Retail IFA CRM

Alexforbes; Cape Town; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Hybrid work model

Wi-Fi allowance

Employee Wellness & Assistance Program

Retirement fund contributions

Job summary

Alexforbes is seeking a highly service-oriented Retail IFA Client Service Manager to join our Retail platform operations. You will be the primary operational contact for a panel of IFAs and their staff, guiding onboarding, servicing requests, reporting, and processes to ensure a seamless experience.

You will work with BDMs, Account Managers and SME teams to resolve queries within SLA, explain products, and drive CRM improvements to strengthen advisor satisfaction and retention while supporting

Qualifications

• Bachelor’s degree in Finance or Business, Wealth Management, Financial Planning or related field.
• 1–3 years in an Advisor and/or servicing environment.
• Knowledge of Alexforbes products advantageous.
• Experience in financial services industries such as LISP, collective investment schemes, or retirement funds advantageous.
• Excellent verbal and written communication; proven service excellence.

Responsibilities

• Servicing a panel of IFAs and their support staff within SLA.
• Onboard and maintain the IFA panel; manage interactions end-to-end.
• Explain funds, products and services offered by Alexforbes Retail.
• Provide guidance on operational processes and reporting requirements.
• Collaborate with Account Managers, BDMs and SME teams to resolve queries and drive CRM improvements.

Skills

Client servicing

End-to-end relationship managing

Communication skills

Under pressure

Organisational skills

Interpersonal skills

Education

Bachelor’s degree in Finance/Business/Wealth Management

Job description

We are seeking a highly service-oriented Retail IFA Client Service Manager (CRM) to join our Retail platform operations team. This role is pivotal in delivering exceptional operational support to our Independent Financial Advisor (IFA) network and ensuring a seamless servicing experience across the Alexforbes Retail platforms.

As the primary operational contact for a dedicated panel of IFAs and their support staff, you will manage advisor interactions end-to-end, providing guidance on onboarding, servicing requests, reporting requirements, and operational processes. You will work closely with Business Development Managers, Account Managers, and internal specialist teams to ensure queries are resolved efficiently and advisors receive consistent, high-quality support.

This role requires a strong client-service mindset, the ability to manage multiple priorities in a fast-paced environment, and a genuine passion for building trusted advisor relationships. Your contribution will play a key role in strengthening advisor satisfaction, supporting retention, and enabling the continued growth of the Alexforbes Retail platform.

Key Responsibilities:

• Servicing a panel of Independent Financial Advisor’s (IFA’s) as well as their support staff.
• Responsible for managing the onboarding and maintenance process of your allocated panel of IFAs.
• Own and manage every IFA interaction from start to finish and provide within SLA.
• Responding to all inbound servicing requests received within SLA and in accordance with Alexforbes’ servicing standards.
• Discuss and explain all funds, products and services offered by Alexforbes Retail.
• Provide guidance and support on all operational processes.
• Attend to and escal ... all technical queries to the SME team responsible, follow up and manage the IFA expectations.
• Partnering with the Account Manager and BDM to ensure holistic and effective IFA support.
• Handling all reporting requirements of the IFA (statements, quotes etc).
• Assisting with any bespoke servicing and support requirements.
• Ensuring IFA satisfaction and retention through proactive and targeted servicing and relationship building.
• Provide input and drive system enhancements, automation, and process optimisation across IFA CRM operations
• Assistance with any ad-hoc projects within the team.

Requirements:

• Bachelor’s degree in Finance or Business, Wealth Management, Financial Planning or related field
• At least 1 – 3 years of experience in an Advisor and/or servicing environment
• Sound knowledge of Alexforbes’ Products and offerings will be advantageous
• Experience within the following financial services industries will be advantageous:
• LISP
• Collective Investment Schemes
• Retirement Funds
• Excellent verbal and written communication skills
• A proven track record of service excellence
• Ability to prioritise and function positively under pressure
• Ability to deal with complexity
• Exceptional interpersonal skills
• Strong organisatonal skills
• Self-motivated and proactive
• while supporting a broader governance framework

Why Join Alexforbes?

As a certified Top Employer for 2026, we don’t just offer jobs – we build careers!

We are proud to be the 2026 FPI Corporate Partner®, recognising Alexforbes’ commitment to excellence in Financial Planning

Here are more reasons why you should join us;

Growth & Development:

• Bursary and Leadership Development Programmes to help you grow professionally.
• E-Learning Forums and continuous learning opportunities.
• Financial Planning Support tailored for staff.

Rewarding Performance:

• Total Rewards Package: Competitive short- and long-term incentives.
• Power Of One: Monetary recognition for outstanding performance.
• Lead Incentives & Referral Bonuses for helping us grow our talent pool.
• Retirement Fund Contributions starting at 13% of CTC.
• Group Risk Cover: Funeral, Dread Disease, and Life Insurance.
• Medical & Gap Cover: 100% of CTC with Discovery/Bonitas

Work-Life Balance:

• Flexible Ways of Work: Hybrid work model to suit your lifestyle.
• Connectivity Benefit: Wi-Fi allowance.
• Employee Wellness & Assistance Programmes to support your wellbeing.
• My Savings Account to help you plan for the future.

Join a company that values its people, invests in their growth, and rewards excellence. Be part of a team that’s shaping the future of financial services.