LEADS COORDINATOR: FINANCIAL INDUSTRY

SUMMARY:
To align and maximize standards and implement best practices for business referrals.

POSITION INFO:

Your relevant post-graduate degree in finance, business, or related as well as:

• Minimum of 5 years’ experience in a financial services company (marketing/sales/client service);
• Proven record of achievements from lead inception to closing (irrespective of whether the closing was done by yourselves or a sales team member);
• Excel or other relevant CRM software – data management or system-based lead management experience;
• Intermediate to Advanced proficiency in MS Office Suite;
• Verbal and written communication, in English and Afrikaans, at all levels;

will enable you to perform the following duties:

• Operational:
  • Develop a strong knowledge of the company’s products and services to provide a professional service to any lead from the onset of client engagement;
  • Implement and manage the leads process for business referrals from the following sources:
    • Internal company divisions;
    • Marketing and branding endeavors;
    • Existing clients (new business requests logged by clients);
    • Orphan clients (reactivation and allocation to Wealth Hub);
  • Engage with MD’s and individuals responsible for the leads process of the abovementioned intercompany divisions to ensure that all leads follow the correct leads management process;
    • Set up a leads training process and ensure all personnel responsible for leads sharing in all divisions are trained in the company’s leads referral process;
  • Arrange and manage regular follow-up (Teams meetings) with the abovementioned leads-sharing personnel to review leads submitted, progress, and generate new leads;
  • Engage with the relevant internal development teams to develop a technology-driven leads process that integrates with Group systems;
  • Manage the entire leads process by means of direct client and advisor engagement for:
    • Receipt
    • Data gathering
    • Correspondence with Business Development
    • Allocation to a suited financial advisor
    • Progress tracking
    • Conversion and non-conversion
    • Lead follow-up (client centric)
    • Client retention
    • Reporting
  • Maximize client engagement, client service delivery (Leads SLA implementation), client retention and client satisfaction;
  • Manage the leads database – proper management of sales channel will highlight strengths and weaknesses;
  • Continuously track progress and identify areas for improvement in the leads process and system. If something does not work effectively, make recommendations to change it. If an advisor does not provide feedback, stop giving them leads, if advisors do not convert leads, ask for relevant feedback;
  • Inform Business Development/Sales Team to assess and intervene if required.
• Marketing:
  • Understand the company's value proposition (in-house and external product providers and partners) and know how to apply it;
  • Contact and qualify leads through phone or teams calls, emails, and any other communication method in line with best-practice guidelines;
  • Measure and report on leads generated from marketing activities;
  • Leads that are not sales-ready – devote efforts to build relationships with them so that the company's products remain top of mind:
    • E.g., motivate advisors to check in with leads that required a call-back in X number of months. Use the company’s systems to set reminders and tasks for financial advisors;
  • All leads (non-converted) are to be placed on contact lists for marketing;
  • Assist marketing with lead surveys (provide the information, receive the feedback, collate, and analyze);
  • Present the story of the survey feedback to the Group marketing and sales teams.
• Sales:
  • Collaborate with sales and marketing teams to stay informed of all activities planned and executed to effectively set up sources and report on relevant activities;
  • Establish the sales and marketing team’s reporting requirements to ensure correct leads set-up and reporting parameters on Wealth Connect;
  • Ensure the company's brand is represented and executed professionally;
  • Communicate the company’s leads allocation commission splits and expectations to financial advisors. (i.e., a lead that originates from the Company’s branding etc.) to the Business Development Team to relay to Advisors.
• Analysis and Reporting:
  • Review and analyze existing client base to assess on an ongoing basis what our lead clients look like and whether we are attracting the right leads;
  • Build a company/advisor client profile to ensure that time and resources are spent money are allocated is spent leads are allocated accordingly;
  • Create a leads dashboard and reports and provide required feedback to the Chief Revenue Officer. Reporting matrix to be defined, but can include the following:
    • Understanding the source of our leads
    • Who wants to do business with us? (client profile)
    • Leads distribution (to advisors)
    • Leads converted/declined per advisor (who is good at what they do?)
    • Product client bought
    • Reason for declines (to assess value prop, service, quality of advice, standards etc and address shortcomings)
    • Time it took to convert a lead based on type of product
    • Lifetime value of leads clients
    • ROI of leads generated from company marketing and branding spend
    • Innovation requirements (servicing languages, AI, live chat?)
  • Provide information that is concise, relevant, reliable, and timely, as well as fit for purpose.