The Role
Serves as the primary client contact, managing service communications, meetings, escalations, and operational alignment. Gathers and validates business requirements, translates needs into technical specifications and user stories, and collaborates with developers, QA, and project managers. Provides functional support, communicates releases, identifies process and system inefficiencies, and recommends improvements. The role requires financial services knowledge, strong stakeholder communication, analytical problem-solving, and experience with pensions, trusts, or retirement fund administration.
Summary Generated by Built In
Location: Johannesburg | Work Type: Hybrid / Remote | Job ID: J107265
About our client:
Our client offers financial service solutions helping their clients achieve their dreams. With an emphasis on culture fit, they boast a dedicated team of over 600 employees, many with over a decade of tenure. They have built their culture on a feeling of togetherness, trust and respect and are always looking to support employees' continuous learning. Using Agile, they provide diverse services with a focus on research, innovation and improvement.
What you will be doing:
- Serve as the primary point of contact for operational clients, managing ongoing communications, regular service meetings, and escalation resolutions.
- Elicit, document, and validate client requirements for business processes and software solution changes.
- Partner closely with software developers, QA/testing teams, and project managers to translate client needs into clear technical specifications and user stories.
- Provide first-line functional support to clients, ensuring continuous operational alignment and clear release management communication.
- Identify operational gaps and system inefficiencies to propose quality improvements that enhance productivity and client satisfaction.
What our client is looking for:
- A relevant tertiary qualification would be beneficial (Finance, Accounting, Economics, etc.).
- 5+ years of experience within the financial services, trust, or pension administration sector.
- Track record in client service management, service delivery, or account coordination in a technology-enabled environment.
- Strong understanding of core financial concepts and operational workflows.
- Exceptional written and verbal communication skills across operational and management levels.
- Practical background in pensions, retirement funds, or trust administration is a strong advantage.
- Hands-on experience in business analysis, requirements gathering, or process mapping is a plus.
- Calm and composed under pressure with a high capacity for handling client escalations.
- Strong process-oriented and analytical problem-solving skills.
- Collaborative mindset with the ability to thrive in Agile software development environments.
For a more comprehensive list of opportunities that we have on offer, do visit our website - https://www.parvana.co.uk/careers
Requirements
Client Service Manager, Financial Services, Pensions, Trust Administration, Business Analysis, Agile, Stakeholder Management, Requirements Gathering, Client Relations, Operational Support
Skills Required
- Relevant tertiary qualification in Finance, Accounting, Economics, or a related field
- 5+ years of experience in financial services, trust administration, or pension administration
- Experience in client service management, service delivery, or account coordination in a technology-enabled environment
- Strong understanding of financial concepts and operational workflows
- Exceptional written and verbal communication skills across operational and management levels
- Practical experience in pensions, retirement funds, or trust administration
- Experience in business analysis, requirements gathering, or process mapping
- Ability to manage client escalations calmly under pressure
- Strong process-oriented and analytical problem-solving skills
- Ability to collaborate in Agile software development environments
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The Company
What We Do
Parvana is an IT recruitment agency specializing in connecting top tech talent with leading companies in South Africa and the UK, focusing on software development, finance, and telecommunications.
