Asset Management - Client Complaints Resolution Officer

Job Classification

Nedgroup Investments is an award-winning global investment business with a growing presence in Europe. Nedgroup Investments offers a wide range of investment solutions for retail and institutional investors. Nedgroup Investments is a division of Nedbank Group Ltd, leveraging the investment and financial expertise of one of South Africa’s largest financial services groups. In house we have two main fund solutions. The first being the Core Range which follows a rules-based (passive) investment philosophy.  We also have tThe Nedgroup Investments Best of Breed™ philosophy sees us partner with select fund managers who we believe are able to provide consistent long-term outperformance for our clients. These fund managers are experts in their field of specialisation and we tend to partner with them for long periods of time giving them sufficient opportunity to deliver on their mandate objectives. We obsess about long-term performance and our top priority is to deliver a superior investment experience for our clients.

Job Family

Career Stream

Leadership Pipeline

Job Purpose

To log, investigate and respond to all client complaints received at Nedbank in line with the business strategy.

Job Responsibilities

• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (eg: staff surveys etc).
• Participate and support corporate responsibility initiatives for the achievement of business strategy (eg: . Green Strategy).
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
• Ensure reports / dashboards are produced timeously via monthly feedback to internal stakeholders.
• Ensure early detection of issues and reporting thereof to internal and external stakeholders.
• Log and record all complaints and errors into the client complaints system and ensure all complaints and errors are addressed within the turnaround standards.
• Ensure efficient resolution of non-standard client complaints through liaising with appropriate personnel internally and externally.
• Provide input and liaise with clients; institutions; managers and staff to resolve client complaints effectively (in line with Treating clients Fairly legislation).
• Ensure that response to client complaints are documented and formally closed out within the turnaround standards.
• Ensure compliance with changes in regulation; business process and group complaints reporting.
• Continuously review the current complaints management process for improvement and make necessary recommendations to relevent stakeholders.
• Ensure efficient and optimum resolution of complaints by investigation; communication and collabortaion with internal and external vendors.
• Facilitate monthly complaint resolution committee meetings.
• Provide feedback and recommendations back to business which have been highlighted through the complaint resolution i.e. system changes; forms and policy amendments.
• Effectively investigate and resolve complex queri perform an audit of current client data and identify key data fields that need to be updated in order to meet business requirements.
• Regulatory risk management and client service)Perform data integrity (i.e. ensure that data is accurate and relevant) specific to certain campaigns/projects.
• Communicate with clients in order to obtain and record their updated personal information.
• Manage various campaigns to enhance the integrity and completeness of the client data base.
• Produce dashboards and MIS to track the status of the client data base.
• Find innovative ways of maintaining and improving the client data base.
• Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
• Identify training courses and career progression for self through input and feedback from management.
• Ensure all personal development plan activities are completed within specified timeframe.
• Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
• Obtain buy-in for developing new and/or enhanced processes (eg: operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.

People Specification

We believe in employing highly motivated, sharp and quality orientated people that thrive in a culture that celebrates and supports diversity within an environment that is creative, collaborative, challenging and dynamic.  Aligned to our core purpose of enabling our investors to achieve their investment goals, we are committed to enabling our staff achieve their full potential and long-term career growth at Nedgroup Investments. Specifically for this role, we are looking for:

• High standard of personal presentation.
• Self-motivated and well organised with an ability to adapt and tackle a wide variety of challenges.
• Ability to deal with people both within the organisation and external customers

Essential Qualifications - NQF Level

Preferred Qualification

Bachelors degree in Finance or Economics

Minimum Experience Level

1 - 3 years in client services (Unit Trust industry)

Technical / Professional Knowledge

Behavioural Competencies