- Drive excellence in client service
- Stay abreast of market and industry changes relating to client experience
- Manage multi-channel availability for clients (Facebook, Live chat, Emails, Calls) within agreed SLA
- Management of Private Client service offering
- Management reporting of the function
- Maintain and update Sugar CRM (includes driving enhancements, system upgrades and user testing)
- Outbound client campaigns
- Complaints management
- Client feedback management (new client welcome and surveys)
- Lead conversion
- Data management
- Controls design and management
- Ensure the team's client engagement and technical knowledge is kept to a world class standard
- Involved in all changes that impact on retail clients
- Key contributor and initiator of client communication
- Manage the performance of the team (performance contracts, development plans, regular reviews and feedback)
- Management of the outsourced administrator
- Assist with the enhancement of products, systems and processes
- Assess the client experience and assist with the investigation, resolution and reporting of customer complaints
- Conduct continual analysis and assessments of training interventions to ensure effectiveness
- Maintain internal relationships, particularly with management within the sales, operations and marketing areas
- ASISA working group representation
- Ensure the admin processes between the outsource service provider and M&G are effective, efficient and aligned to M&G's strategic client experience goal
- Monitor key performance indicators and trends, and work with the outsource service provider to improve processes
- Active participation in the service review meetings
- Review FAIS compliance of advisors and resolve issues
- Review FICA status of clients and resolve issues
- Implement and manage suspicious transaction reporting
- Business requirements
- User acceptance testing
- Drive client experience framework
- Writing up of specs for enhancements
- User acceptance testing
- Bug resolution
- B. Comm, Bachelor of Business Science degree, CFP, or similar qualification
- A good technical understanding of unit trust portfolios and the regulations embodied in CISCA
- At least 5 years management experience in client services
- Leadership skills
- Conflict resolution skills
- Strong interpersonal skills
- Strong oral and written skills
- Deadline orientated
- Strategic thinking
- Performance management
- Strong problem solving and critical thinking skills
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Operations Manager
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Operations Manager
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Future Careers Cape Town, South Africa· • Influence and provide input to the development of the Business Unit's (BU's) 1 year operating plan, budget and scorecard and ensure delivery thereof · • Ensure effective utilisation of the resources to deliver cost effective availability · • Drive operational excellence thro ...
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Operational Manager
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Operations Manager
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Hire Resolve Cape Town, South Africa Full timeHire Resolve is currently seeking an experienced Operations Manager in the Logistics industry to join our client's team. As the Operations Manager, you will be responsible for overseeing and managing all aspects of the logistics operations for our clients. This includes planning ...
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Operations Manager
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Operations Manager
Found in: Talent ZA C2 - 6 days ago
WNS Global Services Cape Town, South AfricaJob Description · You will be fully responsible to manage the end to end Operations for our new Retail Client. · Your duties will include, but not be limited to the following: · • Achieve and exceed all client KPI's and manage the day to day relationship with the client. · • Achi ...
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Operations Manager
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Recruitment Solutions CapeTown, South AfricaThe Operations Manager is a senior role that involves overseeing the provision of the transport services of the company. It is your job to make sure the organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of cu ...
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Operations Manager
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Telebest Cape Town, South Africa Full timeEducation and Preferred Experience: · Possess a minimum of 2-3 years of remarkable experience in BPO operations, showcasing exceptional expertise in call center management. · Possess financial sector experience. · Demonstrate an in-depth understanding of BPO/contact center operat ...
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Operations Manager
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Neo Group Cape Town, South Africa Full timeCome on board with Neo Group Here's your chance to stir things up in the iGaming scene with us. We're not just expanding; we're revolutionizing the entire game, mastering profitability with every new venture. But you know what truly fuels our drive? It's people like you. Join us ...
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Operations Manager
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Solarquest Cape Town, South Africa ContractCompany Overview: We are a growing solar installation business based in Cape Town, dedicated to providing environmentally sustainable energy solutions for residential clients. Our mission is to enable our clients to harness the power of the sun and contribute to a greener future ...
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Operations Manager
Found in: Talent ZA C2 - 5 days ago
RPO Recruitment Cape Town, South Africa Full timeAre you an experienced Operations Manager with a passion for logistics? Look no further RPO Recruitment is currently seeking a friendly Operations Manager to join our client's team in Cape Town. · As the Operations Manager, you will play a crucial role in overseeing and coordina ...
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Operations Manager
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Tower Group Cape Town, South Africa Full timeOur client based in Bellville, is seeking an Operations Manager that would be responsible for overseeing the day-to-day operations of the site in support of the facilities management business unit. · The successful candidate responsibilities: · Possess knowledge of theory and sy ...
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Operations Manager
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The Key Recruitment Group Cape Town, South Africa Full timeOur client in the education industry is looking to hire an Operations Manager to develop and implement the companies' operational strategies across their numerous sites/centers. Their commitment is to provide high-quality, nurturing, and enriching learning environments where chil ...
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Operations Manager
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WNS Global Services Cape Town, South AfricaJob Description · An exciting opportunity for a Group Manager – Operations Night Shift has just become available in our US Insurance Campaign. We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Team L ...
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Operations Manager
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Operations Manager
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Operations Manager
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Operations Manager/ Branch Manager
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Security Operations Manager
Found in: Talent ZA C2 - 17 hours ago
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Operations Manager(Remedy)
Found in: Whatjobs IN C2 - 5 hours ago
Blue Pearl PTY LTD Cape Town, South AfricaJob Description · As an Operations Manager specializing in Remedy, you will play a critical role in overseeing and optimizing the Remedy system's operational efficiency and effectiveness. You will be responsible for managing day-to-day operations, troubleshooting issues, implemen ...
Retail Investments Operations Manager - Cape Town, South Africa - Rory Mackie & Associates
Description
Overview:
Our client, a global asset manager, is seeking to appoint a Retail Operations Manager. They are looking for someone who is passionate about people and extends past call and query management to understanding and managing the client experience. The successful candidate needs to have a strong knowledge of the SA asset management industry, its legislation, products and have had exposure to Retail distribution
Responsibilities:
Ownership of operational compliance functions
Active participation in the change life cycle with internal and outsource service provider project teams:
Manage M&G's Website
Requirements: