Client Operations Officer

SUMMARY:
The Senior Officer, Client Operations plays a vital role in supporting the delivery of efficient, high-quality service to clients throughout the onboarding process and across ongoing transactions.

POSITION INFO:

This role focuses on strengthening and embedding processes and procedures to optimise workflow, uphold service standards, and deliver an excellent client experience. The post holder will positively influence the team, contributing to the development of a multi-skilled and cross-trained function.

As a Senior Officer, you will be instrumental in delivering a client-focused operational service to clients, distribution partners, and service providers. You will take responsibility for key operational tasks, support team members with ad hoc service-related requests, and provide oversight through quality control of work and processes to ensure consistency and adherence to established standards.

Key Duties & Responsibilities:

• Deliver on Service standards as per established Service Model for the function.
• Ensure adherence processes and address/raise issues that need attention.
• Work proactively with other business functions and stakeholders.
• Ensure fees in relation to the function’s responsibilities are posted for services      rendered in a timely manner and in line with processes.
• Undertake and participate in relevant management of departmental meetings.
• Periodically review work being undertaken to check for adherence to policy and      procedures and check quality of work and sign off if requested.
• Ensure complaints, errors and omissions are dealt with as per company policy.
• Daily monitoring of progress of assigned cases.
• Dealing with assigned outstanding cases and follow up.
• Ensuring relevant record keeping on systems used for processing or managing work    are       maintained and up to date across the function.
• To assist and undertake case work as required in the function.
• Act as a signatory for the business and apply a questioning mind to all aspects of this      responsibility.
• Contribute to staff training programmes.
• Mentoring New Starters and providing practical support.
• Provide first-line escalation support to Officers and Administrators by resolving      queries, handling escalated calls, and assisting with investigations.
• Facilitated refresher training sessions for Officers, Administrators, and cross-     functional    teams.
• You will take part and actively contribute to the weekly Team Meetings.
• Assisting and stepping in on behalf of your Team leader during their absence for      meetings and team support.
• From time to time, you may be required to perform other reasonable tasks within the       scope of your role to support the business

Qualifications & Experience:

• Relevant tertiary qualification (e.g. Business Administration, Finance, Economics, or related field).
• Diploma or certification in Financial Services, Compliance, or Client Services      (advantageous)
• Strong proficiency in MS Office (particularly Excel, Word, and Outlook)
• 3–5 years’ experience in a client services or administrative role, preferably within the       financial services industry.
• Proven experience supporting client onboarding, including KYC/CDD processes and
• documentation.
• Proven experience in handling client queries and maintaining high service standards.
• Strong proficiency in working with internal systems (e.g. CRM or case management   systems such as Salesforce).

Competencies:

• Strong organisational and administrative skills.
• Ability to work as part of a team and positively influence and contribute to the team.
• Strong communication skills across phone, in-person, and video platforms, with the       ability to engage effectively with clients and colleagues.
• Ability to work with confidential and sensitive data.
• Good time management.
• Ability to work under pressure and manage multiple tasks effectively.
• Proven ability to build and maintain strong client relationships while delivering a high     standard of service.
• High level of commitment with a proactive and positive attitude.
• Demonstrates high ethical standards and a strong commitment to safety in all      aspects of work.
• Approaches work with energy, enthusiasm, and a service-oriented mindset.
• Be attentive to detail and work methodically and accurately.
• Acts with integrity and professionalism in all dealings, maintaining trust and good      faith with the Company, its clients, and suppliers.
• Maintain a professional and courteous manner when interacting with colleagues and      clients.
• Demonstrate initiative and the ability to work independently.
• Be able to work independently.
• Adopt a flexible and willing approach to working hours, supporting team and      business     needs as required.