Client Services Manager

Job Description

The purpose of the role is as follows:

To strategically manage client relationships and oversee the delivery of client services to ensure optimal client satisfaction, operational efficiency, and regulatory compliance.

To join a team of servicing professionals, drive performance excellence, foster collaboration and implement strategic initiatives to enhance service delivery and drive business growth.

Are you someone who can do the following:

• Manage the service delivery model and provide technical guidance and leadership in the provision of the full service-delivery model.
• Contribute to the development and execution of strategies to enhance client relationships and satisfaction.
• Oversee the end-to-end client engagement and onboarding process, collaborating with internal teams to ensure a seamless process within the bounds of legislation and regulation.
• Manage the client life cycle and related events i.e., account opening, maintenance and closure, transitions, query
• management etc. while keeping in mind risk management and operational efficiency.
• Identify and implement risk mitigation strategies to minimise exposure to operational and reputational risk.
• Serve as a senior point of contact for key clients, and address complex inquiries, escalations and strategic initiatives.
• Facilitate regular communication with clients and provide updates pertaining to the relevant operations, market trends and industry developments.
• Identify opportunities for process enhancement (and automation where possible) within the client services function, driving efficiency and enhancing service quality.
• Monitor service delivery metrics and identify trends for process improvement and service enhancement.
• Remain informed of emerging technology and practices within the client services space and assess whether there is value to implement similar practices within the organisational context.
• Participate and contribute to a development culture where information regarding successes, issues, trends and ideas are actively shared.

You will be an ideal candidate if you have the following:

Qualifications/Experience

• Relevant Postgraduate Degree
• 5 - 10 years' Institutional Client and Global Markets experience.
• Comprehensive understanding of the operations within the relevant service area
• Proficiency in relevant systems and platforms employed by the Bank.
• Expert knowledge of regulations governing the relevant business area
• Familiarity with investment products and financial instruments.
• Experience driving process improvement initiatives and operational efficiencies.
• Ability to gain the respect of colleagues and industry specialists in the function.
• Tenacity and ability to inspire colleagues and nurture a co-operative and collaborative relationship with our subsidiaries.
• Ability to make effective decisions based on sound judgment.
• Ability to analyse and understand challenges/opportunities and to propose thoroughly researched solutions to overcome these challenges or exploit the opportunities.
• Ability to effectively communicate verbally, in written form and via presentations.

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

18/12/25

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.