Operations Mis Specialist

Cape Town - This role is responsible for service delivery and maximizing the client experience through error analyses and resolution. The incumbent is a specialist dealing with endto- end investigations, providing solutions to and reporting of all financial and nonfinancial incidents with the outcome of providing an excellent service offering.DESCRIPTIONService Delivery1. Responsible for ensuring all exception reports are investigated and coordinateresolution of resultant client instructions across departments where required2. Applying technical knowledge and understanding to secure an end to endfinalisation of client requests3. Performing investigations where necessary to facilitate problem resolutiontimeously4. Technical understanding of all products and business processesand the ability to apply that understanding to daily outputs5. Evaluate problems regarding service issues and enquiries to determine theirimportance and urgency6. Working across organisational boundaries to obtain outstanding information andclarify instructions received to improve client experience7. Remain updated and informed on legislative and industry changes8. Responsible for ensuring service excellence to clients / intermediaries remainswithin best business practice and standards9. Identify and evaluate problems regarding service issues and enquiries to determinetheir importance and urgencyRelationship Building and Communication1. Collaborate effectively across business units to achieve business results.2. Take up and resolve administrative and service issues that hinder good servicedelivery.3. Build and maintain relationships with internal and external clients and stakeholders.Reporting and investigating1. Managing product bank recons received from the Administrator Partner – analysedata received to ensure ease of resolution through the necessary channels.2. Ownership, analysis and resolution of all exception reporting.3. MIS reporting.4. Provide reporting support to operations.5. Daily, monthly and ad hoc reporting for the operations area.6. Drawing statistics, tracking cases issued and assist with incident corrections.7. Causal and trend analysis.8. Conduct forums to give feedback on trends.9. Identify and implement reporting efficiency improvements.10. Identify efficiencies, recommend changes and enhancements, driveimplementation and monitor success thereof.REQUIREMENTSIdeal experience:2-3 years’ experience within financial services industry; investments /LISP/ AssetManagement environment.Knowledge on FICA/FAIS and FATCA legislation requirements and TCF outcomes.Knowledge and experience in client services / contact centre environments / MISand reporting advantageous.Ideal qualificationsBachelor’s degreeSystems knowledge:MS Office with a CRM system exposure as an advantageKindly note that all positions will be filled in accordance with the Company’s Employment Equity plan. We also encourage people with disabilities to apply
Cape Town, WC, ZA