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