Service Manager: Client Support

Introduction


Momentum Securities provides a full range of stockbroking services supported by strong management and administrative capabilities. We pride ourselves on product innovation and client service. One of our key strengths is our ability to devise solutions for your individual needs, with all our expertise at your disposal. We provide a full range of stockbroking solutions including traditional trade executions (non-discretionary/self-managed portfolio), an advisory portfolio, full-service stockbroking services and specialist research integrating both a macro and micro market view.





Role Purpose


The purpose of the Service Manager: Client services role is to provide guidance, instruction, direction, and leadership to the group of Client Services Specialists, to achieve key results. The team leader monitors the quantitative and qualitative output of the team, with a deep understanding of risk, compliance, the expectation of our regulators and the application thereof within the team.





Requirements



QUALIFICATIONS AND EXPERIENCE

Qualifications:

Business related degree

Experience:

5+ years related experience in the financial services industry
Understanding and knowledge of the interpretation and application of the various industry bodies, i.e., JSE, FSB, FIC, NRC
3-5 years Supervisory Experience
Sound knowledge of Stockbroking
Risk and Compliance Experience advantageous







Duties & Responsibilities



Engagement and management of relationships with service providers and clients


Build and maintain strong working relationships with existing institutional, internal as well as potential clients.
Guide your team to follow-up and resolve client enquiries and problems through effective interaction with clients, product specialists, operations areas, and other internal or external staff and clients in a timely and professional manner in order to resolve queries and requests for information.
Engage in systems design and implementation to ensure quality service is delivered.
Provide training and mentoring by making active daily contributions to help achieve team goals, targets, and successes.
Ensure that existing projects are optimally and efficiently conducted from the Client Service perspective to support the overall Momentum Securities Client Support team, working together to create a combined centre of excellence.
Participate and contribute to a culture of identifying and recommending improvements and changes that will facilitate and improve the client service experience, enhance cost effectiveness, increase operational efficiency, and reduce any risks or threats.
Ensure that the organization's strategic objectives are communicated and translated on system design.
Offer support to Portfolio Managers and Stockbrokers alike, across all local and international platforms and associated product offerings.

Management and monitoring of international offering

Efficiently managed cash inflows and outflows to and from various offshore custodial providers, ensuring accurate and timely transactions.
Successfully balanced and reconciled data on the fee account with various offshore custodial providers, maintaining financial accuracy.
Effectively oversaw the inflow and outflow of portfolios to and from various offshore custodial providers, ensuring smooth transitions.
Ensured timely communication and election of offshore corporate action activities, maintaining compliance and operational efficiency.
Oversee the management fee run on the offshore platform, ensuring accurate fee calculations and collections.
Maintained secure and reliable offshore system access, supporting operational integrity and data security.
Oversight over the full service-offering, providing insight and assistance to clients and team members.
Deliver meaningful and relevant reporting on operations and client services functions, highlight insights, trends, root causes, how it can be prevented in future, etc., and report on agreed intervals.
Ensure that continuous capacity reviews take place and raise 'red flags' in time for proper capacity planning into the future.

Trade Support

Working Closely with Settlement officer to ensure that we adhere to the JSE settlement rules

Supporting daily trade allocations and adjustment where required
Assisting with the maintenance of data integrity and mapping of accounts on an automatic trade allocation system



People Management

Direct daily activities within the team to meet business efficiency and execution goals
Proactively lead and shape new initiatives to meet organizational goals.
Keep abreast of economic trends and developments within MMI's investment environment
Identify opportunities to continuously enhance and improve client engagement
Continuous identification and implementation of best practice process and policies to guide the team and inform service improvements.
Ensures that there is enough staff in place to meet the fluctuating demands of clients by effectively interpreting call volumes, ad hoc projects, and month end activities
Assists with client escalations, complaints, and queries.
Actively improve your and your teams' performance, and drive personal development, including continuously improving knowledge and skills for personal growth and development.
Continuously develop own and teams' expertise in terms of professional, industry, risk, compliance, and legislative knowledge.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional consistent client service.
Promote the Securities' GRIT values and inspire the team.
Proactively and positively manage internal and external expectations through periods of change.
Promote our Strategic Objectives and Goals: Quality and Experience

Escalations, complaints, errors, client feedback

Take high-level responsibility for managing both reputational and financial risk, because of processing instructions as well as interactions, with both internal and external clients.
Oversee the management and resolution of escalated client complaints/enquiries received through various channels and platforms.
Drive the complaints management approach - review and track report prepared, recorded, and monitored by yourself on client escalated enquiries, complaints, client feedback processes and error corrections, and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes, and report on agreed intervals.
Coach, guide and offer advice to the team to ensure that all complaints are acknowledged and responded to within agreed SLAs, and/or escalated when required.

Processes, procedures, systems, efficiencies, cost effectiveness

Guide the team to actively look for opportunities to enhance operational efficiencies to improve service delivery and quality, as well as to decrease cost, and pursue them. Inspire the Service Managers and their teams to proactively contribute ideas for continuous improvement.
Ensure that you always evaluate the operational processes for quality, effectiveness, and service experience, and propose adjustments as required.
Develop standard operating procedures in order to implement the optimal processes and procedures (effective, efficient and high-quality output). Ensure that it is kept relevant and up to date.
Manage financial and other company resources under your control with due respect.

Risk Management

Ensure that you pro-actively identify, evaluate, report and manage the risks in your area of responsibility by reviewing functions, processes, procedures, systems etc., ensuring that adequate controls are in place to mitigate risk.
Review the control environment and culture to ensure that current controls are effective and efficient.
Ensure that you implement and monitor the application of good governance and treat customers fairly (TCF) principles, as well as legislative compliance within the client service teams.
Taking high-level responsibility for the teams internal and external audit as well as compliance reports – ensuring that the Service Managers provide feedback promptly, and that any system/process/procedure/etc. is amended or improved to prevent repetition of failure or risk in the future.







Competencies


Checking things : Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
Examining information : Analyses and processes information; asks probing questions; strives to find solutions to problems.
Following procedures : Conforms and adheres to rules; closely follows instructions and procedures; minimises risks by sticking to processes.
Managing tasks : Manages tasks by being organised and methodical; plans activities systematically; sets priorities for tasks.
Taking action : Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.
Upholding standards : Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
Conveying self confidence : Is self-assured and projects inner confidence; is confident and determines own future; values own contributions.
Deciding and Initiating Action: Makes prompt, clear decisions, which may involve tough choices or considered risks. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence, and works under own direction. Initiates and generates activity.
Delivering results and meeting customer expectations: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical, and orderly way. Consistently achieves project goals.
Persuading and Influencing: Makes a strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others. Manages conflict. Makes effective use of political processes to influence and persuade others.
Directing people: Is comfortable leading people; coordinates and directs groups; seeks to control things.


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