Head of Retail Operations & Servicing — Omnichannel Leader

PPS Recruitment; Wes-Kaap; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

PPS Investments, part of the PPS Group, seeks a Head of Retail Operations & Servicing in South Africa. You will lead retail investment administration, servicing across omnichannel channels, and drive performance, compliance, and transformation initiatives.

Strong leadership and end-to-end ownership are essential for delivering excellent member and adviser outcomes. The role partners with Enablement & Controls, Technology and Compliance to ensure readiness, adoption and measurable improvements in

Qualifications

• 8–10 years in a similar role within the investment and asset management industry
• Bachelor’s degree in commerce, Business, Finance, Investments, Operations, Industrial Engineering or a related discipline
• Postgraduate qualification in business, operations, risk or financial services would be advantageous
• Relevant regulatory examinations or recognised financial services qualifications where applicable to the role
• Lean, Six Sigma, process-improvement, operational-risk or change-management certification would be advantageous

Responsibilities

• BAU Retail Operations & Servicing: oversee day-to-day performance, stability and effectiveness
• End-to-end journey and pod performance: lead onboarding, funding, servicing, transactions and adviser engagement
• Omnichannel servicing: manage telephone, email, portal and messaging channels
• SLA, quality, backlog & exception management: maintain service and quality standards
• Operational risk, controls & regulatory compliance: first-line owner of risk and controls
• Third-party administrator & supplier performance: manage external servicing partners
• Data, MI & performance management: ensure actionable management information for leadership
• Transformation initiatives implementation responsibility: drive modern operating model and adoption

Skills

Operational leadership

End-to-end ownership

Risk and control judgement

Data-led decision making

Systems thinking

Change leadership

Cross-functional influence

People leadership

Decisiveness

Client and adviser orientation

Education

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

Postgraduate qualification in business, operations, risk or financial services

Tools

MS Office Suite

Job description

PPS Investments, part of the PPS Group, seeks a Head of Retail Operations & Servicing in South Africa. You will lead retail investment administration, servicing across omnichannel channels, and drive performance, compliance, and transformation initiatives.

Strong leadership and end-to-end ownership are essential for delivering excellent member and adviser outcomes. The role partners with Enablement & Controls, Technology and Compliance to ensure readiness, adoption and measurable improvements in