Senior Client Experience & Operations Lead

J.A.Z Recruitment; Somerset West; On-site; ZAR 360,000 - 540,000; Full time

Job summary

J.A.Z Recruitment is seeking a Senior Officer to strengthen process adherence and deliver a high-quality client service. You will guide case work, support onboarding, ensure policy compliance, and mentor colleagues, while maintaining records and collaborating across teams.

The role focuses on enabling efficient operations, supporting team leaders, and driving continuous improvement through quality control and proactive problem-solving.

Qualifications

• Relevant tertiary qualification (e.g. Business Administration, Finance, Economics, or related field).
• Diploma or certification in Financial Services, Compliance, or Client Services (advantageous).
• Strong proficiency in MS Office (particularly Excel, Word, and Outlook).
• 5+ years experience in a client services or administrative role, preferably within the financial services industry.
• Proven experience supporting client onboarding, including KYC/CDD processes and documentation.
• Proven experience in handling client queries and maintaining high service standards.
• Strong proficiency in working with internal systems (e.g. CRM or case management systems such as Salesforce).

Responsibilities

• Deliver on Service standards as per established Service Model for the function.
• Ensure adherence processes and address/raise issues that need attention.
• Work proactively with other business functions and stakeholders.
• Ensure fees in relation to the functions responsibilities are posted for services rendered in a timely manner and in line with processes.
• Undertake and participate in relevant management of departmental meetings.
• Periodically review work being undertaken to check for adherence to policy and procedures and check quality of work and sign off if requested.
• Ensure complaints, errors and omissions are dealt with as per company policy.
• Daily monitoring of progress of assigned cases.
• Dealing with assigned outstanding cases and follow up.
• Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function.
• To assist and undertake case work as required in the function.
• Act as a signatory for the business and apply a questioning mind to all aspects of this responsibility.
• Contribute to staff training programmes.
• Mentoring New Starters and providing practical support.
• Provide first-line escalation support to Officers and Administrators by resolving queries, handling escalated calls, and assisting with investigations.
• Facilitated refresher training sessions for Officers, Administrators, and cross- functional teams.
• You will take part and actively contribute to the weekly Team Meetings.
• Assisting and stepping in on behalf of your Team leader during their absence for meetings and team support.
• From time to time, you may be required to perform other reasonable tasks within the scope of your role to support the business

Skills

MS Office

Communication skills

Time management

Team collaboration

Education

Relevant tertiary qualification (Business Admin/Finance/Economics)

Diploma or certification in Financial Services/Client Services

Tools

Salesforce

Job description

J.A.Z Recruitment is seeking a Senior Officer to strengthen process adherence and deliver a high-quality client service. You will guide case work, support onboarding, ensure policy compliance, and mentor colleagues, while maintaining records and collaborating across teams.

The role focuses on enabling efficient operations, supporting team leaders, and driving continuous improvement through quality control and proactive problem-solving.