Client Service Manager – (Client Service Centre - Retail LISP) - Cape Town

Sygnia is an innovative FinTech company based in South Africa and listed on the main board of the JSE. The company provides asset management, stockbroking and administration services, as well as a wide range of savings products, to institutional and retail clients. Everything we do is supported by leading-edge technology platforms. Sygnia offers a dynamic, fast-paced and performance-driven environment that values innovation, accountability and continuous improvement. Employees are encouraged to think independently, take ownership and contribute meaningfully within a collaborative culture.

The Role:

The Client Service Manager is responsible for leading and managing the Retail business Client Service Centre (CSC). The role ensures the delivery of high-quality, efficient, and compliant client service across all client touchpoints, including internal stakeholders, existing and potential clients, financial advisors and assistants, and third-party vendors. The incumbent will drive service excellence, operational efficiency, and team performance while ensuring adherence to regulatory requirements and internal service standards. The Client Service Manager pursues new technological advancements to facilitate the automation and future AI integration prospects for the CSC. A critical component of the role is the development, coaching, and empowerment of the Team Leader, who directly manages the team of Client Relationship Managers (CRMs) who service direct clients, ensuring strong frontline leadership for the entire servicing team, and consistent high quality service delivery standards.

The duties and responsibilities of this position include (but are not limited to):

Leadership & Team Development

• Lead and manage the overall CSC structure, with a strong focus on building an effective leadership layer.
• Conduct regular one-on-ones with the Team Leader focused on:
  • Mentorship and coaching
  • Leadership capability
  • Decision-making
  • People and Performance management skills
  • CSC operations
• Oversee the Team Leader’s management of:
  • Attendance and workforce planning to meet service demand
  • Regular team huddles and coaching
  • Performance management of CRMs
• Foster a high-performance, client-centric culture through strong frontline leadership.
• Lead, motivate, and develop a team of client relationship managers.
• Set clear performance objectives aligned to business KPIs for Team Leader and servicing team.
• Conduct performance reviews, coaching sessions, and career development planning with advisor relationship managers.
• Ensure succession planning and leadership pipeline development within the team.

Client Service Delivery

• Ensure service levels (SLAs) and turnaround times (TATs) are consistently met or exceeded.
• Oversee the operation of all inbound and outbound client interactions (calls, emails, digital channels).
• Provide accurate and regular reporting and assessment of monthly indicators and develop strategies accordingly.
• Analyse data to identify trends and drive continuous improvement.
• Handle escalated advisor and client queries and complaints with professionalism and urgency.
• Maintain strong relationships with internal stakeholders.
• Ensure a seamless and positive client experience across the full advisor and client lifecycle

Operational Management

• Monitor workflow, volumes, and service metrics to optimise efficiency.
• Manage day-to-day operations of the CSC.
• Identify process bottlenecks and implement improvements across servicing and Retail operations.
• Collaborate with internal teams (operations, IT, compliance, product) to resolve issues.
• Maintain strong relationships with external vendors to ensure operational CSC systems and accurate reporting thereof.
• Manage accounts of CSC systems.

Continuous Improvement & Change Management

• Support system enhancements and digital transformation initiatives.
• Lead change management efforts within the team.
• Drive initiatives to improve advisor and client experience, and operational efficiency.

Qualifications and Experience:

• Relevant undergraduate or postgraduate degree (preferable)
• 5 years’ experience in:
  • Financial services/Asset management – specifically in a LISP environment
  • Client service and CSC operations
  • At least 3 years’ in a leadership role
  • Strong understanding of:
    • Retail LISP investment products (unit trusts, ETFs, retirement products, etc.)
    • LISP platforms and corresponding administration processes
    • Client Service Centre technologies (telephony system, core CRM system etc.)
    • Foundation of regulatory frameworks (FAIS, FICA, POPIA etc.)

Core Competencies:

• Client-centric mindset that prompts urgent execution
• Strong leadership and team development
• Decision-making and problem-solving
• Strong communication (verbal and written)
• Emotional intelligence and resilience
• Passionate about operational excellence & process improvement
• Data analysis and reporting
• Conflict resolution and complaint handling
• Stakeholder engagement and efficient account management of vendors
• High attention to detail and accuracy
• Ability to work under pressure in a fast-paced environment
• Proactive and solution-driven
• Strong accountability and ownership
• Adaptability to change, and sets the pace for change within the CSC sphere

Closing date: 24 April 2026