Client Relationship Manager – Become Client Service Team lead, leading a high-performance CRM’s[...]

Acuity Consultants; Wes-Kaap; On-site; ZAR 720,000 - 760,000; Full time

Job summary

A leading financial services provider in Cape Town is seeking a Client Services Team Lead to manage a high-performing Client Service team. This role involves driving service excellence, ensuring operational efficiencies, and enhancing client satisfaction. Ideal candidates should have 3-5 years of client servicing experience and at least 12 months of leadership experience. A competitive salary between R720K – R760K per annum is offered.

Qualifications

• 3-5 years' experience in Client Servicing.
• At least 12 months of leadership experience.
• Experience in Financial Services preferred.

Responsibilities

• Lead and mentor a team of CRMs for service excellence.
• Monitor CRM interactions to align with service standards.
• Drive client satisfaction and oversee daily operations.
• Manage escalations and performance appraisals.

Skills

Client servicing experience

Leadership skills

Advanced Excel

Coaching and mentoring

Conflict resolution

Strategic thinking

Job description

This is an excellent opportunity for a client relationship manager to become a client service team lead to drive service excellence, manage operational efficiencies, and lead a high-performance Client Service team for a top South African Asset Manager

Based in Cape Town this client service team lead position is paying between R720K – R760K per annum

THE COMPANY

A specialist, technology-driven financial services group providing multi-management, index-tracking, and administration solutions for both institutional and retail clients. Focused on investment management, savings, and retirement products, they leverage innovation to streamline financial service delivery. With a client-centric approach, they continuously enhance efficiency and transparency in investment processes, offering reliable growth solutions for businesses, institutions, and individuals.

THE ROLE

As the Client Services Team Lead, you will manage and develop a high-performing team of Client Relationship Managers (CRMs), ensuring exceptional service delivery and operational efficiencies.

You will drive client satisfaction, oversee daily operations, and implement service improvements, ensuring seamless execution of client interactions. The role requires strong leadership, coaching, and process optimisation skills, as well as the ability to navigate escalations and risk controls in a dynamic financial services environment.

• Lead & mentor a team of CRMs, ensuring service excellence and operational efficiency.
• Monitor & evaluate CRM interactions (calls/emails) to align with service standards.
• Identify training needs, implement knowledge assessments, and drive team development.
• Enhance operational processes and optimise CRM systems for improved efficiency.
• Manage escalations, client satisfaction metrics, and performance appraisals.
• Collaborate with Retail Team Leaders to improve overall Retail operations.
• Drive a culture of excellence, fostering a high-energy, client-focused team.

REQUIRED SKILLS & EXPERIENCE

3-5 years' experience in Client Servicing, with at least 12 months of leadership experience.

Experience in Financial Services, preferably within LISP, Collective Investment Schemes, Retirement Funds, or ETFs.

Advanced Excel skills are a plus.

Strong coaching, mentoring, and leadership capabilities.

A proven ability to resolve escalations and manage team performance.

Resilient, confident, and strategic – able to navigate high-pressure situations effectively.