Job Details Fiduciary ServicesJob PurposeTo drive and influence strategy, manage and co-ordinate the effectiveness of the operations as well as the establishment centre of excellence client service operating model, to ensure superior service is delivered to our clients, internal and external to meet and challenge industry standards and norms. To enable staff to an extent that they are able to resolve customer demands. Build Frontline capability to improve their Capability of Response. In addition, through Root Cause Analysis, use data to improve and optimise current processes and influence personalisation and digitisation.Key Responsibilities/AccountabilitiesDeliver embedded client services, through sense and enable capabilities.Apply the STL vision, values and purpose into actionable objectives and tactics thereby influencing the outcome of internal & external service measurements of our client experience.Manage the client service department effectively – ensuring a consistent and high level of service is provided to both internal and external customers.Identify possible solutions for service, system and process improvement within the STL , across our product offering.Maintain a customer-focussed environment that is well managed and measured to create the most efficiency for the customer.Drive down resolution times and customer complaints through effective complaint resolution – according to laid down Customer Courtesy Call Resolution standards (reduction in re-opened complaints & improved customer satisfaction results).Drive down the number of hand-off across the value chain, for all our productsDrive automation to eliminate queries & provide possible solutions for service, system and process improvement within STL.Understand & ensure the team understand the risks associated with dealing with customers, customer demands and the dissemination of confidential information.Retain a high level of integrity and ethical standards.
Responsibilities + Skills
5 - 7 years Branch and/or Operations experience within Financial Services coupled with Relationship and ComplaintsManagement.Minimum 2 years Team Management / Leadership experience2 - 3 years demonstrated knowledge and understanding of risk management methodologies, tools, governance structures and regulatory requirements for good management of risk (advantageous)