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Head: Investor Services

2 weeks ago

Johannesburg, South Africa Nedbank Full time

**Job Purpose**
- Drive the optimisation of the day-to-day operations in Investor Services through increased operational efficiency and improved client experience. To drive a digital culture shift, innovation and optimization of Investor Services processes through digitisation. Ensure an effective control environment and manage compliance requirements to minimise operational risk, and identify and mitigate risk by adhering to the risk framework principles and ensuring sustainable business through alignment of business structures, systems, processes and people.**Responsibilities**:

- Manage the overall objectives of the client enabling function Investor Services:

- Effective management and administration of custodial services, post trade services and Nedsettle
- Collaborate with Coverage, TS and Markets in respect to product development, RFP responses and maintaining and increasing client base
- Ensure best-in-class client experience by designing capabilities for a seamless client experience
- Track client interactions against agreed service levels through monthly key performance indicators to ensure performance efficiencies
- Drive operational efficiency in fulfilment of investor services deliverables
- Ensure an effective control environment to minimise reconciliation and settlement risk
- Track and report financial and operational performance to relevant reporting structures
- Drive and design the layout of operational practices in support of business goals, policies, tax & accounting, striving for a reduction of turnaround time
- Manage performance against targets set for regulatory compliance, risk management/risk appetite, internal audit, market conduct and other business process obligations
- Ensure containment of controllable costs and performance against relevant financial targets
- Active industry participation and leadership to positively influence projects and initiatives
- Drive a digital culture shift, innovation and optimisation of Investor Services processes through digitisation
- Ensuring seamless client experience through efficient and reliable services by prioritising high value clients, reduction in client touch points and more digital self-service capability
- Manage team effectively and efficiently across the HR value chain including recruitment, performance management, retention of critical staff, succession planning and coaching and talent management.
- Manage performance of direct reports and hold them accountable for managing the performance of their employees
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
- Preferred Qualification- Relevant Masters Degree/Masters in Business Administration- Minimum Experience Level- 11 years + experience in relevant business environment
- 15 years + in banking or financial services industry

**Technical/Professional Knowledge**
- Product Knowledge
- Relevant Regulatory Knowledge
- Client Service Management
- Leadership Acumen
- Stakeholder Management
- Governance, Risk and Controls
- Organisational Awareness
- Policy & Procedural Knowledge
- Competitor Knowledge

**Behavioural Competencies**
- Driving Execution
- Operational Decision Making
- Customer Focus
- Cross-Functional Collaboration
- Driving Innovation
- Digital Acumen
- Guiding Team Success