Retail Investments Operations Manager

Overview:Our client, a global asset manager, is seeking to appoint a Retail Operations Manager. They are looking for someone who is passionate about people and extends past call and query management to understanding and managing the client experience. The successful candidate needs to have a strong knowledge of the SA asset management industry, its legislation, products and have had exposure to Retail distribution Responsibilities:Drive excellence in client serviceStay abreast of market and industry changes relating to client experienceManage multi-channel availability for clients (Facebook, Live chat, Emails, Calls) within agreed SLAManagement of Private Client service offeringManagement reporting of the functionMaintain and update Sugar CRM (includes driving enhancements, system upgrades and user testing)Outbound client campaignsComplaints managementClient feedback management (new client welcome and surveys)Lead conversionData managementControls design and managementEnsure the team's client engagement and technical knowledge is kept to a world class standardInvolved in all changes that impact on retail clientsKey contributor and initiator of client communicationManage the performance of the team (performance contracts, development plans, regular reviews and feedback)Management of the outsourced administratorAssist with the enhancement of products, systems and processesAssess the client experience and assist with the investigation, resolution and reporting of customer complaintsConduct continual analysis and assessments of training interventions to ensure effectivenessMaintain internal relationships, particularly with management within the sales, operations and marketing areasASISA working group representationEnsure the admin processes between the outsource service provider and M&G are effective, efficient and aligned to M&G's strategic client experience goalMonitor key performance indicators and trends, and work with the outsource service provider to improve processesActive participation in the service review meetingsOwnership of operational compliance functionsReview FAIS compliance of advisors and resolve issuesReview FICA status of clients and resolve issuesImplement and manage suspicious transaction reportingActive participation in the change life cycle with internal and outsource service provider project teams:Business requirementsUser acceptance testingManage M&G's WebsiteDrive client experience frameworkWriting up of specs for enhancementsUser acceptance testingBug resolution Requirements:B. Comm, Bachelor of Business Science degree, CFP, or similar qualificationA good technical understanding of unit trust portfolios and the regulations embodied in CISCAAt least 5 years management experience in client servicesLeadership skillsConflict resolution skillsStrong interpersonal skillsStrong oral and written skillsDeadline orientatedStrategic thinkingPerformance managementStrong problem solving and critical thinking skills