Service Support Enthusiast

SUMMARY:
Our client, a prominent Investment Management company in Gauteng, has an exciting job opportunity for a Service Support Enthusiast (Lisp Administrator) within a brand new team.

POSITION INFO:

Key Responsibilities:

• Process transactions to support the Adviser’s needs and the client’s instructions to achieve SLAs with end-to-end thinking using customer-centric decision making.
• Quality checking to drive consistency and continual improvement of service and process.
• Drive for first point resolution and minimize hand-offs and delays. Aim for responsive delivery to Adviser needs
• Identifying, supporting, and tracking the progress of complex cases to ensure SLAs are met.
• Take ownership of work and accountability for your actions and decision-making.
• Make good decisions within agreed parameters about issues such as exceptions and complaint handling.
• Collaborate and communicate clearly with Advisers, clients, across other teams, and upwards through management to ensure key messages and insights are understood
• Have complete mastery and confidence in the Platform operations and the processes surrounding it.
• Have exceptional product knowledge of fund administration. Provide insight to Advisers on our products and processes and adhere to compliance in line with company policies and relevant regulations. Manage risks

Minimum Qualifications Required: 

• 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 3 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
• 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.
• An understanding of platform products and operations
• 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: 

Communicating with Impact: Communicates effectively in both the written and verbal format delivering clear, succinct messages.

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 organizational 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.