Global Investment Client Reporting Team Leader

5 months ago

Cape Town, 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 non-performance)
- 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

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