Client Experience Manager - Finance

• Build and maintain strong relationships with banking partners and clients
  
• Ensure a clear understanding of partner processes across operational teams
  
• Develop and implement strategies to enhance client retention and satisfaction
  
• Identify cross-selling opportunities that align with client needs
  
• Streamline business processes to improve service delivery
  
• Facilitate regular feedback channels between the company, clients and banking partners to drive continuous service improvement
  
• Maintain accurate and up-to-date documentation of all client-related processes
  
• Ensure that all client experience processes comply with internal and external policies, including financial regulations and service level agreements (SLAs)
  
• Provide regular progress reports to the COO, highlighting opportunities, risks and challenges
  
• Facilitate knowledge-sharing and training initiatives across internal teams to ensure alignment with client and partner requirements
  
• Lead negotiations and the finalisation of agreements with banking partners and clients, ensuring compliance with company and regulatory requirements
  
• Identify and acquire new clients for the company
  
• Identify cross-selling opportunities across business entities and implement the necessary actions to secure new business
  
• Conduct regular client engagement activities and account health checks
  
• Identify and acquire referral partners
  
• Achieve agreed sales targets
  

Requirements

• Grade 12
  
• Industry-related qualifications such as RE5 (Representative) and RE1 (Key Individual)
  
• Minimum of 3 years’ experience in the foreign exchange (FX) sector
  
• Sound knowledge of South African financial regulations
  
• Strong numerical, analytical, and communication skills
  
• Computer literate