Manager - Client Relations Management

PPS; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading financial services company is seeking a Manager for Client Relations Management in Johannesburg. This role involves delivering exceptional client services, developing engagement strategies, and managing a team to enhance client experiences. Candidates should have significant management experience in financial services, strong business acumen, and the ability to drive continuous improvement.

Qualifications

• Minimum of 5 years' management experience in a related field.
• At least 2 years in the Financial Services industry.
• Strong industry knowledge and proven success in client services.

Responsibilities

• Provide client services and develop client engagement strategies.
• Collaborate across departments to enhance client experience.
• Oversee recruitment and performance management of the client relations team.

Skills

Client Services

Business Acumen

Relationship Building

Process Improvement

Team Leadership

Education

Bachelor's degree in sales, marketing, or related field

Business Management / Economics / Investments or similar

Job description

Job Title: Manager - Client Relations Management

Location: Gauteng, Johannesburg | Deadline: August 11, 2025

Education:

• Bachelor's degree in sales, marketing, or related field
• Business Management / Economics / Investments or similar

Experience:

• Minimum of 5 years' management experience
• At least 2 years in the Financial Services industry
• 5-8 years of relevant work experience in similar environments
• Proven success in client services within financial services
• Strong industry knowledge and business acumen

Duties and Responsibilities

Service Delivery

• Provide client services to clients, intermediaries, and distribution channels within the financial services sector
• Develop client engagement and experience strategies using NPS
• Handle client and intermediary queries and complaints via multiple channels
• Ensure comprehensive product, service, and technical knowledge for query resolution
• Collaborate across departments to improve client experience
• Assess and prioritize service issues and inquiries
• Conduct investigations and root cause analyses for timely resolution
• Maintain service excellence and compliance with standards and regulations
• Promote PPS technology offerings
• Stay informed on legislative and industry changes
• Drive continuous improvement in client experience and self-service platforms
• Coordinate with operations to enhance client interactions
• Apply technical understanding of PPS offerings to daily tasks
• Benchmark against industry standards and analyze competitors
• Support departmental learning and training initiatives
• Manage quality assurance, analytics, and regulatory reporting

Relationship Building & Communication

• Collaborate across business units to meet objectives
• Resolve administrative and service challenges
• Build and sustain relationships with clients and stakeholders
• Analyze and report on exception data and trends
• Conduct feedback forums and trend analyses
• Identify and implement process improvements

People Management

• Oversee recruitment, goal setting, coaching, and performance management of the client relations team
• Monitor work output and resource allocation
• Enhance team productivity through innovative motivation strategies
• Ensure staff training and development