Asset management Client Services SME

Asset management Client Services SME

Details
Location: Cape Town, ZA
Date: 10-Nov-2022

Location: Cape Town

V & A Waterfront, Clock Tower

About Nedgroup Investments

Nedgroup Investments is an award-winning global investment business with a growing presence in Europe. Nedgroup Investments offers a wide range of investment solutions for retail and institutional investors. Nedgroup Investments is a division of Nedbank Group Ltd, leveraging the investment and financial expertise of one of South Africa’s largest financial services groups. The Nedgroup Investments Best of Breed™ philosophy sees us partner with select fund managers who we believe are able to provide consistent long-term outperformance for our clients. These fund managers are experts in their field of specialisation and we tend to partner with them for long periods of time giving them sufficient opportunity to deliver on their mandate objectives. We obsess about long-term performance and our top priority is to deliver a superior investment experience for our clients.

Career Stream

CALL CENTRE (Service)

Job Purpose

The subject matter expert (SME) provides the knowledge and expertise for business rules, process and product rules within Client Services. Part of the role includes working closely and supporting Client Services Managers and specialist consultants.

Job Responsibilities

• Ensure all business processes and rules are clearly defined, documented and reviewed regularly.
• Understand the complete end to end processes, how they fit together and the implications of a break in the process
• Provide recommendations for procedural improvements.
• Ensure that terms/jargon is simplified, understood and well communicated to the team
• Serve as a credible client service resource to the team and business where business processes, product and business rules are concerned
• Build strong relationships with various people in the business and with external stakeholders in order to document / develop processes
• Continuously assess processes, procedures and business rules to identify areas for improvement
• Problem solve process failures through route cause analysis, solution engineering and implementation
• Initiate and implement change processes across the department to improve quality and client experience
• Benchmark our service levels and client experience against industry standards
• Documenting in process mapping tool
• Manage business rules repository
• Ad-hoc project testing

Essential Qualifications – NQF Level

Preferred Qualification and Experience

• 5 to 7 years Client Services experience in an Asset Management environment
• 3 to 5 years Business Process and Product rules expert experience in a Client Services environment
• Understanding and knowledge of financial services/investment industry and products(Units trust, TFI and Retirement products advantageous)
• Experience in an Asset Manager / Collective investment schemes

Technical / Professional Knowledge

Behavioural Competencies