Centralised Proposition and Operations Assistant (Contract)

Headhunters; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Headhunters in Gauteng is seeking a Client Services Administrator to support a panel of financial planners with centralised proposition services. You will act as first point of contact for client queries and ensure timely, accurate responses.

You will maintain client records in NAV and CRM, prepare engagement documentation, and coordinate with product providers. A client‑centred approach and compliance with FAIS and AML requirements are essential.

Qualifications

• Matric is essential.
• 2-3 years’ experience in financial services industry preferred.
• Relevant tertiary education courses are advantageous.

Responsibilities

• Serve as first contact for client queries via email, phone, or internal systems.
• Provide prompt, professional responses to client and financial planner requests.
• Maintain relationships with financial planners, clients, and product providers.
• Ensure interactions align with client service standards and brand expectations.
• Use internal templates for client correspondence.
• Adhere to Treating Customers Fairly principles.
• Scrutinise client data to identify opportunities for the financial planner.
• Prepare documentation for engagements between the financial planner and the client.
• Keep NAV and CRM data up-to-date and accurate.

Skills

Client service

Communication

Attention to detail

CRM systems

Regulatory compliance

Education

Matric

Tertiary courses advantageous

Tools

Xplan

NAV (Internal system)

CRM systems

Astute

Job description

Requirements

• Matric (essential).
• 2-3 years’ experience in financial services industry preferred.
• Relevant tertiary education courses are advantageous.

Responsibilities but not limited to

Client Service and Communication

• Implementation of the centralised proposition service to a panel of financial planners.
• Act as a first point of contact for client queries (email, phone, or internal systems).
• Provide prompt, professional, and accurate responses to client and financial planner requests.
• Maintain strong relationships with financial planners, clients, and external product providers.
• Develop and maintain strong relationships with endorsed third party product providers.
• Ensure all interactions align with client service standards and brand expectations.
• Utilise the internal communication templates / framework for all correspondence sent to clients.
• Adhere to the culture and principles of Treating Customers Fairly.

Administrative and Operational Support

• Scrutinise client data to identify opportunities for the financial planner to present to the client.
• Prepare accurate and complete documentation required for the engagement between the financial planner and the client.
• This includes financial planning meetings, reviews or any other engagement identified as part of the Centralised Proposition service level agreement.
• Preparation of client portfolio’s using Astute or product provider information.
• Ensure Xplan information is up-to-date and always maintained (including client demographics and financial information).
• Process new business applications, policy amendments, and service requests timeously and accurately.
• Manage new business applications, and any other instruction submitted to the product providers to ensure they are completed accurately and within agreed timeframes.
• Ensure that the expected revenue is received and allocated / processed in line with internal business processes.
• Maintain up-to-date and accurate client records on CRM systems (including data / information and evidentiary documents where relevant).
• Track and follow up on outstanding requirements to ensure timely completion.

Workflow

• Manage assigned work items within agreed service level agreements (SLAs).
• Prioritise workload effectively to meet deadlines and service expectations.
• Escalate complex or high-risk cases to senior team members when required.
• Provide ongoing feedback to the financial planner/s where needed.
• Concise, clear communication is essential.
• Ensure all documentation / evidence and instructions are recorded on the internal CRM system to ensure standardised and continuous service is provided to all financial planners and clients alike.

Provider and Stakeholder Relationship

• Liaise with product providers (e.g., insurers, investment platforms) to obtain information, updates, or confirmations.
• Follow up on outstanding information such as medicals, underwriting decisions, or investment details.
• Coordinate between internal teams (financial planners, central team and management).

Compliance and Risk Management

• Ensure all work adheres to regulatory requirements (e.g. FAIS, AML and any other relevant legislative requirements).
• Maintain strict confidentiality of client information at all times.
• Identify and flag any potential compliance risks or irregularities.
• Follow internal processes, policies, and quality standards at all times.

Systems

• Full awareness and understanding of information available on NAV (Internal system) to support the financial planner.
• Full understanding of CRM and associated processes to provide guidance to the financial planner.

Continuous Improvement

• Contribute to improving Service Hub processes and efficiencies.
• Identify recurring issues and suggest solutions.
• Participate in training and development to enhance technical knowledge.

Please note: If you do not receive a response within 2 weeks of submitting your application, please consider your application unsuccessful.