Job Description

• This role utilises expert knowledge in the specific fields of client services / administration / product / process to resolve technical problems, usually in support of administrative queries/issues. The incumbent is individually accountable for achieving service delivery and results through own efforts. Individually accountable for managing own time, tasks and output. Pro-activeness and a willingness to take responsibility is rewarded through remuneration and career progression.

Key responsibilities will include amongst others the following:

• This role functions as a subject matter expert in a specific field of client services / administration / product / process.
• Responsible to support and enable the Portfolio Management function to grow and retain market share; to enhance the customer experience; to retain the customer.
• Deals with escalated client queries or complaints and resolves issues to completion.
• Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.
• Responsible for managing reputational risk associated with complaints.
• Resolves technical and complex problems, especially in support of administrative queries / issues.
• Applies specialist knowledge in a focused role working with relatively complex information.
• Deals with all client instructions, queries or complaints timeously and accurately.
• Responsible for all administration functions around client onboarding and client disbursements.
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.
• Facilitates problem solution across organisational boundaries.
• To render an effective and efficient administrative service to clients.
• Work closely with Compliance, Risk and Operations to ensure delivery and execution of remediation activities (AML/FATCA/CRS).
• Strict adherence to regulatory requirements (FICA, FAIS).
• Uses knowledge of products to secure an end to end finalisation of client instructions, queries or complaints.
• Makes increased contribution by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Qualifications, Skills and Experience required:

• Relevant Bachelor’s degree.
• minimum 5 years’ experience within the investment industry compulsory
• Intermediate in MS Suite (Excel, MS Word and Outlook).
• Good communication skills and are able to present ideas clearly (both written and verbal).
• Ability to work under pressure.
• A professional approach.
• Attention to detail.
• Accuracy.
• Meets deadlines.
• A team player with strong collaboration skills.
• Proactive, confident and show initiative.
• Excellent administrative, servicing, coordinating, support, relationship management and innovation skills.
• Excellent problem-solving skills.
• Good understanding of Administration systems.
• Sound Operational business knowledge.