Our client is a leader in the investment management services arena and requires an experienced broker liaison consultant to manage their team of specialists.

Required Knowledge/Experience

Knowledge of Linked Products, Unit Trusts and Offshore Funds is essential
8 to 10 years experience, with minimum 4 years contact centre experience
Minimum of 3 years experience in managing a large team

Responsibilities include :
• Manage Team Performance
• Facilitates teamwork
• Facilitates motivated team
• Support and guidance to team
• Communication of all relevant information to team
• Recruitment interviewing
• Performance management (contracting; feedback; address non-performance)
• Facilitation of the identification of individual and team training gaps; and the facilitation of training individual / team solutions
• Coaching 
• Mentoring (guiding)
• Facilitation of disciplinary and grievance procedures
• Short term (daily) Operational planning (coordination of team functions)
• Staff capacity planning e.g. leave, etc.
• Team performance monitoring – monitors KPI’s; identifies trends; and addresses issues pro-actively
• Process improvement solutions
• Manage the quality and alignment of QA process
• Resolved escalated client problems / issues / complaints, queries
• Client relationship management (“inside Broker / Broker PA’s mind space”) – include Region, understanding their business, targets, etc.
• Manage own team’s relationships with Service Providers and Brokers / Broker PA’s
• Ad hoc project / forum representation