Client Support Team Leader Job at Capital International (Cape Town)

Job Description

Capital International Group is looking for a hardworking professional to join the team and provide high quality services to our clients and internal investment operational teams.

Job Responsibility

Manage the client support queue and cases to ensure excellent turnaround times and high-quality client service
Maintain robust controls within the role, striving to eliminate errors while fostering strong relationships with Compliance and Internal Audit to meet all legislative and regulatory requirements
Act as the primary point of contact for assigned clients
Support the compilation of quality control checks and management information (MI), including reporting and trend analysis to identify risks and improvement opportunities
Train and support new team members across procedures and systems
Drive a culture of continuous improvement
Develop and maintain service procedures, policies, and standards
Ensure full adherence to the Company’s AML procedures and PFCM requirements within the team at all times
Maintain a hands-on approach, providing direct support with queries where necessary
Support the CS Manager with all required quality control checks (four-eye principle)
Manage and delegate team workloads to ensure optimal productivity
Lead the team to take ownership of client issues, ensuring resolution and effective cross-team collaboration where required
Maintain accurate and up-to-date client records, including updates to client details, advisors, intermediaries, Investment Managers, and fee structures
process name changes, cash transfers, onboarding of new accounts, access permissions, and resolution of negative balances
Produce client statements and valuation reports
Process client withdrawal requests
Manage and resolve commission queries and corrections
Provide updates on relevant projects as required
Maintain an organised and prioritised workflow
Support the wider Group Business Development function, including Relationship Management, Business Development, Investment Management, and Marketing
Actively contribute to team and company-wide projects
Share knowledge and support operational improvements and corrections
Complete all required annual CPD hours

Requirements

Manage the client support queue and cases to ensure excellent turnaround times and high-quality client service
Maintain robust controls within the role, striving to eliminate errors while fostering strong relationships with Compliance and Internal Audit to meet all legislative and regulatory requirements
Act as the primary point of contact for assigned clients
Support the compilation of quality control checks and management information (MI), including reporting and trend analysis to identify risks and improvement opportunities
Train and support new team members across procedures and systems
Drive a culture of continuous improvement
Develop and maintain service procedures, policies, and standards
Ensure full adherence to the Company’s AML procedures and PFCM requirements within the team at all times
Maintain a hands-on approach, providing direct support with queries where necessary
Support the CS Manager with all required quality control checks (four-eye principle)
Manage and delegate team workloads to ensure optimal productivity
Lead the team to take ownership of client issues, ensuring resolution and effective cross-team collaboration where required
Maintain accurate and up-to-date client records, including updates to client details, advisors, intermediaries, Investment Managers, and fee structures
process name changes, cash transfers, onboarding of new accounts, access permissions, and resolution of negative balances
Produce client statements and valuation reports
Process client withdrawal requests
Manage and resolve commission queries and corrections
Provide updates on relevant projects as required
Maintain an organised and prioritised workflow
Support the wider Group Business Development function, including Relationship Management, Business Development, Investment Management, and Marketing
Actively contribute to team and company-wide projects
Share knowledge and support operational improvements and corrections
Complete all required annual CPD hours
Excellent knowledge of best practice, regulatory and legal requirements of an FSA regulated financial institution
Minimum 12 - 24 months experience of Client Services and administration in the offshore Financial Services industry
Minimum 12 months in a leadership role managing a team of people
Results-driven professional with a strong work ethic
High attention to detail and accuracy
Excellent organizational and prioritization skills
Strong written and verbal communication abilities
Advanced IT proficiency, including Microsoft Office, Co-Pilot, and DCRM
Analytical thinker with experience in interpreting data and identifying trends
Ability to translate insights into actionable improvements
Client-focused, with the ability to align client needs to business objectives
Collaborative team player with initiative and independence
Experience mentoring and supporting junior team member
Strong problem-solving and critical thinking skills
Able to perform effectively under pressure and meet deadlines
Flexible and adaptable work approach
RE5 qualified

What we offer

private health care
life insurance
flexible working hours
pension scheme
volunteering opportunities
extensive training and development programmes
access to innovative products

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