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Global Investment Client Reporting Team Leader

4 months ago

Cape Town, Western Cape, South Africa Rory Mackie & Associates Full time

The Client Operations team is a client servicing team based in South Africa, Namibia, Botswana, USA, Germany and United Kingdom.

The team works closely with the strategic client relationship team in the client servicing of a designated set of clients, invested via an Investment Management Agreement or equivalent.

This is dependent on the complexity and demands of each client, to ensure that pro-active high-quality service is delivered.


The Client Reporting Team Leader works closely with the strategic client relationship team and is responsible for the daily servicing of a designated set of clients.

They are required to co-ordinate the production of all client reporting within set timeframes and provide client service support for query resolution.

The Team Leader should be the first point of contact/escalation for all top-level queries and issues, this includes managing stakeholders across the business.

They are expected to continually identify and update procedures with a view to reducing risk, increase efficiencies in process and accommodate change to client demands, or in response to industry change.


The Team Leader role requires an individual who is self-driven, analytical, organized and can manage work across the different client types and regions with a full understanding of all procedural requirements.


Responsibilities:

  • Doing and overseeing the production and distribution of reporting deliverables
  • Manage team performance with regards to key measures
  • Ensure daily control procedures are adhered too
  • Provide support and guidance to the team and facilitate teamwork
  • Participate in recruitment processes
  • Manage team and individual performance (i.e., contracting, feedback, addressing nonperformance)
  • Facilitate disciplinary and grievance procedures
  • Identify team and individual training gaps and facilitate training/solutioning
  • Operational and capacity planning (coordination of team functions, leave, etc.)
  • Identify trends and address issues proactively
  • Develop process improvement solutions
  • Manage quality of work
  • Resolve escalated client queries, issues, and complaints
  • Manage relationships with stakeholders
  • Represent in ad hoc project forums, etc.

Requirements:

  • A business or commercial degree or any related qualification
  • Minimum 3 years' related industry experience of managing and leading a team
  • Experience in dealing with both team and stakeholders based in multiple global locations
  • Previous investment client reporting experience is essential
  • Excellent business writing skills
  • Strong knowledge of transfer processes and requirements

Competencies:

  • The ability to build and maintain meaningful relationships
  • The ability to 'approach and own' and continuously look for opportunities to develop
  • High conviction and be comfortable sharing opinions/must have a voice
  • Ability to analyse, interpret and assimilate information