Job Description

This is an excellent opportunity for a TEAM LEADER to drive service excellence, manage operational efficiencies, and lead a high-performance Client Service team within a leading Financial Services firm.

Based in Cape Town this client service team lead position is paying between R500K – R600K per annum

THE COMPANY

A specialist, technology-driven financial services group providing multi-management, index-tracking, and administration solutions for both institutional and retail clients. Focused on investment management, savings, and retirement products, they leverage innovation to streamline financial service delivery. With a client-centric approach, they continuously enhance efficiency and transparency in investment processes, offering reliable growth solutions for businesses, institutions, and individuals.

THE ROLE

As the Client Services Team Lead, you will manage and develop a high-performing team of Client Relationship Managers (CRMs), ensuring exceptional service delivery and operational efficiencies.

You will drive client satisfaction, oversee daily operations, and implement service improvements, ensuring seamless execution of client interactions. The role requires strong leadership, coaching, and process optimisation skills, as well as the ability to navigate escalations and risk controls in a dynamic financial services environment.

• Lead & mentor a team of CRMs, ensuring service excellence and operational efficiency.
• Monitor & evaluate CRM interactions (calls/emails) to align with service standards.
• Identify training needs, implement knowledge assessments, and drive team development.
• Enhance operational processes and optimise CRM systems for improved efficiency.
• Manage escalations, client satisfaction metrics, and performance appraisals.
• Collaborate with Retail Team Leaders to improve overall Retail operations.
• Drive a culture of excellence, fostering a high-energy, client-focused team.

REQUIRED SKILLS & EXPERIENCE

3-5 years' experience in Client Servicing, with at least 12 months of leadership experience.

Experience in Financial Services, preferably within LISP, Collective Investment Schemes, Retirement Funds, or ETFs.

Advanced Excel skills are a plus.

Strong coaching, mentoring, and leadership capabilities.

A proven ability to resolve escalations and manage team performance.

Resilient, confident, and strategic – able to navigate high-pressure situations effectively.