Senior Officer, Client Operations

Trustandpension; South Africa; On-site; ZAR 420,000 - 520,000; Full time

Job summary

Trustandpension is seeking a Senior Officer, Client Operations in South Africa to support onboarding and ongoing client transactions, ensuring service standards and a high-quality client experience.

You will strengthen and embed processes to optimise workflow, maintain accurate records, mentor new starters, provide escalation support, and contribute to weekly team meetings, all while safeguarding data and upholding ethical standards.

Qualifications

• 3–5 years’ experience in a client services or administrative role.
• Relevant tertiary qualification in Business Admin, Finance or related field.
• Diploma or certification in Financial Services, Compliance or Client Services is advantageous.
• Strong proficiency in Microsoft Office (Excel, Word, Outlook).

Responsibilities

• Deliver on Service standards as per established Service Model for the function.
• Maintain records and ensure timely posting of fees for services rendered.
• Provide first-line escalation support and assist with investigations.
• Mentor new starters and support team through training sessions.
• Participate in weekly team meetings and support the Team Leader as needed.

Skills

Client onboarding

KYC/CDD

CRM systems

Microsoft Office

Communication skills

Data handling

Education

Relevant tertiary qualification

Diploma or certification in Financial Services/Compliance/Client Services

Tools

Salesforce

Job description

The Senior Officer, Client Operations plays a vital role in supporting the delivery of efficient, high-quality service to clients throughout the onboarding process and across ongoing transactions.

This role focuses on strengthening and embedding processes and procedures to optimise workflow, uphold service standards, and deliver an excellent client experience. The post holder will positively influence the team, contributing to the development of a multi-skilled and cross-trained function.

As a Senior Officer, you will be instrumental in delivering a client-focused operational service to clients, distribution partners, and service providers. You will take responsibility for key operational tasks, support team members with ad hoc service-related requests, and provide oversight through quality control of work and processes to ensure consistency and adherence to established standards.

Department and Location

Reports to

Client Operations - South Africa

Team Leader, Client Operations

Key Duties and 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 function’s 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
• Strong organisational and administrative skills.
• Ability to work as part of a team and positively influence and contribute to the team.
• Strong communication skills across phone, in-person, and video platforms, with the ability to engage effectively with clients and colleagues.
• Ability to work with confidential and sensitive data.
• Good time management.
• Ability to work under pressure and manage multiple tasks effectively.
• Proven ability to build and maintain strong client relationships while delivering a high standard of service.
• High level of commitment with a proactive and positive attitude.
• Demonstrates high ethical standards and a strong commitment to safety in all aspects of work.
• Approaches work with energy, enthusiasm, and a service-oriented mindset.
• Be attentive to detail and work methodically and accurately.
• Acts with integrity and professionalism in all dealings, maintaining trust and good faith with the Company, its clients, and suppliers.
• Maintain a professional and courteous manner when interacting with colleagues and clients.
• Demonstrate initiative and the ability to work independently.
• Be able to work independently.

Adopt a flexible and willing approach to working hours, supporting team and business needs as required.

Qualifications and Experience

• 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 Microsoft Office (particularly Excel, Word, and Outlook)
• 3–5 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).

3–5 years’ experience in a client services or administrative role, preferably within the financial services industry. Relevant tertiary qualification (e.g. Business Administration, Finance, Economics, or related field).