Corrections & Client Services Team Leader
Reporting to the Head of Operations
Purpose of the job
The business offers a niche of Transfer Agency administration services for Unit Trust, Retirement, Life and LISP products.
The primary responsibility will be to lead and manage the team’s overall operational performance and people capabilities. You will be required to manage a team responsible for the resolution of exceptions and corrections on a day-to-day basis.
The ideal candidate is a passionate and accountable team leader with a strong commitment to service excellence. The role involves managing service exceptions, understanding the reputational and financial risks of service failures, and embedding effective processes and controls to mitigate risk. Key focus areas include monitoring control effectiveness, risk mitigation and implementing sustainable improvements and controls to enhance daily operations and prevent recurring errors.
Oversight of the business's reporting function is included in this role. This role also serves as our service ambassador and represents the business in Client Review meetings as well as Trustee meetings.
The candidate will be required to manage staff, including performance management, assisting in resolving issues arising from day-to-day operations, review of staff work and ensuring processes are followed and standards are adhered to.
Main duties & responsibilities
Implementing sustainable improvements and controls to enhance daily operations and prevent recurring errors.
Continuously evaluate and improve processes to ensure effectiveness and efficiency.
Pro-actively identify and mitigate operational risks
Serves as the business representative in Client review meetings as well as Trustee meetings
Oversight of reporting function
Investigate and resolve client and internal queries efficiently and on a timely basis.
Effective and efficient in service recovery
Respond in a professional, timely and empathetic manner to both written and telephonic enquiries from internal and external clients.
Regularly engage, interact with and report to management and the clients.
Liaise with internal and external auditors.
Assist with the implementation of changes to existing products and processes as well as new products.
Ensure that the team performs according to contracted performance areas to deliver the highest level of service to stakeholders.
Maintain high levels of teamwork within the team, different departments and external parties in order to resolve client queries.
Balance own priorities while directing and motivating others.
Ongoing development of team members including training, upskilling, and performance management. Adhoc project management, reporting and other duties as needed by the Head of Operations.
Ideal experience
A minimum of 2 years’ people management experience essential.
A minimum of 5 years in Unit Trust and LISP experience.
Strong leadership experience: both people management and operationally.
Strong reconciliation, and analytical skills essential.
Knowledge of tax laws in general for Unit Trust, Retirement, Life and LISP products.
Knowledge of the applicable LISP and CIS legislative environment (specifically the FAIS Act, Pension Funds Act, Collective Investment Schemes Control Act, Long-Term Insurance Act).
At least 5 years’ experience in Unit Trust and LISP (Discretionary and Life and Retirement Products) administration.
Strong understanding of the end-to-end administration processes, including finance, trading / bulk orders and tax reporting.
Experience in error corrections – calculations, client communication, management to completion and reporting.
Process implementation.
Proven track record of driving and implementing improvements.
Competencies and ideal personality attributes
Proven leadership and coaching skills with excellent communication and interpersonal skills.
Keen attention to detail, passionate about exceptional client services, professional, with excellent stakeholder management skills.
Proactive with a sense of urgency and the ability to make quick decisions and establish priorities.
Ability to simplify complex problems and processes and be outcomes driven.
Self-motivated, learns quickly and willing to be stretched in a challenging, dynamic and exciting environment.
Able to deal with and manage difficult, demanding clients.
Facilitation and presentation skills.
Critical thinking and creative problem-solving skills.
Ability to work under pressure and meet deadlines, ensuring delivery of high-quality output (Flexibility required).
Unquestionable integrity and accountability.
Strong relationship building skills.
Software and systems knowledge
Flexcube experience (advantageous)
Finswitch (advantageous)
Digiata, modules (advantageous)
Proficient in the MS Office suite with advanced Excel skillsessential
Ideal qualifications:
Relevant Tertiary Qualification (Finance, Commerce, Investments).
** Intembeko Investment Administrators is a South African company committed to meaningful transformation. We would like to help redress the imbalances of the past and appoint suitably qualified candidates from designated groups into meaningful roles. **
Interested in the role?
Send the following details (updated CV, a certified copy of your ID and transcripts) to HumanResources@intembeko.com or call 021 541 0222 for a confidential conversation
