Clients Services Team Leader | Waterfall
PSG Konsult Ltd · Johannesburg, Gauteng
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Start free — we apply for you →Responsibilities
- Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact centre
- Monitor and evaluate consultants´ activities and team operations
- Resolving internal and external queries from financial advisors and clients
- Communicating information regarding instructions, processes and procedures to advisors and clients
- Proactively retaining and attracting business by providing excellent service to advisors and clients
- Maintaining Monthly Attendance Record
- Maintaining Key Performance Activities KPA
- Performing and maintaining corrective actions where necessary to increase staff performance
- Panel-admin training of new staff
- Handling and resolving escalations, second call resolutions, etc
- Drive bulk admin function communication failed and unpaid annuities, advisor commission suspension, etc
- Identify opportunities and implement actions to streamline business processes
- Servicing and maintaining direct client and/or financial advisor base for Life and Investment Products
- Quality assurance of correspondence sent by the consultants telephonically or by email
- Online Enrolments
- Back up to team members where necessary
- Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
Minimum requirements
- BCom in Economics/Finance/Financial Management or related NQF Level 7
- Financial Services experience
- 2+ years Leadership/management experience
- 2+ years LISP platforms experience or similar investment administration environment
- Experience in dealing with or building relationships with advisers
Skills
- Professional and friendly telephone manners
- Good understanding of mathematical calculations
- Take initiative
- Excellent time management skills
- Ability to multi-task and have good organizational capacity
- Problem solving skills
- Can work independently and as part of a team
- Apply sound judgement in query resolution
- Outcomes based training ability
- Natural leadership skills
- Detailed systems observation, attention to detail and solving problems arising.
- Ability to do performance calculations and reconciliations
- Approachable and supportive
- High ability to mediate and resolve disputes
Closing date: 21-Aug-2026