Client Experience Manager - Finance

Position:
Client Experience Manager – Finance

• 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

• 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