Advisor Liaison Consultant - Team Leader

SUMMARY:
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POSITION INFO:

Overview:

Our client is seeking a Advisor Liaison Consultant – Team Leader who will be responsible for the servicing of the Financial Advisor Offices with any matter relating to our clients products, processes, transactions, web as well as general queries around their client’s investments. Our client advocates excellent client service and strive to be the number one service provider. Our client promotes an innovative and entrepreneurial culture and appreciate the manifestation of these initiatives within our service offering.

Responsibilities:

Workflow Management:

• Daily management of all relevant dashboards i.e., AWD and emails
• Decision making on how and where to allocate cases for escalation and ensuring follow through
• Ensuring that SLA’s are met at all times and informing management where needed
• Determining possible shortcomings of current dashboard and proposing changes, additions, simplification

Human Resource Management:

• Manage team performance with regards to key measures
• Interpret and communicate strategy to team and translates strategy into tactics
• Implementation of our client service values and culture
• Diversity management
• Facilitates teamwork
• Facilitates motivated team
• Recruitment interviewing
• Performance management (contracting, feedback, address non-performance)
• Facilitation of the identification of individual and team training gaps, and the facilitation of training individual/team solutions
• Coaching (“not counselling”)
• Conflict management
• Facilitation of disciplinary and grievance procedures
• Short term (daily) Operational planning (coordination of team functions)
• Staff capacity planning e.g., leave, etc.
• Team performance monitoring – monitors KPI’s, identifies trends, and addresses issues pro-actively
• Manage the quality and alignment of QA process
• Succession Planning

Incoming and Outbound phone call Management:

• Call tracking
• Management Reporting around consultants
• Phone interaction performance management

Client Management:

• Sales Team:
  • Set up and drive monthly meetings with sales team
  • Determine suitable agenda to discuss topical matters and value add items
  • Consider and review regular trend analysis from Solutionist Manager. Includes profiling of clients
• Broker Corporates (Clients):
  • Study Top 20 client list
  • Identifying threats and opportunities on client side and act accordingly so that threats may be mitigated, and opportunities capitalized
  • Building a relationship with identified top advisors and manage service expectations in terms of regular check ins, phone calls and/or meetings

Vendor Management:

• Representing Advisor Liaison at meetings with vendors in order to extract maximum value from our service providers

Projects/UI Testing/New Initiatives:

• Form part of initial discussions around collecting of requirement, specification of requirements and impact on business team
• Decision making around availing resources for developing, testing and implementation
• Management of the follow through and assessment of the success or failure of the implementation
• Identification of the need for new processes, present business case to Business Manager and Solutions Manager
• Manage the Solutionist Manger until solution is found and initiated

Requirements:

• B. Com degree with subjects Economics and/or Finance
• Or other relevant qualifications: SAIFM (South African Institute of Financial Markets AKA registered persons), CFA, CFP would be advantageous
• 5 to 7 years’ experience within the LISP industry
• Demonstrable management skills
• Management of Human Resources, Business Processes, Change, Manager Dashboards/Data, Capacity and Client Relationships
• Linked Products, Unit Trusts and Offshore Funds knowledge is essential or previous experience in financial services