Client Service Manager

Together we can
Exciting career opportunity at Metropolitan Lesotho
Client Service Manager
An opportunity exists to join this Investor in People Company in the above capacity.
Metropolitan Lesotho is the wholly owned subsidiary of MMI holdings, a company registered on the Johannesburg stock exchange. We are currently looking for a dynamic and self-motivated individual to lead our Client Service the as the Client Service Manager.
The incumbent will be employed in Employee Benefits Division of Metropolitan Lesotho and will report directly to Head EB.
KEY PERFORMANCE AREAS
1. Own the Primary relationship with the Lesotho EB portfolio of retirement fund clients.
2. Be accountable for the design and implementation of client service practices including
relationship management, portfolio management, terminations, installations, legal,
recosting,etc
3. Design, implement and drive the broker and client relationship model that enables
efficient and effective client management, administration and maintenance.
4. Ensure client satisfaction and retention through relationship-building at all levels.
5. Negotiate, monitor and manage service level agreement internally and externally.
6. Design, implement and drive a client feedback service that registers, investigates and
resolves client queries efficiently and effectively.
7. Coordinate the timely production of material for client meetings including Agenda packs
and minutes.
8. Present administration reports and related information to Boards of Trustees, brokers
and employers.
9. Provide secretarial services to Boards of Trustees (where requested).
10. Participate in new business and incoming transfers.
11. Track and address administration and client services related complaints and identify
trends and major issues to be addressed.
12. Coordinate death resolutions between Boards of Trustees and Claims administrators
REQUIRED SKILLS & QUALIFICATION & RELEVANT EXPERIENCE
Academic
• Bachelor’s Degree in Marketing, Investment, Economics or any other related field.
• A post graduate or/retirement fund management qualification and/or a CFP will be
advantageous.
Other
• Extensive knowledge of employee benefits administration/investments
• Strong written and verbal communications skills (in English).
• Ability to analyze and resolve queries and to follow through on outstanding issues
• Proven ability to build and maintain client relationships
• Proficient in MS Excel, MS Word and MS PowerPoint.
• High level of integrity. Must be able to ensure the security and confidentiality of records
and information.
• Good reporting and interpersonal skills
• Ability to work efficiently under pressure and without extensive supervision.
• Good time management skills.
• Extensive knowledge on requirements by the relevant regulatory authorities on issues
relating to retirement funds.
REQUIRED ATTITUDE
• Must be willing to travel
• Should have sense of urgency and accountability.
• Should be business and customer orientated.
• Should be self-disciplined and able to pay attention to detail.
• Should be pro-active and flexible.
• Should be assertive.
• Should be a team player.
PLEASE NOTE: Interested candidates should email their applications with CV’s and certified
copies of transcripts and certificates to hrl@metropolitan.co.za or hand deliver them to the
Reception at Metropolitan Lesotho Building – Kingsway Maseru on or before
28th November, 2014. Applications received after the closing date will not be considered.
Correspondence will be conducted only with the short-listed candidates.