The Portfolio Head is a crucial figure responsible for achieving Strategic Objectives and Goals, ensuring efficient and exceptional service delivery to Financial Advisers and Clients, and managing, measuring, and optimising team performance across people, processes, systems, and resources. This role prioritises service improvement while maintaining compliance with policies, procedures, governance, and risk management. Additionally, the Portfolio Head plays an integral role within the RISO Service team by consolidating skills, knowledge, experience, processes, procedures, and systems for overseeing data management across the four RISO product lines. This role holds overall responsibility for the RISO data management and oversight team, including direct reports such as Service Managers and Specialists, as well as the broader team under the Service Managers' purview.
Requirements
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Duties and Responsibilities
People | Effectively leading a team | 30% of time focus
- Lead, support, coach, and motivate the team using the SLII model as well as to the agreed RISO strategy.
- Foster a positive work culture using the CARE model.
- Drive continuous learning and improvement.
- Recruit talent in line with Employment Equity principles.
- Engage with the team regularly and conduct performance management.
- Ensure performance management and disciplinary actions occur as needed and report at agreed intervals.
- Promote innovation, change agility, and collaboration.
- Encourage the team to embrace our GRIT values and actively participate in the recognition program.
- Proactively manage internal and external expectations.
- Develop personal and team expertise in terms of professional, industry, compliance, and legislative knowledge against the skills matrix.
- Proactively plan for succession and staff development.
- Create a culture of rewarding relationships and exceptional client service.
- Establish and maintain productive relationships with stakeholders.
- Cultivate and maintain relationships with Financial Advisors, branch distribution staff, and other stakeholders.
- Proactively build and maintain relationships with senior business partners.
Empower the delivery of top-tier legendary service quality within your designated scope.
- Supervision to guarantee that your Service Manager/s and the team:
- Deliver positive, seamless, professional customer service promptly.
- Maintain a consistent, differentiated client experience in a fast-paced environment.
- Create thoughtful, personalized responses for client needs.
- Maintain client confidentiality.
- Accurately capture and process client instructions within set timelines and quality standards.
- Obtain missing information, documentation and signatures following the respective guidelines.
- Meet service targets and exceed client expectations.
- Always adhere to product, legislative, and compliance processes.
- Adhere to Client Centric and Treating Customers Fairly Principles.
- Engage in a culture of suggesting improvements to enhance client service, reduce costs, boost efficiency, and mitigate risks.
- Actively participate in daily team huddles to support team goals and successes.
- Support the Momentum Investments service team in building a center of excellence through collaboration.
- Assist your Service Manager/s as necessary in addressing and resolving client inquiries and issues promptly and professionally, involving relevant internal and external parties as needed.
- Take responsibility for your team's daily and monthly targets, service level agreements, and client satisfaction, ensuring quality and timely production.
- Monitor and report on the performance dashboard managed by the Service Manager for each team member, which contributes to the team's overall performance dashboard, at agreed intervals. Additionally, review and track the report prepared by the Service Manager on the team's work queues, service levels, quality rates, turnaround times, lost call rates, work output per employee, etc., and report on it at agreed intervals.
- Provide insightful and relevant reports on operations and client services, emphasizing key insights, trends, root causes, and preventive measures, reporting at agreed intervals, including but not limited to the quarterly Market Conduct, CEO, and CAF reports.
- Manage both reputation and financial risk resulting from instructions and interactions with internal and external clients.
- Supervise the handling and resolution of escalated client complaints and inquiries from various sources.
- Enforce the complaints management approach by reviewing and monitoring reports prepared by the Service Manager/s on complaints, escalations, P&Ls, VOC/VOI/VOYC, etc. Ensure queries are tracked, resolved accurately, and used to enhance client service and business processes, reporting at agreed intervals.
- Coach, guide, and advise the team to promptly acknowledge and respond to complaints within agreed-upon SLAs or escalate them when necessary.
- Seek ways to improve efficiency, quality, and cost-effectiveness, and encourage your team to share improvement ideas.
- Assess operational processes for quality and effectiveness, making necessary adjustments.
- Assist the Service Manager/s in creating and updating standard operating procedures aligned with KB and Moodle, as needed, and ensure their ongoing relevance and currency.
- Manage company resources responsibly under your control.
- Ensure compliance, governance, and risk management within your team by implementing necessary controls to reduce risk.
- Manage internal and external audits and compliance reports for your team, ensuring timely feedback from you and your team.
- Explore innovative ways to position our business and services ahead of competitors during the FNZ transition.
- Perform resource planning to increase client satisfaction.
- Analyze reports and dashboards from Service Managers and others to plan for the future strategically.
- Address the competencies needed to achieve quality service experience Strategic Objectives and Goals by embracing complexity to provide simplicity and value.
