Care à Afrique du Sud

Our client is looking for Client Care Manager who can serves as a leader within the Client Care Team, ensuring exceptional service and support for clients. This role is responsible for managing client inquiries, resolving issues, and enhancing the overall client experience while maintaining compliance with regulatory standards set by the Capital Market Authority. The Manager will also mentor team members and drive process improvements.

KEY RESPONSIBILITIES

Key Accountabilities

1. Client Interaction Management

• Lead & manage client calls, ensuring prompt and accurate responses to inquiries and concerns.
• Facilitate clear and open lines of communication between clients and the company, ensuring that all inquiries and concerns are addressed promptly and accurately.
• Implement a structured process for managing escalated client issues, ensuring timely resolutions while maintaining a high level of client satisfaction and trust.

2. Client Accounts Management Responsibilities

• Lead collaboration efforts with Relationship Managers (RMs) to ensure accurate and timely account openings, overseeing the collection and verification of all necessary documentation.
• Enforce & establish a comprehensive checklist of required documentation for account openings, ensuring all necessary forms are completed and signed.
• Conduct thorough reviews of client documents to verify authenticity and ensure compliance with regulatory standards, including identification, proof of address, and financial disclosures.
• Maintain organized records of all client documentation, ensuring easy retrieval for audits and compliance checks, thereby upholding the integrity of client data.
• Conduct comprehensive training sessions for junior staff on documentation requirements and account opening procedures, fostering a culture of continuous improvement and compliance within the team.

3. Due Diligence and Compliance

• Supervise the efforts of Client care team and Relationship Managers (RMs) in conducting comprehensive due diligence searches in accordance with "Know Your Client" (KYC) policies, ensuring thorough and accurate client assessments.
• Provide training and support to team members on compliance standards and KYC policies, reinforcing the importance of due diligence in client account management.
• Ensure compliance with regulatory requirements and internal standards in all client interactions.
• Stay updated on regulatory changes and industry best practices to adapt documentation requirements as necessary, ensuring ongoing compliance with the Capital Market Authority.

4. Process Improvement

• Analyze current client account management processes to identify inefficiencies and areas for enhancement, ensuring optimal workflow and client satisfaction.
• Develop and implement best practices and standardized procedures for account openings and documentation, promoting consistency and efficiency within the team.
• Develop and implement best practices and standardized procedures for account openings and documentation, promoting consistency and efficiency within the team.
• Conduct training sessions for team members on updated processes and procedures, ensuring that all staff are equipped with the necessary knowledge and skills to adapt to changes effectively.
• Collaborate with other departments to streamline inter-departmental processes, enhancing overall efficiency and service delivery for clients.

5. Information Security Obligations

• Comply with the corporate information security policies & procedures relevant to the role.
• Preserve the:

o Confidentiality of information by promising that data should only be accessed by authorized people.

o Integrity of the information by safeguarding the accuracy and completeness of information and processing methods.

o Availability of information, by ensuring that users under their control have access to information and associated assets when required.

• Protect organizational assets (information, software, hardware) against compromise.
• Comply with Data Protection and Intellectual Property Rights legislation valid in KSA.

JOB SPECIFICATION

QUALIFICATION

• Bachelor’s degree in finance, Business Administration, Economics, or a related field.

CERTIFICATION

• CME-1 Certification is required.

EXPERIENCE

• Minimum of 8 years of experience in client care, customer service, or related roles, preferably within the financial services industry.
• Proven track record in managing complex client relationships and resolving issues effectively
• In-depth understanding of the regulatory landscape in Saudi Arabia, including compliance with CMA regulations.

COMPETENCIES

• Exceptional Customer Service Skills
• Strong Problem-Solving and Decision-Making Abilities.
• Excellent Communication and Interpersonal Skills.
• Attention to Detail and Quality Focus.
• Ability to Multi-task in a Fast-Paced Environment.

• Excellent command of Spoken and Written English Language.

INTERNAL & EXTERNAL COMMUNICATION

• Regular interaction with RMs, Head of Business Development, and other departments to ensure cohesive client service.

Important Note:

• The above is a partial list of duties; you may be expected to perform different tasks as necessary, suiting the business need to meet the overall business objectives.
• The KPIs will be followed post acceptance.