.