Client Success & Service Delivery Lead

theapexgroup; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

The Apex Group in Cape Town invites applications for a Service Delivery Manager within Fund Services. You will oversee client service delivery, manage SLA-driven inquiries and reporting, and act as the operational champion for both Apex and clients.

The role requires coordinating multiple stakeholders and delivering timely, high-quality responses. You will lead a varied team to support overnight and month-end reporting, drive improvements, and ensure client satisfaction while maintaining strict

Qualifications

• Minimum of 4 years work experience in this sector.
• A relevant tertiary qualification would be advantageous.
• Knowledge of the applicable LISP and CIS legislative environment.
• Excellent communication and client services skills (written and verbal).
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage client requests and open items related to service delivery or existing SLAs through to resolution, actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including investigation and resolution with limited escalation.
• Provide first line support to clients on system-related matters and queries (Tube/Mainstream) with limited escalation.
• Investigate and resolve client, investor and internal queries efficiently and timely, including P&L calculations and incident reviews.
• Analyze, document, test and implement changes to business processes, reporting, tax certificates, and regulatory changes; identify risks and opportunities for automation.
• Monitor the delivery of investor correspondence and tax certificates to clients.
• Own Tax Services including DWT, IT3BC, FATCA CRS, SARS submissions and reconciliation.
• Ensure tasks are executed efficiently, accurately and by deadlines.
• Configure, troubleshoot and maintain application systems.
• Support onboarding and migration of new clients and manage client matters to resolution.
• Implement efficiencies through automation and synergies across products.
• Develop and foster strong operational relationships with clients and provide guidance and training as required.
• Manage incident report process through remediation and communicate findings for corrective actions.
• Produce monthly KPI client report packs and client billing.
• Maintain client SLA with guidance from operations teams.
• Participate in cross-training and knowledge sharing within the department.
• Deliver high standards of service quality in line with SLAs.

Skills

Client services

Communication

Time management

Under pressure

Education

Tertiary qualification

Job description

The Apex Group in Cape Town invites applications for a Service Delivery Manager within Fund Services. You will oversee client service delivery, manage SLA-driven inquiries and reporting, and act as the operational champion for both Apex and clients.

The role requires coordinating multiple stakeholders and delivering timely, high-quality responses. You will lead a varied team to support overnight and month-end reporting, drive improvements, and ensure client satisfaction while maintaining strict