Manager - Client Relations Management

Overview OverviewManager - Client Relations Management role at PPS. A leadership role in the Life Operations team reporting to the Head Client Services. This role is responsible for employing all the available data tools and technologies to gain insights that will help businesses deliver, manage, measure, and improve client experience. A specialist leadership role whose team deals with technical and complex client queries and complaints, exception reporting and providing an excellent service offering, ensuring resolution whilst strengthening and maintaining relationships between clients / intermediaries and company is a key part of the role. To ensure that a high level of Client Services is provided to the clients and financial intermediaries that interact with PPS and understanding data analytics to extract useful or actionable information to ensure client experience gaps do not recur or are resolved efficiently. The Client Relationship Manager team will be responsible for all complaints in the form of written as well as telephonic interactions and other omni channels. ResponsibilitiesProvide client services to Clients / Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services environment.Determine client engagement and experience strategies and plans using NPS.Handle all client / intermediary queries and / or complaints (telephonic / written / face to face / social media). Ensure that the product, service and technical knowledge is sound to secure a beginning to end finalization of queries and complaints.Work across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.Evaluate problems regarding service issues and enquiries to determine their importance and urgency.Perform investigations and root cause analyses where necessary to facilitate problem resolution timeously.Responsible for ensuring that service excellence to Clients / Intermediaries remains within best business practice and standards.Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.Promotion of PPS technology offering.Remain updated and informed on legislative and industry changes, PPRs and Insurance Law.Responsible for driving continuous business improvement and visualization of end user experience across all self-service and channel interactions.Liaising with operations support to provide best client experience across all touchpoints.Technical understanding of all PPS offerings and the ability to apply that understanding to daily outputs.Benchmark our standards and performance against industry; conduct research into emerging markets and complete competitor analysis based on client experience.Work with team to support learning objectives of respective departments; to identify and support training interventions and fill gaps.Manage quality assurance, analytics and data regulatory reporting to the FSCA and for all client experience touchpoints. QualificationsBachelor's degree in sales, marketing, or related field.Business Management / Economics / Investments or similar.ExperienceA minimum of 5 years' management experience.A minimum of 2 years' experience in the Financial services Industry.5-8 years plus of working experience in a similar environment.Successful previous experience in a client services environment within financial services.Strong business sense and industry expertise.Knowledge And SkillsKnowledge of financial services industry.Knowledge on FICA / FAIS legislation requirements and TCF outcomes.Knowledge and experience in client services / contact centre environments.Systems knowledge on MS Office.In-depth knowledge of sales environment.Ability to remain calm and professional in stressful situations.Advanced communication and interpersonal skills.Excellent customer service skills.Strong conflict resolution skills.Excellent mentoring, coaching and people management skillspetenciesClient Centricitymunication skills (written and verbal). Building and maintaining relationships.Planning and organizing.Team success.Results driven.Business acumen.Analytical thinking.Duties and ResponsibilitiesService Delivery : Provide client services to Clients / Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services environment.Determine client engagement and experience strategies using NPS.Handle all client / intermediary queries and / or complaints (telephonic / written / face to face / social media). Ensure that the product, service and technical knowledge is sound to secure a beginning to end finalization of queries and complaints.Work across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.Evaluate problems regarding service issues and enquiries to determine their importance and urgency.Perform investigations and root cause analysis where necessary to facilitate problem resolution timeously.Responsible for ensuring that service excellence to Clients / Intermediaries remains within best business practice and standards.Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.Promotion of PPS technology offering.Remain updated and informed on legislative and industry changes, PPRs and Insurance Law.Responsible for driving continuous business improvement and visualization of end user experience across all self service and channel interactions.Liaising with operations support to provide best client experience across all touchpoints.Technical understanding of all PPS offerings and the ability to apply that understanding to daily outputs.Benchmark our standards and performance against industry; conduct research into emerging markets and complete competitor analysis based on client experience.Work with team to support learning objectives of respective departments; to identify and support training interventions and fill gaps.Manage quality assurance, analytics and data regulatory reporting to the FSCA and for all client experience touchpoints. Relationship Building & CommunicationCollaborate effectively across business units to achieve business results.Take up and resolve administrative and service issues that hinder good service delivery.Build and maintain relationships with internal and external clients and stakeholders.Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.Reporting & InvestigatingAnalysis and resolution of all exception reporting.Daily and monthly reporting.Verify the accuracy of reconciliations received from the Administrator Partner as well as preparing reconciliations on their own.Causal and trend analysis.Conduct forums to give feedback on trends.Identify efficiencies, recommend changes and enhancements, drive implementation and monitor success thereof.People ManagementOwn recruiting, objectives setting, coaching and performance monitoring of the Client Relations Management team.To monitor and manage work outputs.To monitor the relevant queue and allocate sufficient resources.Increase productivity of the team through innovative motivation methodology.Accountable for training and developing staff. #J-18808-Ljbffr