R HIGHLY NEGOTIABLE PLUS ANNUAL PERFORMANCE BONUS
Our client who has been established in South Africa investing on behalf of clients and has grown to become one of Africa’s largest investment management companies is now recruiting. This company is an investment management firm focussed on building long-term wealth for their clients. The company’s primary goal is to achieve long term wealth creation for its clients.
The company is focussed on building long-term wealth for our clients. They always put their clients’ interests first. They design their products and fees so that they tie their success to that of their clients. They try to build their clients’ trust and confidence in them through offering excellent client service. Every service interaction needs to reinforce the trust that their clients have in them. The client experience owns the firm’s client experience strategy and is organised into areas (or streams) of focus in order to execute the solutions to deliver on this strategy.
They now seek a business analyst – client experience – retail client services to join their team.
About Client Experience (CX)
Client experience is the sum of all engagements a client has with you during the client lifecycle. Their clients don’t see departments; they see one company, one brand. If one fails to deliver, then the entirety of the experience is dramatically affected. CX is an established but rapidly growing field of expertise. It has been proven to increase customer loyalty, commercial performance and employee engagement. CX is thus crucial to organisational strategy and is a widely recognised market differentiator by business leaders. The combination of data, AI, personalisation and intelligent automation is transforming how organisations understand client needs, optimise journeys and deliver exceptional service experiences at scale.
JOB DESCRIPTION WILL INCLUDE BUT NOT BE LIMITED TO:
- You will be required to be part of the client experience team, made up of a number of business analysts and product owners;
- You will be required to provide in-depth analysis and project support within the company’s client experience team;
- You will be responsible for analysis and project coordination for operational and strategic projects which will involve technology and process changes;
- You will be required to have a strong interest in delivering and enabling others to deliver exceptional client service by improving our business processes, systems and service implementation;
- You will be required to use data to frame problems, test assumptions and inform decisions, and to be comfortable exploring how AI and technology can improve personal productivity, analysis and business outcomes.
- You will be required, while the role remains business focused, to able to engage credibly with technical teams, translate business needs into practical solution requirements and contribute to the design of digital-first servicing capabilities;
- You will have exposure to many IT domains with the opportunity to learn how the technology enables their servicing strategy;
- You will be required, additionally, to have the opportunity to engage with leaders within the business. There are progression opportunities within the business analyst stream, with senior analysts leading high-impact cross-functional projects within the broader company business;
- You will be responsible for analysis and project coordination for operational and strategic projects which might involve technology and process changes; You will be required to The candidate must have a strong interest in delivering and enabling others to deliver exceptional client service by improving our business processes, systems and service implementation;
- Understand and support the client experience strategy:
- You will be required to understand their client experience priorities and the role they play in enabling their omni channel client experience ambition;
- You will be required to collaborate with client experience BAs and specialists to ensure that our servicing remains relevant to their clients’ needs and that they take advantage of opportunities to delight clients through improvements and enhancements to the solutions they offer;
- You will be required to contribute to the plan to deliver on the client experience strategy – which interventions over what timeline and how they will track, measure and report success;
- Project management:
- You will be required to monitor project plans for major campaigns and ad-hoc projects;
- You will be required to implement, coordinate, and manage projects, engage with relevant stakeholders and achieve their buy-in and alignment;
- You will be required to escalate risks, understand dependencies, review project impact and course correct as necessary;
- You will be required to perform user acceptance testing and training of solutions where appropriate;
- You will be required to stakeholder reporting on project progress and success;
- Business analysis and problem solving:
- You will be required to do detailed data, systems and process analysis for projects related to the client experience strategy;
- You will be required to use data to identify opportunities, size impact, prioritise interventions, test assumptions and measure outcomes;
- You will be required to accurately interpret data, perform root cause analysis, surface trends and clearly communicate insights for action;
- You will be required to work closely with IT, data and business stakeholders to translate client, adviser and operational problems into clear business, data and technology requirements;
- You will be required to use AI tools appropriately to support problem solving, improve analysis, synthesise insights, automate routine work and drive efficient ways of working;
- You will be required to create solution requirements and contribute to implementation, with enough technical fluency to understand system constraints, interrogate solution options and engage constructively in design discussions;
- Relationship and stakeholder management:
- You will be required to build and cultivate a network of relationships across the business, particularly with key stakeholders interacting with retail client services;
- You will be required to serve as a point of contact for major retail client services issues and enhancements related to systems, processes and/or staff training related projects that fall within the client experience team;
- You will be required to maintain relationships with their service providers so that they have a stable and sustainable partnership;
- You will be required to manage change management and cross-functional stakeholder engagement;
- You will be required to escalate issues for resolution and work with business stakeholders to ensure that interventions are correctly prioritised in backlog.
CORE COMPETENCIES REQUIRED, BUT NOT LIMITED TO:
- You have outstanding problem-solving skills: ability to research, analyse, synthesise and present information in a meaningful manner;
- You are a self-starter, with the ability to work independently as well as within a team;
- You are professional and friendly, with strong interpersonal skills;
- You have strong personal organisational skills, including time management and planning skills;
- You have excellent (verbal and written) communication skills in English;
- You have strong client advocacy and ability to find solutions that solve clients’ pain points;
- You have strong negotiation skills;
- You have comfort working with data and analytical tools to draw insights, building business cases and support evidence-based decisions;
- You have curiosity about AI, digital servicing trends and how emerging technologies can improve client, adviser and operational experiences;
- You have basic technical fluency, for example the ability to understand system logic, data flows or simple code – this would be a distinct advantage.
CORE QUALIFICATIONS AND EXPERIENCE:
- You have a relevant qualification / degree in an analytical or quantitative field such as computer science, engineering, business science, or similar;
- You have a minimum of 18 months’ current, relevant experience in a similar or relevant field; More experience is also appropriate – max 5 years;
- You have exposure to data analysis, automation, AI tools, BI/reporting tools or basic coding would be highly regarded.
Great team; superb growth prospects and a brilliant company to have on your CV. Succeed here and the world is your oyster!