Executive Relationship Manager needed at Discovery Limited

Key Purpose

• The Executive Relationship manager is responsible for proactively managing relationships with Discovery Invest’s top advisers by supporting and servicing them to promote new and maintain existing Invest business, ensuring exceptional service delivery and fostering strong relationships to position Discovery Invest as their preferred service provider.  The candidate should be a strategic partner with these top advisers to ensure you understand their current business and business targets.  To be a successful Executive Relationship Manager, you should possess excellent written and oral communication skills. 

Objectives of this role

• Become a reliable point of contact for relationships and establish a strong business relationship.
• Develop open and effective channels of communication with each relationship to ensure client loyalty and satisfaction among these advisers.
• Foster strong relationships with top adviser, their office staff, and all key stakeholders linked to the advisers, such as franchises.
• Ensure exceptional service delivery in collaboration with internal teams.
• Maintain high-quality service touchpoints across Discovery Invest businesses.
• Contribute to the achievement of business targets and objectives.
• Strategically contribute to advisers’ business targets.
• Develop and implement client service strategies to enhance client experience.
• Promote a culture of continuous learning, innovation, and collaboration within the team.

Responsibilities

• Effectively manage relationships with top advisers to ensure outstanding service and appropriate service recovery where there are failures.
• Meeting directly with advisers regularly.
• Understand the advisers’ book and help ensure the achievement of business targets.
• Analyze and interpret raw data and take appropriate action. 
• Analyze what additional data will add value and initiate these requests.
• Work with Invest specialists to translate strategy into effective deliverables and ensure all related events are executed effectively.  This includes meeting advisers with the Invest specialists.
• Ensure advisers understand Discovery’s standpoint on affected regulations, instilling confidence in our business.
• Keep abreast of industry trends and practices, compliance and regulation impacting financial services.
• Work with existing support structures to redefine process efficiencies.
• Understand and articulate Discovery Invest’s service and product offering compared to competitors.
• Respond promptly to enquiries via various channels in a fast-paced environment.
• Resolve complex product and process-related queries and escalations.
• Engage actively with advisers across multiple platforms, which includes direct contact with these advisers on a regular basis.
• Manage reputational and financial risks in client interactions.
• Ensure client confidentiality and accurate processing of special transactions.
• Identify and recommend process and system enhancements.
• Enable a learning and growth culture by sharing information on successes, issues, trends, and ideas.
• Encourage innovation, change agility, and collaboration within the team.
• Actively manage engagement and development.

Education and Experience

• BCom degree or equivalent
• Minimum 5 years’ experience in the investment industry (essential)
• Minimum of 3 years’ demonstrated experience in a similar adviser relationship role
• Experience in various operation areas in the investment space, such as New Business, Servicing, Transfers, Withdrawals, etc
• Demonstrated Presentation experience
• Vast knowledge of relevant regulatory and compliance requirements
• Relevant product knowledge

Required skills

• Strong professional written and oral communication skills
• Deadline oriented
• Must be organized and demonstrate the ability to handle several competing priorities
• Ability to work in a fast-paced, pressurised environment
• Excellent problem-solving and analytical skills
• High level of attention to detail and accuracy
• Team player
• Self-motivated
• Excellent time management
• Adaptability and flexibility
• Resilience
• Strong presentation skills
• PowerPoint skills to create own presentations
• Computer proficient and working knowledge of desktop software applications (e.g. Word, Excel, and PowerPoint etc.)

Preferred skills and qualifications

• Compass experience
• Paradigm experience
• RE qualification (Regulatory Exam)
• Afrikaans as extra language