Client Relationship Manager

Job Description

This role utilises expert knowledge in the specific fields of client services / administration / product / process to resolve technical problems, usually in support of administrative queries/issues. The incumbent is individually accountable for achieving service delivery and results through own efforts. Individually accountable for managing own time, tasks and output. Pro-activeness and a willingness to take responsibility is rewarded through remuneration and career progression.

Responsibilities

• This role functions as a subject matter expert in a specific field of client services / administration / product / process.
• Responsible to support and enable the Portfolio Management function to grow and retain market share; to enhance the customer experience; to retain the customer.
• Deals with escalated client queries or complaints and resolves issues to completion.
• Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.
• Responsible for managing reputational risk associated with complaints.
• Resolves technical and complex problems, especially in support of administrative queries / issues.
• Applies specialist knowledge in a focused role working with relatively complex information.
• Deals with all client instructions, queries or complaints timeously and accurately.
• Responsible for all administration functions around client onboarding and client disbursements.
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.
• Facilitates problem solution across organisational boundaries.
• To render an effective and efficient administrative service to clients.
• Work closely with Compliance, Risk and Operations to ensure delivery and execution of remediation activities (AML/FATCA/CRS).
• Strict adherence to regulatory requirements (FICA, FAIS).
• Uses knowledge of products to secure an end-to-end finalisation of client instructions, queries or complaints.
• Makes increased contribution by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Qualifications and Experience required

• Relevant Bachelor’s degree.
• Minimum 5 years’ experience within the investment industry compulsory
• Intermediate in MS Suite (Excel, MS Word and Outlook).
• Good communication skills and are able to present ideas clearly (both written and verbal).
• Highly proficient in both written and spoken Afrikaans and English; the ability to communicate professionally and effectively with clients, intermediaries and colleagues in both languages is essential.
• Ability to work under pressure.
• A professional approach.
• Attention to detail.
• Accuracy.
• Meets deadlines.
• A team player with strong collaboration skills.
• Proactive, confident and show initiative.
• Excellent administrative, servicing, coordinating, support, relationship management and innovation skills.
• Excellent problem-solving skills.
• Good understanding of Administration systems.
• Sound Operational business knowledge.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented, Collaborates, Communicates Effectively, Customer Focus, Decision Quality, Directs Work, Interpersonal Savvy, Manages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

13 July 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.