Branch Service Manager

3 days ago

Pretoria, South Africa Sanlam Full time

Who are we?
Sanlam Private Wealth crafts customised investment portfolios for high net worth private clients, charitable institutions, trusts and corporate entities.

With assets under management and administration of more than R151 billion, we offer a comprehensive and integrated suite of wealth management solutions. These include equity, retirement and offshore investment portfolios, fiduciary and tax services, an equity-backed finance offering, a global stockbroking service and derivatives trading.

At Sanlam Private Wealth, our clients are at the core of everything we do. For this reason, we employ people with passion - individuals who thrive in an entrepreneurial, high-energy environment.

Sanlam Private Wealth is part of the Sanlam Investments Group, a leading investment and wealth management business in South Africa, Sub-Saharan Africa, Australia and Europe. What will you do?

Plan, implement and manage the client on boarding and client service experience end to end within the Branch according to set standards, processes and procedures

**Manage**:
client on boarding experience to agreed timelines.
the review of mandates for completeness
non-compliance within the region to ensure that the relevant client experience is adhered to.
review process of all new client documents for completeness (FICA, mandate, fees etc.) and manage change within the branch to prevent the reoccurrence of incomplete documentation.
outstanding FICA and mandate blocked list for the branch.
re-activation of dormant accounts - FICA compliance within the branch.
Monitor all relevant administration systems for optimal client and internal reporting.
Deal with client queries and complaints within the agreed timelines, process and manner.
Work closely with Marketing to ensure successful client events, communication and updated client information.

**Leadership of the administration team within the branch**:
Leadership of the team to provide operational support to clients, Portfolio and Wealth Managers aligned to the standardised client journey.
Assist Branch Manager/s with integration of processes in the branch/es. Highlight non-compliance and provide feedback to Enterprise Architecture Team about process improvements.
Set performance objectives for the Administration team and monitor the implementation thereof.
Monitor performance and task completion [Quality, accuracy and deadlines]
Motivate employees for a high performance team and address non-performance with courageous conversations.
Manage resource allocations to service clients.
Plan ahead for future employee requirements - both from a skills and client requirement perspective.
Manage the development and change management of acceptance and usage of new and current systems.
Manage compliance processes in line with industry and SPW compliance and risk policies and procedures Review administrative processes and procedures and initiate corrective action Review daily transactions and BDA reports (AHDIM, PHDIM, SHDLS, CLVER) Supply Branch Manager and Compliance with related information (i.e. misdeal forms, futures positions etc.) Manage the Debit List (monthly) Age analysis - daily management of this process by proactively liaising with PM & WM/ Assistants & clients if needed Logging complaints on CURA Implement and management of SPW projects within the region Successful implementation of projects within the branch. Successful data clean-up and management of data. Implementation of Client Charter, SPW Vision, Employee Value Proposition and SPW Values within the region. Participation, management and implementation of the operations strategy, processes and projects. Utilise reports as provided from Business Intelligence to improve the client experience within the branch and provide management information. Continuously looking at process improvement in the branch. What will make you successful in this role? Analytical experience Change management capability Learning agility and curiosity Leadership and management style Qualification and experience Bachelor’s degree and or industry qualification Knowledge of stockbroking / private client business preferable Extensive knowledge of Tax and Offshore Banking / Investments Knowledge and skills Preferable experience in stockbroking and private client administration Knowledge and experience working on the BDA system would be a distinct advantage JSE Registered Traders exam will be advantageous An accounting/ bookkeeping background would be beneficial. Proficient in MS Office Personal qualities Ability to think through processes and implement Creative and innovative Analytical, accurate and detail-oriented Strong interpersonal skills with the ability to work in a cross-functional team Adaptable, functions well in a changing environment Highly organized with a high level of client focus Ability to perform well under pressure and show maturity, confidence and resilience Change management capability Pro-active approach to work, clients and probl

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