Operational Client Investment Analyst | Sandton

Job Purpose:

Provide support to all client facing staff for their client interactions. Diary management and client query workflow management and query resolution. Developing relationships with, and supporting delivery to, the company and independent consultants. Distributing client communications to internal and external clients. Fully understand Microsoft CRM system to support management information reporting, tracking and monitoring of staff and client activities

Key Performance Area:

Customer/support of client facing staff:

FAIS documentation sent out for each scheduled client presentation.
Provide consistent client servicing levels which are measured by turnaround times, quality and speed of email replies to emails and phone calls. Effective communication to client facing team and clients to manage expectations on deliverables
Ensure you are always accessible to the client facing team.
Diary management for all client facing staff, including for investment report backs, advisory meetings and retail roundtable meetings
Workflow management of the retail query inbox, including responding to and distributing queries to the relevant areas of the investments business for resolution and providing the responses to the sales team

Offer insights on interactions with fund consultants and clients, with a view to managing risks to the business:

Advise senior management of any perceived risks, including letter of investigations received or clients cancelling meetings regularly
Identify problem clients or situations and propose solutions/trouble shoot as far in advance as possible. Participate in the solution where practical
Where required to work collaboratively with Unions and Blue-Collar workers to help them to understand complex issues.

Diary management including:

Allocation of presenters according to client request and resourcing / availability, referring to CRM to confirm who the allocated account exec is
Scheduling of client meetings

The creation and maintenance of all client and consultant (internal and external) distribution lists:

Ongoing collection of client data, forwarding data to the Investments Product & Enablement team to update onto CRM

Retail and Institutional Consulting house support and ongoing relationship building:

Visits to consulting houses and client functions to improve relationships

Motivate and support new team members:

Discuss and motivate client facing team members when facing poor/negative feedback from consultants and clients
Provide support with finding key sources of information and understanding of processes
Build strong relationships with internal consultants and provide constructive feedback to them and their line manager

Ongoing Self Development:

Ensure attendance of client presentations along with senior team, when possible (Virtual or face to face), for exposure and development purposes
Document, maintain and monitor progress of your personal development plan
Passing academic qualification / courses – E.g., Time management, IT courses, Project management Ongoing investment and industry related training. Attend all internal presentations and training (issued by the learning academy) as well as external forums
Ongoing systems training and development within the company e.g., Analytics.

Processes:

Track and monitor all consultant and client communications using Silverpop / Analytics systems and provide feedback to relevant business units, for example:

Daily market match (Institutional and Retail)
Market solutions
Portfolio returns
Consultant bulletins
Inflation summary
Monthly market oversight
Fund fact sheets
Monthly asset class returns

Management and oversight of various initiatives that impact the improvement of the enablement support function to the business:

Ongoing Ad-hoc Projects that support the enablement of the client facing team e.g., consolidation of Microsoft CRM D365 instances. Management and oversight from start to completion

Train consultants and assistants on the use of CRM with specific reference to client activities:

Take responsibility for planning and delivering CRM training and any ad-hoc training required, to all client facing staff
Liaise with learning academy to set up relevant training

Qualifications: