Client Solutions Manager

1 month ago

Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time

About the Role

We are seeking a highly skilled Client Group Solutions Manager to join our team at FirstRand Bank Limited. As a key member of our client-facing team, you will be responsible for delivering exceptional client service and support to our valued clients.

Key Responsibilities

  • Enable business to identify opportunities to expand existing business or generate new business through interacting with clients.
  • Constantly look to identify efficiency improvements by reviewing and adapting the quality of client servicing support processes and sharing such with the relevant specialist area.
  • Understand the assigned sector client needs, touchpoints, and trends to provide a world-class support service and communicate such across internal stakeholder groups.
  • Align and propose adaptions needed to business processes to deliver best practice customer experiences through consultation and collaboration with business, product, and operational stakeholders.
  • Ensure service standards are adhered to and that clients are retained through daily and ongoing communications. Communicate key themes to relevant stakeholders.
  • Ensure compliance with relevant statutory, legislative, policy, and governance requirements in the area of accountability.
  • Ensure implementation of relevant policies, governance, and practice standards across the business.
  • Maintain knowledge on relevant legislative amendments, industry best practices, and internal compliance procedures and requirements.
  • Drive client satisfaction through effective first-call resolution with the relevant specialist areas and evaluate client feedback using the information to make the necessary changes to ensure a world-class support service is provided.
  • Take responsibility for daily client service management and support the Client Group value proposition while ensuring client satisfaction and retention by exceeding service level requirements.
  • Ensure to follow through relevant tasks by monitoring and verifying the process flow till completion.
  • Ensure that relevant client information is shared to assist with more effective resolution of client requirements.
  • Provide oversight during both client onboarding and enablement, to meet and exceed the client experience.
  • Collaborate and build effective networks across the organisation to address the client needs and support in all escalated admin-related issues.
  • Manage relationships with clients, service providers, and internal stakeholders.
  • Collaborate with business partners by sharing expert knowledge and information obtained from client engagements.
  • Develop and maintain collaborative relationships with internal and external stakeholders.
  • Promote teamwork and inclusivity amongst team members and demonstrates behaviour that respect diversity.
  • Partner and collaborate with team members to achieve team success.
  • Make decisions in consultation with relevant stakeholders and recommend tailored solutions to specific problems.
  • Challenge the status quo to drive continuous improvement.

Requirements

  • Minimum Qualification: Relevant Bachelor's degree in commerce or related field.
  • Preferred Qualification: Honour's Degree in commerce or related field.
  • Minimum of 3 - 5 years' experience in a similar environment, of which 2 years ideally working at a similar level in financial service, corporate banking, global markets, or private banking.

What We Offer

  • Opportunities to network and collaborate.
  • Challenging work.
  • Opportunities to innovate.

About Us

We are a leading financial services group in South Africa, committed to delivering exceptional client service and support. We offer a dynamic and inclusive work environment, where you can grow and develop your skills and career.

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your CV and a cover letter, to us. We look forward to hearing from you.

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