Purpose of the Role:
The role will transfer specialist product information, system skills, in-depth process knowledge and client centric principles. A focus on continuous improvement of processes and systems to deliver a great client experience. The incumbent will deal with technical and complex client queries and/or complaints providing an excellent service offering. A close relationship with learning and development to support interdepartmental and wider organizational goals.
Duties and Responsibilities:
- Provide expert technical information and advice to Operations and Client Services staff
- Regularly assess each team members performance against set standards and agreed assessments as per agreement with management. Provide regular reports including written feedback to Team Leaders on individual performances, trends and proposal for development areas
- Identify individual developmental needs and Provide input and make recommendations for areas of improvement to Team Leaders
- Work with learning and development and Team Leaders to support learning objectives of respective departments; to identify and support training interventions and fill learning gaps
- Support active learning plan for onboarding of new employees and constant learning for all employees through coaching and other interventions
- Process owner and responsible for documenting processes to enable Learning & Development to compile learning material, sign off all Business Processes before implementation
- Business process custodian, regularly review, update and ensure saved and easily available for teams
- Be the business process and product knowledge expert
- Continuously assess processes, procedures and business rules to identify areas for improvement
- Manage change regarding new products, compliance and regulations, rulings etc.
- Drive effective use of all relevant systems
Qualifications:
- Relevant tertiary qualification; BCom degree or similar
- An understanding of learning and development methodologies will be an advantage
Skills/Competencies and experience:
- Proven track record of building outstanding relationships testified by references
- Proven track record of excellent communication skills applied with coaching and feedback sessions
- At least 3-4 years’ experience in an Investments/ LISP/ Asset Management environment with thorough knowledge and understanding of the products
- Experience within a coaching and support role would be an advantage
- Proficient in MS Office
Key Competencies:
- Client focus and service excellence
- Excellent verbal and written communication skills
- Relationship building skills with the ability to build trusting relationships
- Strong Influencing and negotiation skills
- Initiating action and take ownership of responsibilities
- Team Orientation
- Coaching and listening skills
- Passionate, ambitious and energetic
Employment Equity:
- Preference will be given to applicants from designated groups