Client Services Operations Manager Waterfall, Gauteng Permanent

**Designation**:

- Client Services Operations Manager | Waterfall, Gauteng | Permanent

**Category**:

- Administration and Operations

**Job Level**:

- Professionally qualified and experienced specialists and mid-management

**Posted by**:

- PSG Financial Services

**Posted on**:

- 26 Jun 2025

**Reference Number**:

- POS39261

**Closing date**:

- 11-Jul-2025

**Position Type**:

- Permanent

**Location**:

- Waterfall Magwa Crescent

**Overview**:
**VACANCY | CLIENT SERVICES OPERATIONS MANAGER | WATERFALL, GAUTENG | PERMANENT**
PSGs commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce. In achieving our employment equity goals, we give preference to applicants from designated groups, and we encourage people with disability to apply.

**Responsibilities**:
**Operational**:

- Management of client service team leaders and broader team while supporting the wealth business
- Active management of team service levels and maintaining daily targets
- Provide and oversee support to PSG Wealth clients and advisers on client queries, new business support and operational matters
- Capacity management of client service teams, ensure that there is adequate capacity to meet service levels
- Provide and oversee that operational daily team controls are conducted
- Serve as the key point of escalation and ensure that client needs are met while maintaining the highest standards of service quality
- Help support sales initiatives and create control functions to support processes
- Key support of the Wealth client services Target Operating Model (TOM) and service operations
- Steer the team to provide technical input as well as manage business testing
- Assist with resolving complex customer issues timely and provide effective solutions

**People**:

- Performance management of team leader to achieve team targets
- Ensure that client service team are multi-skilled for funds and securities servicing and platform operations
- Effective management of training plans and ensure that indirect and direct reports are trained adequately at all times
- Execution of the Human Resource development management strategy to build depth in the team and improve staff retention
- Ensure compliance and regulatory mandatory training is completed
- Performance management of team leader to achieve targeted KPI scores
- Encourage and drive a culture of excellent client experience through collaboration, supportive challenge and teamwork

**Governance**:

- Perform, monitor and review business unit metrics reporting for business requirements in accordance with business reporting structures
- Minimize operation risk incidents by adhering to the risk governance framework and implement effective controls
- Attend and support requirements for internal and external audits
- Participate in change meetings or release weekends to ensure that appropriate understanding, actions, testing and readiness to deliver and implement change
- Performance management of team leader to achieve team targets

**Minimum requirements**:

- BCom in Economics/Finance/Financial Management or related
- Financial Services experience
- Certificate in Financial Planning advantageous
- 4+ years Leadership/management experience
- 4+ years LISP platforms experience or similar investment administration environment
- In depth knowledge of different types of operational risks, systems and processes
- Experience in dealing or building relationships with advisers
- Extensive change management experience
- Strong understanding of risk/compliance policies and processes for a financial service business

**Competencies**:

- Client Centric
- Ability to manage others
- Attention to detail
- Resilient
- Risk conscious and problem solver
- Effective communication
- Strong Interpersonal Skills
- Deadline and results driven
- Comfortable to interact at all levels of the organisation
- Have regular accountability meetings with direct reports
- Engage with teams regularly
- Maintain positive team dynamic