Client Relationship Officer

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards Understand and manage risks and risk events (incidents) relevant to the role.
 
Overall Job Purpose
To support the strategic objectives of  Stockbrokers by managing aspects of the International Trading Platform, World Trader, in order to build client relationship capability through continuous improvement of business processes, client interface, client systems and service turnaround times

| Key Accountabilities | Accountability: Client Relationship ·       Obtain client data from various client systems including but not limited to BDA, Saxo tools and utilize data to identify client needs based on trends and client activity to improve client activity to improve client experience on the World Trader platform. ·       Developing of methodologies and processes to better mine the existing client database to improve business inflows. ·       Co-ordinate and monitor the implementation of these methodologies and processes. ·       Set service standards and strategies in line with market benchmarks and monitor success and failures on an ongoing basis. ·       Maintain regular contact between the client relationship administrators to maximize client satisfaction ·       Placing and monitoring of trades via Desktop Trader. ·       Keep records of all personal interactions, communication with clients and research in order to create intellectual knowledge in terms of understanding customer needs. ·       Provide clients with correct facts, based on in depth investment knowledge and facts, for both local and offshore trading. ·       Provide analysis of the financial markets. 
Accountability: Complaints handling ·       Maintain an effective customer complaints register to ensure that all customer complaints are appropriately recorded and the resolution process is effectively managed for each client complaint. ·       Analyze complaints by identifying concerns and required action for implementation. Route the complaints to the relevant business unit for resolution. ·       Track & monitor the handling of complaints and assess the outcome from the business unit. Ensure that the client’s viewpoint is given appropriate consideration. ·       Escalate appropriately in the event that the outcome is not satisfactory or if there is no feedback received from a particular business unit. ·       Communicate legitimate client complaints to Senior Management to help determine whether there is a need for changes in company policies, processes and procedures. ·       Monitor Complaints’ SLA with the various business units and provide timeous feedback/progress report as per the customer complaints policy requirements. ·       Familiarize yourself with the consumer protection laws and with the operations of third-party dispute mechanisms to which particularly difficult complaints may need to be referred. ·       Provide advice, assessment and recommendations to Senior Management to address issues identified. 

Accountability: Management reporting 

·       Develop & put in place the appropriate metrics to derive and measure client care satisfaction & fairness levels.

·       Prepare and analyze complaints reports on a quarterly basis; pick up trends and formulate recommendations for Senior Management.

·       Prepare quarterly reports on client experience and satisfaction levels and propose recommendations on how to improve the current service levels.

·       Prepare monthly reports providing information on but not limited to trade volume, on-boarding and AUM. As the business grows the World Trader CRO will be required to make a call on relevant information that needs to be included in this report.

 Role / PersonSpecification | Education and Experience Required
· Five (5 ) years’ experience on JSE BDA system
· Five (5) years’ local trading experience
·  Two (2) years international trading experience
·  Two (2) years experience on the Saxo white Label Trading Platform (including CCM, Desktop trader and Webtrader
·  Traders Exam as approved by JSE via SAIFM  Knowledge & Skills: (Maximum of  6)
·  Knowledge of Systems (MCI, JSE system, I Net, BDA, Webtrader, CCM )
· Computer literacy (MS Office)
·  Knowledge of Investment industry
·  Administrative Skills
·  Written and verbal communication skills
· Basic accounting skills
· Problem solving skills
Competencies: (Maximum of 8 competencies) 
·       Adhering to principles and values
·       Applying expertise and technology 
·       Coping with pressures and setbacks 
·       Deciding and initiating action 
·       Delivering results and meeting customer expectations 
·       Following instructions and procedures 
·       Planning and organising