• Assist in implementing a consistence CX framework for internal and external stakeholders.
• Design and conduct client surveys, and implementation of plans to maintain excellent service levels.
• Lead collaborative dialogue with CSD Services, Collateral Services, Data Integration Services, Testing Team, Settlements, and all relevant internal departments to develop a yearly, monthly, and weekly view of the current and onboarding clients to facilitate and ensure adequate planning of resources needed for optimal client experience.
• Continuously discuss and plan client scope with relevant parties to ensure relevant work is up to date.
• Manage competing priorities, provide explicit directions, and establish clear expectations from and for stakeholders.
• Facilitate and the collection of business intelligence to understand the touch points of seamless client experience points.
• Work in collaboration with all stakeholders to inform and enable exceptional client experience that is aligned and consistent across the organisation.
• Ensure active resource planning to support and enhance the service capabilities of the business.

Current Clients –

• Demonstrate a service excellence mindset to accommodate clients’ needs and considerations.
• Conduct and report on client survey’s, benchmarks, interviews.
• Facilitate the execution of implementation plans to maintain service excellence levels and corrective or remedial action where required.
• Work collaboratively with all stakeholders (internal and external) to provide outstanding, effective, and efficient client service.
• Support the Head of Client Services by proactively identify risks or challenges to ensure efficient and seamless client experience.
• Enable and encourage tools which support the client experience within the company.
• Create reports that support the delivery of Client Service insights and information to respective forums and stakeholders.

New Clients –

• In collaboration with the Head of Client Services and other internal stakeholders, enable and support the execution of the client strategy by supporting the on-boarding function to realise goals of expanding the client ecosystem.
• Identify, define, implement, and lead the client onboarding process, focusing on end-to-end ownership of the client experience.
• Proactively approach client onboarding with a sense of urgency, maintaining a high level of quality while balancing speed-to-market and fostering client retention.
• Proactively identify risks or challenges to ensure all onboarding checks are complete and relevant controls are in place to maintain the company’s reputation.
• Recommend, develop, and implement solutions to support continuous improvement of client onboarding and experience framework, processes, procedures, and service.
• Manage sensitive and confidential information in accordance with organisation policy.
• Maintain controls to ensure all client onboarding policies and procedures serve the client and protect the business.
• Take ownership within a dynamic and fast paced environment as the face of the onboarding experience whilst maintaining exceptional people skills and a client centred approach.

• Anticipate and identify client needs in relation to support and engage relevant internal teams to ensure clients’ needs are met timeously.
• Take proactive steps to maintain a positive client experience.
• Build and maintain strong relationships with new and existing clients, internal and external stakeholders.
• Ensure accurate implementation and delivery on agreements made with clients and internal and external stakeholders to ensure that client expectations are met and managed.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.
• Ensure effective control and corporate governance.

• Develop and maintain productive and collaborative working relationships with colleagues, peers and stakeholders.
• Continuously develop own expertise in terms of professional and industry knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Ability to work proactively and independently to deliver precise and accurate work.
• Take ownership for driving personal career development.

• Identify and recommend data solutions to enhance operational efficiency.
• Provide input into the risk identification and communicate recommendations to appropriate teams / leadership.

• Matric / Grade 12 or equivalent.
• Tertiary qualification will be advantageous.

• Minimum of 3 – 5 years’ experience working in a Central Securities Depository or financial markets and services environment.
• Knowledge of a CSD operating environment, familiarity/understanding of CSD products and service offerings (e-Voting, CIS, OTC Derivatives, etc).
• Analysing client information and documentation to facilitate the end-to-end client experience.
• Exceptional and concise written and verbal communication.
• Time management skills and attention to detail.
• Prepared to work irregular hours/be on standby – including afterhours weekends and holidays.
• Able to work in a pressurised environment with timely follow-through on commitments.