Manager, SPM Client Relationship Management

Empowering Africa’s tomorrow, together…one story at a time.

Job Summary

The Manager, Client Relationship Management, will be responsible for overseeing and managing a team of Client Relationship Managers (CRMs) who provide crucial administrative support to Portfolio Managers (PMs). This role will ensure the efficient and effective delivery of high-quality customer service to high-net-worth clients (HNWI) while managing the execution of operational plans as set by Senior Management.

Job Description

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The manager will play a key role in enhancing client satisfaction and operational performance, ensuring compliance with risk management frameworks, and promoting cross-functional collaboration.

RESPONSIBILITIES.

Management & Support

• Lead and supervise a team of Client Relationship Managers (CRMs), ensuring efficient coordination of client-facing administrative tasks and portfolio management support activities.
• Develop and implement training and development initiatives to ensure team capability and enhance performance.
• Ensure that team members adhere to operational best practices, company policies, and quality standards in the delivery of client services.
• Regularly monitor and assess team performance, providing constructive feedback, conducting performance reviews, and implementing continuous improvement initiatives.

Stakeholder Management

• Actively promote and facilitate collaborative engagement with internal and external stakeholders, including but not limited to:
  • Suppliers: Engage with third-party vendors to ensure smooth execution of services and deliverables.
  • Distribution Partners: Manage relationships with key distribution partners, aligning objectives with the company’s portfolio management strategies.
  • Technology Teams: Collaborate with technology teams to enhance tools, platforms, and systems that support client relationship management and portfolio support functions.
  • AIFA & Other  ABSA Entities: Foster relationships and streamline communications with AIFA (Absa Investment Fund Administration) and other ABSA entities to ensure operational efficiency.

Client Engagement

• Drive efforts to ensure exceptional client experiences through tailored communication and proactive issue resolution.
• Work closely with Portfolio Managers to understand client requirements and provide them with relevant portfolio administration and support services.
• Ensure timely and accurate responses to client queries, escalations, and concerns while ensuring all client-facing staff maintain high standards of professionalism.

Risk and Control

• Oversee and ensure that all risk and control requirements for portfolios are fully met, maintained, and adhered to, as per regulatory and company standards.
• Ensure the team operates within a controlled environment, ensuring compliance with risk management frameworks and internal policies.
• Identify, mitigate, and report risks that could impact portfolio performance, compliance, or client relationships.
• Actively engage in regular audits, reviews, and updates of risk and control processes to align with evolving regulations and business goals.

Business Development

• Support business development initiatives by identifying opportunities for service improvement, operational efficiencies, and enhancing the client value proposition.
• Contribute to the development and execution of business strategies aimed at increasing revenue and improving client retention.
• Assist in the formulation and execution of marketing and promotional strategies related to the portfolio management business.

People Management

• Foster a high-performing culture by effectively managing the team, ensuring high levels of motivation, engagement, and retention.
• Provide regular coaching and mentorship to Client Relationship Managers, encouraging personal and professional growth.
• Lead team meetings, performance reviews, and recognition programs to maintain a cohesive, driven team environment.

Key Skills & Competencies:

• Leadership: Ability to motivate and guide a team, fostering collaboration and accountability.
• Client-Focused: Strong client engagement skills, with an emphasis on providing exceptional service and maintaining positive client relationships.
• Stakeholder Management: Ability to manage relationships with both internal and external stakeholders effectively, promoting cross-functional collaboration.
• Risk & Control Management: In-depth knowledge of risk management processes and experience in implementing controls to meet organizational standards.
• Communication Skills: Exceptional written and verbal communication abilities, with a focus on clarity, professionalism, and influence.

Problem-Solving: Strong analytical and decision-making skills with the ability to resolve

• complex issues efficiently.

Business Acumen: A strong understanding of portfolio management processes, business development, and industry trends

Qualifications & Experience:

• Bachelor's degree in Business, Finance, or a related field (preferred).
• Minimum of 5 years of experience in portfolio management, wealth management, or client relationship management roles, with at least 2 years in a managerial capacity.
• Experience in managing high-net-worth clients and a strong understanding of the unique requirements of this client segment.
• Proven experience in managing risk, operational processes, and working within regulatory frameworks.
• Strong leadership skills with a track record of building and managing high-performing teams

Education

Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised