Service Delivery Manager

SUMMARY:
Our client, a prominent Investment Management company in Gauteng, has an exciting job opportunity for a Service Delivery Manager within a brand new team.

POSITION INFO:

Key Responsibilities:

• Manage the flow of work across the team of Key Account Managers and Service Support Teams in responsive delivery to achieve SLAs with customer-centric thinking
• Quality checking across team members with an effective feedback and development loop to drive consistency and continual improvement of service and process.
• Create and maintain a culture of accountability and customer-centric delivery, putting the adviser at the heart of everything we do
• Be the first point contact for escalation for issues/complaints. Collaborate with advisers to resolve.
• Identifying, supporting, and tracking the progress of complex cases to ensure SLAs are met.
• Lead team members to understand the vision, achieve their goals, and be accountable for their actions and decision making.
• Performance management of team members.
• Resource capacity planning and management.
• Make good decisions within agreed parameters about issues such as exceptions, compensation payments, and complaint handling.
• Communicate clearly and succinctly to your team, across other teams, and upwards through management to ensure key messages and insights are understood.
• Use management information to identify where improvements can be made and drive relevant improvement implementation.
• Train new team members in the knowledge of products, processes, and systems.
• Manage risks and adhere to compliance in line with regulations and company policies.
• Own and manage the team budget
• Maintain business processes ensuring maximum efficiency and cost-effectiveness
• Support the sales force to provide effective assistance to advisers.

Minimum Qualifications Requirements

• Relevant Commerce degree in Finance, Economics, Statistics, Investment Management, or Business Management.
• Excellent verbal and written communication skills.
• Higher grade Maths (or equivalent) passed with a B average.
• Multilingual (Advantageous).

Experience: 

• At least 8 years experience in a Financial Adviser firm, Financial Services Customer Service, or an Investment Platform business.
• Experience in delivering exceptional customer service.
• Experience in solving complex problems for customers (internal or external).
• Experience in building successful relationships and working collaboratively across departmental teams.
• Experience in working in fast-paced, proactive, and delivery-focused environments.

Knowledge Required: 

A successful candidate will show:

• A deep understanding of investment and life products (to subject matter expert level) in order to talk about investments confidently.
• An understanding of financial services regulation as it relates to investment platform providers.
• An in-depth understanding of providing solutions and experiences which delights financial advisers.
• A clear understanding of how an adviser’s business works.
• A clear understanding of the competitive landscape for our platform.
• A strong understanding of change management processes.
• A broad enterprise-wide view of the end-to-end business and a relevant degree of appreciation for strategy, processes, and capability, enabling technologies and governance.
• A passion for continual growth and self-development.

Competencies: 

Prompt, suitable, and personalised service to customers that meets their needs. Take personal accountability for delivery.

Driving for Excellence: Approaches work in an orderly and systematic manner to ensure the achievement of high-quality customer service.

Analytical Thinking: Understands a situation or problem by breaking it into smaller pieces and tracing the implications of a situation in a step-by-step way.

Entrepreneurial and Commercial Thinking: Understands the economic environment and is able to make well-informed business decisions.

People Skills: The ability to influence a wide range of diverse individuals and groups positively.

Resilience: Responds to stressful situations in a calm and proactive manner and keeps self and team focused on balancing personal energy with the business results.

Teamwork and Cooperation: Cooperates with others to accomplish common goals.

Persuading and Influencing: The capacity to persuade, convince and influence others for the purpose of achieving desired results.

Leading Change: Continually seeks and encourages others to see opportunities for new and innovative approaches to solving organisational problems.

Trust and Integrity: Shows sincerity, honesty, and consistency in words and actions.

NB! This job is now closed. You can apply for other jobs by uploading your CV.