Service Relationship Manager

One of the big four banking institutions in the Port Elizabeth is urgently looking for Service Relationship Manager to apply customer relationship management that will ensure customer retention and growth through quality customer service, a customer engagement programme, and continuous identification of cross-selling opportunities.


In order to be considered the following is required:

B-degree Commerce or Business Management or NQF level 6 equivalent
3 years Investment Industry experience in a management role
Investment Industry knowledge
Relationship Management skills
People Management skills
Responsibilities:

Develop and maintain relationships with LISP customers through excellent customer service and long-term relationships by applying an agreed customer engagement programme
Ensure that customer files are updated with all relevant documentation and that checklists are completed

Build and maintain relationships with the administrative staff of our most valued clients (i.e. Strategic partners and premier advisers)
Accurately determine customer needs/requirements through customer interaction and ensure that these are met
Monitor and resolve customer queries efficiently and professionally by applying product knowledge
Keep existing customers abreast of latest developments/offerings by means of pro-active presentations
Ensure exceptional customer service delivery through innovation and pro-activeness
Ensure delivery of quality service that satisfies and exceeds stakeholder expectations
Be the liaison between the advisers office and the internal teams when a complaint has been escalated
Manage contracted turnaround times in accordance with LISP Customer Promise
Creatively and innovatively comply with client requirements should there not be a straightforward solution, make necessary recommendations to product development to assess whether new products or variations to existing products can be made to satisfy/consider client needs.
Manage client reviews and the client servicing offering by client engagements
Prepare annual strategic action plan with a detailed SWOT (Strengths Weaknesses Opportunities Threats) analysis for in depth approach to be adopted per client
Support the Business Development Management team in the sales
Deliver exceptional consulting performance by meeting customer needs through efficient query resolution and solutioning all client requirements
Support the organisation in achieving its strategic objectives by creating positive relationships with stakeholders
Keep abreast of offerings by competitors' offerings and market trends to suggest and implement process improvements
Continuously gather market intelligence and report potential threats to management
Identify training needs within the offices of the financial adviser and conduct/arrange the relevant training
Engage and collaborate with internal departments (e.g. Operations, Advisory Services) with regards to providing efficient solutions and query resolution to clients
Initiate projects to enhance internal efficiencies / innovation depending on market changes and client needs.
Participate in LISP projects in conjunction with other departments as and when required to sustain business growth as the market changes and client needs e.g. develop new products as client needs and market changes
Utilise internal communication processes and channels to improve the flow of information and the effectiveness of communication to all
Ensure communication standards that are 360 degree measurable, and practices that favour transparent, honest and open stakeholder relationships
Conduct performance management exercises against Service Level Agreements with Business
Work to improve service quality to clients, in partnership with stakeholders and customer servicing centre by ensuring that the client service experienced by clients are to their expectations - ensure cross functional team meetings are held with the general agenda with all aspects stipulated are discussed, that responsible people are identified for actions with delivery dates stipulated for aspects to be addressed
Information displayed above not limited to advertisement. Please contact for further information.

Please email your CV to nthabeleng@bedifferent.co.za or call 011 781 7901 if you meet the above requirements and interested to the role.

Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application. However, please keep a lookout on our website, www.bedifferent.co.za, for available positions which you may be suited for.

Job id : , #70321, 15 views,

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