Senior Manager Customer Experience

Job DescriptionThe Customer Service Professional handles complex administration across the value chain to ensure resolution as well as providing advice on Investment information, Investment Performance and scheme administration and is individually accountable for achieving results through own efforts. Manages the processes to perform end to end client resolutionMaintains client relationships in accordance with legislation, FSB regulations and good accounting practice.Manages and ensures instructions to the market are carried out accurately.Provides management information and executes action when required.Manages and provides expertise in applying and launching of new products, funds and systems.Manages and ensures that all month end deadlines and SLA requirements are met.Responsible for the documentation of all work processes.Manages and identifies enhancements required to improve Customer Experience, operational effectiveness and process automation.