Overview:Our client is seeking a Advisor Liaison Consultant – Team Leader who will be responsible for the servicing of the Financial Advisor Offices with any matter relating to our clients products, processes, transactions, web as well as general queries around their client's investments.
Our client advocates excellent client service and strive to be the number one service provider.
Our client promotes an innovative and entrepreneurial culture and appreciate the manifestation of these initiatives within our service offering.
Responsibilities:Workflow Management:Daily management of all relevant dashboards i.e., AWD and emailsDecision making on how and where to allocate cases for escalation and ensuring follow throughEnsuring that SLA's are met at all times and informing management where neededDetermining possible shortcomings of current dashboard and proposing changes, additions, simplificationHuman Resource Management:Manage team performance with regards to key measuresInterpret and communicate strategy to team and translates strategy into tacticsImplementation of our client service values and cultureDiversity managementFacilitates teamworkFacilitates motivated teamRecruitment interviewingPerformance management (contracting, feedback, address non-performance)Facilitation of the identification of individual and team training gaps, and the facilitation of training individual/team solutionsCoaching ("not counselling")Conflict managementFacilitation of disciplinary and grievance proceduresShort term (daily) Operational planning (coordination of team functions)Staff capacity planning e.g., leave, etc.Team performance monitoring – monitors KPI's, identifies trends, and addresses issues pro-activelyManage the quality and alignment of QA processSuccession PlanningIncoming and Outbound phone call Management:Call trackingManagement Reporting around consultantsPhone interaction performance managementClient Management:Sales Team:Set up and drive monthly meetings with sales teamDetermine suitable agenda to discuss topical matters and value add itemsConsider and review regular trend analysis from Solutionist Manager.
Includes profiling of clientsBroker Corporates (Clients):Study Top 20 client listIdentifying threats and opportunities on client side and act accordingly so that threats may be mitigated, and opportunities capitalizedBuilding a relationship with identified top advisors and manage service expectations in terms of regular check ins, phone calls and/or meetingsVendor Management:Representing Advisor Liaison at meetings with vendors in order to extract maximum value from our service providersProjects/UI Testing/New Initiatives:Form part of initial discussions around collecting of requirement, specification of requirements and impact on business teamDecision making around availing resources for developing, testing and implementationManagement of the follow through and assessment of the success or failure of the implementationIdentification of the need for new processes, present business case to Business Manager and Solutions ManagerManage the Solutionist Manger until solution is found and initiated Requirements: B. Com degree with subjects Economics and/or FinanceOr other relevant qualifications: SAIFM (South African Institute of Financial Markets AKA registered persons), CFA, CFP would be advantageous5 to 7 years' experience within the LISP industryDemonstrable management skillsManagement of Human Resources, Business Processes, Change, Manager Dashboards/Data, Capacity and Client RelationshipsLinked Products, Unit Trusts and Offshore Funds knowledge is essential or previous experience in financial services
