Retail Operations Manager

Overview

We have an exciting opportunity to join the M&G Operations team as a Retail Operations Manager. We 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.

Key Responsibilities

Retail Client Services:

• 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, Email, 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 managements
• Client feedback management (new client welcome and surveys)
• Lead conversion
• Data management
• Controls design and management
• Ensure teams 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

Management duties:

• Manage the performance of the team (Performance contracts, developments plans, regular reviews and feedback)
• Drive strategic outcomes in line with M&G strategy
• Management of our outsourced administrator
• Assist with the enhancement of products, systems and processes
• Be available to take calls directly when such demand arises
• Assess the client experience and assist with the investigation, resolution and reporting on 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
• Facilitate problem solving across departmental boundaries
• ASISA working group representation

Administration workflow and Instruction Management:

• 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 provider to improve processes.
• Active participation in the service review meetings
• Ownership of Operational Compliance functions
  • Review FAIS compliance of advisors and resolve issues
  • Review FICA status of clients and resolve issues
  • Implement and manage suspicious transaction reporting
• Active participation in the change life cycle with internal and outsource service provider project teams.
  • Business requirements
  • User acceptance testing
  • Prioritisation

System Management:

• Manage M&G’s Secure Website
  • Drive client experience framework
  • Writing up of specs for enhancements
  • User acceptance testing
  • Bug resolution

Qualifications, Skills & Experience

• A tertiary qualification – 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 Resolutions
• Empathy

Competencies & Personal Attributes

• Good interpersonal skills
• Good oral and written skills
• Deadline orientated
• Strategic Thinking
• Performance Management
• Strong problem solving and critical thinking skills