Client Experience Lead — Payments & Services

Indsafri India Private Limited; South Africa; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading financial services firm in South Africa is seeking a Customer Experience professional to serve as the primary interface between the organization and clients. This role requires strong analytical skills and the ability to resolve client queries across various services including Payments and Investor Services. The ideal candidate should have experience ranging from 4 to over 7 years, depending on the level, with proven problem-solving and leadership skills, ensuring positive client interactions and driving continuous service improvements.

Qualifications

• 4–7 years of experience in Payments, Investor Services, Trade, Pricing & Billing, or Liquidity Management.
• Strong problem-solving skills and ability to handle queries independently.
• Broad expertise across multiple areas for senior roles.

Responsibilities

• Serve as a point of contact for client inquiries.
• Investigate and resolve client issues efficiently.
• Collaborate with internal teams to address process gaps.
• Support client onboarding and transaction processing.
• Monitor client interactions and ensure service level adherence.
• Identify recurring issues and recommend enhancements.
• Mentor junior staff and support training initiatives.

Skills

Analytical skills

Problem-solving skills

CRM systems familiarity

Leadership capabilities

Job description

A leading financial services firm in South Africa is seeking a Customer Experience professional to serve as the primary interface between the organization and clients. This role requires strong analytical skills and the ability to resolve client queries across various services including Payments and Investor Services. The ideal candidate should have experience ranging from 4 to over 7 years, depending on the level, with proven problem-solving and leadership skills, ensuring positive client interactions and driving continuous service improvements.