Client Service Executive at SKM Africa

Job Description

• The role is responsible for maintaining strong client relationships and ensuring a seamless client experience across the company’s investment and wealth management products and services.

Key Responsibilities

Client Relationship Management

• Develop and maintain strong, professional relationships with clients and proactively identify their needs, concerns and service requirements.
• Serve as a key point of contact for clients, providing prompt and accurate responses to enquiries and requests.
• Maintain a strong understanding of Moran Capital Management’s products, services, processes and client service standards.
• Provide clients with regular updates and relevant information regarding their investments, accounts and transactions.
• Identify potential client service issues and ensure timely resolution or escalation where necessary.

Client Onboarding & Account Management

• Coordinate the onboarding of clients across investment products, including Money Market Funds, Equities, Pensions, Local Fixed Income and International Investment Products.
• Ensure that required client documentation and information are accurately captured, maintained and updated in accordance with company and regulatory requirements.
• Maintain accurate and up-to-date client and investment records.
• Coordinate with relevant internal teams to ensure that client accounts and investment instructions are processed accurately and within agreed timelines.
• Ensure that financial consultants are kept informed of relevant client transactions, account activities and service requests.

Investment & Transaction Support

• Prepare and coordinate the issuance of client statements and ensure that statements are accurate, current and shared with clients within the required timelines.
• Monitor investment maturities and proactively notify clients of upcoming maturities.
• Support clients through investment rollover, withdrawal and redemption processes.
• Coordinate and follow up on client withdrawals and short-term placement maturities, including verification and confirmation of receipt of funds where applicable.
• Liaise with internal teams and relevant service providers to ensure timely execution and resolution of client transactions.
• Support the Wealth Advisory team with client investment analysis and tools, including investment simulations and related information required for client engagements.
• Support the monitoring and administration of assets under management and ensure that relevant client records are accurately maintained.

Client Service Excellence

• Implement and maintain high standards of client service in line with Moran Capital Management’s client service objectives.
• Coordinate client service excellence initiatives and support continuous improvement of client-facing processes.
• Gather and communicate client feedback to relevant management and recommend improvements to enhance the client experience.
• Maintain confidentiality and exercise a high level of discretion when handling client, financial consultant and company information.
• Prepare and maintain relevant client service reports and records as required by management.

Compliance, Risk & Escalation

• Ensure that client interactions and service activities are undertaken in accordance with approved company policies, procedures and applicable regulatory requirements.
• Escalate complex, sensitive or high-risk client matters to the Finance & Strategy Director or relevant department promptly.
• Maintain proper documentation and audit trails for client transactions, requests and communications.
• Identify recurring service issues and recommend practical solutions to minimise operational and client-service risks.

Teamwork & General Responsibilities

• Work collaboratively with the Operations, Finance, Wealth Advisory and other relevant teams to ensure seamless delivery of client services.
• Support the implementation of process improvements and automation initiatives aimed at improving efficiency and client experience.
• Perform any other duties reasonably assigned by the supervisor or management in line with the requirements of the role.

Requirements

• Bachelor’s degree in Business Administration, Finance, Economics, Commerce, Investment Management, or a related field.
• Professional qualifications in finance, investment, customer service or a related discipline will be an added advantage.
• 3–5 years of relevant client service experience in investment, wealth management, financial services or insurance industry.
• Experience dealing with investment or wealth-management clients will be an added advantage.
• Demonstrable experience in client onboarding, account administration, transaction processing and client relationship management.

PREFERRED SKILLS

• Strong understanding of client service principles and practices.
• Good understanding of investment and financial products.
• Good knowledge of client onboarding and account administration processes.
• Excellent attention to detail and accuracy.
• Ability to handle confidential and sensitive information with discretion.
• Proficiency in Microsoft Office and relevant client/investment management systems.
• Strong customer orientation and ability to manage demanding clients professionally.