Head of Retail Operations & Client Experience

PPS Recruitment; Cape Town; On-site; ZAR 1,200,000 - 1,700,000; Full time

Job summary

PPS Investments, part of the PPS Group, seeks a Head of Retail Operations & Servicing to lead a wide-ranging retail investment administration and servicing function. You will oversee omnichannel servicing, ensure risk controls and compliance, and drive improvements across processes and data-enabled decision making.

The role combines operational leadership with transformation delivery, working with Technology, Compliance and Programme leaders to deliver scalable outcomes for members and advisers.

Qualifications

• 8–10 years in a similar role within the investment and asset management industry.
• Postgraduate qualification would be advantageous.

Responsibilities

• Oversee day-to-day performance and stability of Retail Operations & Servicing.
• Lead end-to-end journey pods and omnichannel servicing across channels.
• Ensure service standards, compliance, risk controls and backlog management.
• Drive transformation initiatives to modernise operations and enable scalable delivery.
• Collaborate with Enablement, Controls, Tech and Compliance teams to ensure readiness and adoption.
• Provide MI and performance data to executives and governance bodies.
• Own operational risk and ensure regulatory compliance across critical journeys.
• Manage relationships with outsourced administrators and servicing partners.

Skills

Operational leadership

End-to-end ownership

Data-led decision making

Systems thinking

Change leadership

People leadership

Risk and control judgement

Education

Bachelor’s degree in commerce/Business/Finance/Investments/Operations/Industrial Engineering

Postgraduate qualification in business/operations/risk/finance (advantageous)

Regulatory examinations or financial services qualifications (where applicable)

Tools

MS Office Suite

Job description

PPS Investments, part of the PPS Group, seeks a Head of Retail Operations & Servicing to lead a wide-ranging retail investment administration and servicing function. You will oversee omnichannel servicing, ensure risk controls and compliance, and drive improvements across processes and data-enabled decision making.

The role combines operational leadership with transformation delivery, working with Technology, Compliance and Programme leaders to deliver scalable outcomes for members and advisers.