57 Customer Service Management jobs in Johannesburg

Join to apply for the Service Manager: Client Support role at Momentum .

Momentum Securities provides a full range of stockbroking services supported by strong management and administrative capabilities. We pride ourselves on product innovation and client service. One of our key strengths is our ability to devise solutions for your individual needs, with all our expertise at your disposal. We provide a full range of stockbroking solutions including traditional trade executions (non-discretionary/self-managed portfolio), an advisory portfolio, full-service stockbroking services and specialist research integrating both a macro and micro market view.

The purpose of the Service Manager: Client services role is to provide guidance, instruction, direction, and leadership to the group of Client Services Specialists, to achieve key results. The team leader monitors the quantitative and qualitative output of the team, with a deep understanding of risk, compliance, the expectation of our regulators and the application thereof with in the team.

• Business related degree

• 5+ years related experience in the financial services industry
• Understanding and knowledge of the interpretation and application of the various industry bodies, i.e., JSE, FSB, FIC, NRC
• 3-5 years Supervisory Experience
• Sound knowledge of Stockbroking
• Risk and Compliance Experience advantageous

• Engagement and management of relationships with service providers and clients
• Build and maintain strong working relationships with existing institutional, internal as well as potential clients.
• Guide your team to follow-up and resolve client enquiries and problems through effective interaction with clients, product specialists, operations areas, and other internal or external staff and clients in a timely and professional manner in order to resolve queries and request for information.
• Engage in systems design and implementation to ensure quality service is delivered.
• Provide training and mentoring by making active daily contributions to help achieve team goals, targets, and successes.
• Ensure that existing projects are optimally and efficiently conducted from the Client Service perspective to support the overall Momentum Securities Client Support team, working together to create a combined centre of excellence.
• Participate and contribute to a culture of identifying and recommending improvements and changes that will facilitate and improve the client service experience, enhance cost effectiveness, increase operational efficiency, and reduce any risks or threats.
• Ensure that the organization’s strategic objectives are communicated and translated on system design.
• Offer support to Portfolio Managers and Stockbrokers alike, across all local and international platforms and associated product offerings.

• Efficiently managed cash inflows and outflows to and from various offshore custodial providers, ensuring accurate and timely transactions.
• Successfully balanced and reconciled data on the fee account with various offshore custodial providers, maintaining financial accuracy.
• Effectively oversaw the inflow and outflow of portfolios to and from various offshore custodial providers, ensuring smooth transitions.
• Ensured timely communication and election of offshore corporate action activities, maintaining compliance and operational efficiency.
• Oversee the management fee run on the offshore platform, ensuring accurate fee calculations and collections.
• Maintained secure and reliable offshore system access, supporting operational integrity and data security.
• Oversight over the full service-offering, providing insight and assistance to clients and team members.
• Deliver meaningful and relevant reporting on operations and client services functions, highlight insights, trends, root causes, how it can be prevented in future, etc., and report on agreed intervals.
• Ensure that continuous capacity reviews take place and raise ‘red flags’ in time for proper capacity planning into the future.

• Working closely with Settlement officer to ensure that we adhere to the JSE settlement rules
• Supporting daily trade allocations and adjustments where required
• Assisting with the maintenance of data integrity and mapping of accounts on an automatic trade allocation system

• Direct daily activities within the team to meet business efficiency and execution goals
• Proactively lead and shape new initiatives to meet organizational goals.
• Keep abreast of economic trends and developments within MMI’s investment environment
• Identify opportunities to continuously enhance and improve client engagement
• Continuous identification and implementation of best practice process and policies to guide the team and inform service improvements.
• Ensures that there is enough staff in place to meet the fluctuating demands of clients by effectively interpreting call volumes, ad hoc projects, and month end activities
• Assists with client escalations, complaints, and queries.
• Actively improve your and your teams’ performance, and drive personal development, including continuously improving knowledge and skills for personal growth and development.
• Continuously develop own and teams’ expertise in terms of professional, industry, risk, compliance, and legislative knowledge.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional consistent client service.
• Promote the Securities’ GRIT values and inspire the team.
• Proactively and positively manage internal and external expectations through periods of change.
• Promote our Strategic Objectives and Goals: Quality and Experience

• Take high-level responsibility for managing both reputational and financial risk, because of processing instructions as well as interactions, with both internal and external clients.
• Oversee the management and resolution of escalated client complaints/enquiries received through various channels and platforms.
• Drive the complaints management approach - review and track report prepared, recorded, and monitored by yourself on client escalated enquiries, complaints, client feedback processes and error corrections, and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes, and report on agreed intervals.
• Coach, guide and offer advice to the team to ensure that all complaints are acknowledged and responded to within agreed SLAs, and/or escalated when required.

• Guide the team to actively look for opportunities to enhance operational efficiencies to improve service delivery and quality, as well as to decrease cost, and pursue them. Inspire the Service Managers and their teams to proactively contribute ideas for continuous improvement.
• Ensure that you always evaluate the operational processes for quality, effectiveness, and service experience, and propose adjustments as required.
• Develop standard operating procedures in order to implement the optimal processes and procedures (effective, efficient and high-quality output). Ensure that it is kept relevant and up to date.
• Manage financial and other company resources under your control with due respect.
• Ensure that you pro-actively identify, evaluate, report and manage the risks in your area of responsibility by reviewing functions, processes, procedures, systems etc., ensuring that adequate controls are in place to mitigate risk.
• Review the control environment and culture to ensure that current controls are effective and efficient.
• Ensure that you implement and monitor the application of good governance and treat customers fairly (TCF) principles, as well as legislative compliance within the client service teams.
• Taking high-level responsibility for the teams internal and external audit as well as compliance reports – ensuring that the Service Managers provide feedback promptly, and that any system/process/procedure/etc. is amended or improved to prevent repetition of failure or risk in the future.

• Checking things : Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
• Examining information : Analyses and processes information; asks probing questions; strives to find solutions to problems.
• Following procedures : Conforms and adheres to rules; closely follows instructions and procedures; minimises risks by sticking to processes.
• Managing tasks : Manages tasks by being organised and methodical; plans activities systematically; sets priorities for tasks.
• Taking action : Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.
• Upholding standards : Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
• Conveying self confidence : Is self-assured and projects inner confidence; is confident and determines own future; values own contributions.
• Deciding and Initiating Action: Makes prompt, clear decisions, which may involve tough choices or considered risks. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence, and works under own direction. Initiates and generates activity.
• Delivering results and meeting customer expectations: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical, and orderly way. Consistently achieves project goals.
• Persuading and Influencing: Makes a strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others. Manages conflict. Makes effective use of political processes to influence and persuade others.
• Directing people : Is comfortable leading people; coordinates and directs groups; seeks to control things.

Enquiries:

• Mid-Senior level

• Full-time

• Other

Overview

Role Purpose

The purpose of the Service Manager: Client services role is to provide guidance, instruction, direction, and leadership to the group of Client Services Specialists, to achieve key results. The team leader monitors the quantitative and qualitative output of the team, with a deep understanding of risk, compliance, the expectation of our regulators and the application thereof within the team.

Qualifications

• Business related degree

Experience

• 5+ years related experience in the financial services industry
• Understanding and knowledge of the interpretation and application of the various industry bodies, i.e., JSE, FSB, FIC, NRC
• 3-5 years Supervisory Experience
• Sound knowledge of Stockbroking
• Risk and Compliance Experience advantageous

• Engagement and management of relationships with service providers and clients
  • Build and maintain strong working relationships with existing institutional, internal as well as potential clients.
  • Guide your team to follow-up and resolve client enquiries and problems through effective interaction with clients, product specialists, operations areas, and other internal or external staff and clients in a timely and professional manner in order to resolve queries and requests for information.
  • Engage in systems design and implementation to ensure quality service is delivered.
  • Provide training and mentoring to help achieve team goals, targets, and successes.
  • Ensure that existing projects are optimally and efficiently conducted from the Client Service perspective to support Momentum Securities Client Support team.
  • Participate and contribute to a culture of identifying and recommending improvements to facilitate and improve the client service experience, increase cost effectiveness, and reduce risks.
  • Ensure that the organization’s strategic objectives are translated into system design.
  • Offer support to Portfolio Managers and Stockbrokers across local and international platforms and product offerings.

• Management and monitoring of international offering
  • Efficiently manage cash inflows and outflows to and from offshore custodial providers, ensuring accurate and timely transactions.
  • Balance and reconcile data on the fee account with offshore custodial providers, maintaining financial accuracy.
  • Oversee inflow and outflow of portfolios to and from offshore custodial providers, ensuring smooth transitions.
  • Ensure timely communication and election of offshore corporate action activities, maintaining compliance and operational efficiency.
  • Oversee the management fee run on the offshore platform, ensuring accurate fee calculations and collections.
  • Maintain secure and reliable offshore system access, supporting operational integrity and data security.
  • Provide oversight over the full service-offering, providing insight and assistance to clients and team members.
  • Deliver meaningful reporting on operations and client services functions, highlighting insights, trends, root causes, and preventive actions, at agreed intervals.
  • Ensure capacity reviews take place and raise red flags in time for capacity planning.

• Trade Support
  • Work closely with Settlement officer to ensure adherence to JSE settlement rules.
  • Support daily trade allocations and adjustments as required.
  • Assist with maintenance of data integrity and mapping of accounts on an automatic trade allocation system.

• People Management
  • Direct daily activities within the team to meet business efficiency and execution goals.
  • Lead and shape new initiatives to meet organizational goals.
  • Keep abreast of economic trends and developments within MMI’s investment environment.
  • Identify opportunities to continuously enhance client engagement.
  • Implement best practice processes and policies to guide the team and inform service improvements.
  • Ensure sufficient staffing to meet fluctuating client demands and assist with client escalations, complaints, and queries.
  • Promote continuous development of knowledge and skills for personal and team growth.
  • Develop expertise in professional, industry, risk, compliance, and legislative knowledge.
  • Cultivate a culture of rewarding relationships and exceptional client service.
  • Promote the company values and manage stakeholder expectations through periods of change.
  • Support Strategic Objectives and Goals: Quality and Experience.

• Escalations, complaints, errors, client feedback
  • Take high-level responsibility for managing reputational and financial risk from processing instructions and interactions with clients.
  • Oversee management and resolution of escalated client complaints/enquiries.
  • Drive the complaints management approach and ensure queries are tracked, resolved, and used to improve processes.
  • Coach and provide guidance to the team to ensure timely acknowledgment and response to complaints per SLAs.

• Processes, procedures, systems, efficiencies, cost effectiveness
  • Identify opportunities to enhance operational efficiencies, improve service delivery, reduce cost, and pursue continuous improvement.
  • Evaluate processes for quality and service experience and propose adjustments.
  • Develop standard operating procedures to implement optimal processes and ensure they stay current.
  • Manage financial and other resources with due respect.

• Governance, risk and compliance
  • Proactively identify, evaluate, report, and manage risks; implement controls to mitigate risk.
  • Review control environment and culture to ensure effectiveness.
  • Ensure governance and Treating Customers Fairly (TCF) and legislative compliance within client service teams.
  • Take responsibility for internal and external audits and compliance reports, ensuring improvements are made to prevent recurrence of failures or risks.

Note: As an applicant, please verify the legitimacy of this job advert on our company career page.

• Mid-Senior level

• Full-time

• Other

End of description

Johannesburg, South Africa | Posted on 02/24/2025

We are looking for a motivated and ambitious Technical IT Sales Graduate to join our Johannesburg office. This role is the perfect opportunity to kick-start your career in IT, with hands-on experience, industry certifications, and mentorship from senior professionals.

As a Technical IT Sales Graduate, you will:

• Implement Business Applications – Assist in deploying, configuring, and customizing leading IT solutions for clients.
• Provide Client Support – Troubleshoot and resolve client requests related to software applications and IT infrastructure through the service desk.
• Engage with Clients – Communicate technical solutions clearly to both technical and non-technical users.
• Undergo Training & Certification – Receive structured training in leading IT and networking applications, gaining industry-recognized certifications.
• Collaborate with Senior Professionals – Work alongside industry experts on real-world projects to develop your technical and consulting skills.

What we offer:

• Hands-on experience in IT consulting and business application implementation.
• Training and certification in leading IT and networking technologies.
• Mentorship from senior industry leaders.
• A dynamic and growth-focused work environment.

If you’re eager to build a career in IT, gain real-world experience, and work with top professionals in the industry, we want to hear from you!

• Recent graduate with a Bachelor’s degree in IT, Computer Science, Information Systems, Finance, SCM or a related field.
• Passion for technology and a willingness to learn.
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to engage with clients.
• Basic understanding of IT systems, networking, or business applications (advantageous but not required).

You will build and maintain strong Client relationships, schedule project delivery, manage Client feedback and satisfaction, and capture Client requirements, among other responsibilities. The successful candidate will be joining a fun and supportive team who value each others input. We encourage individuals to put forward innovative ideas on how we can work smarter and provide a better experience for our Clients. This role is one that requires a solutions-focused and proactive individual who shows initiative, you are making important day-to-day business decisions and need to be self-motivated, escalating as required. You are required to interface internally and externally. You will play a key role in ensuring our Clients receive a high-quality service through managing the often complex logistics surrounding the delivery of our services.

Our accounting and advisory firm is seeking a Customer Relations Manager (CRM) to join our professional team. The CRM will be responsible for managing and servicing our existing client base, ensuring that they receive outstanding support across accounting, tax, and advisory matters, while also assisting with financial planning and investment-related services.

This role is ideal for a candidate with strong relationship management skills who is either qualified or working towards their CFP / CFA designation and is eager to build long-term client relationships within a professional practice environment.

Key Responsibilities

Serve as the primary relationship manager for an allocated portfolio of clients.

Coordinate between clients and the firm’s accounting, tax, and advisory teams to ensure timely service delivery.

Provide support with client onboarding, compliance documentation, and reporting.

Engage with clients on financial planning, wealth, and investment matters under the guidance of senior professionals.

Maintain accurate records of client interactions and ensure regulatory compliance.

Assist with client reviews, preparation of reports, and follow-ups after meetings.

Identify opportunities to add value and strengthen client relationships.

Minimum Requirements

NQF Level 6 or 7 qualification in Accounting, Finance, or related field.

Currently studying towards or holding a CFP (Certified Financial Planner) or CFA (Chartered Financial Analyst) designation.

Strong communication and relationship management skills.

Excellent organizational skills with attention to compliance and deadlines.

Ability to manage multiple clients in a structured, professional manner.

Desired Attributes

Professional, ethical, and client-focused mindset.

Solid understanding of accounting / tax processes with exposure to financial planning concepts.

Analytical and problem-solving abilities.

Proactive, adaptable, and detail oriented.

Working Hours

Monday - Friday, 08 : 00 – 17 : 00

Remuneration

Based on qualifications and experience when applying please advise your salary expectations.

Important :

If you do not hear from us within 14 days, please consider your application for this role unsuccessful. By submitting your application for this position, you consent to the retention of your personal information in our database for future employment opportunities. You also grant permission for your details to be reviewed by third parties solely for recruitment and employment purposes. Additionally, you confirm that all information provided is accurate and truthful.

Our client, a respected name in the automotive retail industry , is seeking an experienced and dynamic Customer Relations Manager (CRM) to lead the after-sales and service team at their dealership in Johannesburg.

This is an excellent opportunity for a high-performing individual with leadership experience in the automotive sector who is driven by customer satisfaction, team management, and business growth.

Location: Johannesburg

Salary: R20,000 R28,000 Basic + Commission & Incentives