Service Manager, Chinese Sector

About the Role

This is an exciting opportunity for a driven individual to take charge of a significant client portfolio within the Chinese sector for a leading financial services organisation based in Johannesburg. The core of this position lies in nurturing and expanding relationships with clients from this specific market segment, ensuring that their financial needs are met with tailored solutions. Success in this role hinges on a deep understanding of both the clients' businesses and the nuances of the Chinese financial landscape. You will be instrumental in driving sustainable business performance by fostering loyalty, identifying new avenues for growth, and ensuring that every client interaction contributes positively to the organisation's objectives.

Your responsibilities will span a broad range, encompassing client relationship management, strategic development, and operational oversight. A key aspect will be forging and maintaining robust, long-term partnerships with clients, acting as their primary point of contact and trusted advisor. This involves providing insightful commentary on market trends and regulatory shifts that could impact their operations. You will also be tasked with ensuring the profitability and sound management of your assigned portfolio, which includes rigorous compliance and effective risk mitigation strategies.

Collaborating closely with various internal departments will be essential to deliver bespoke financial solutions that align with client requirements and the organisation's offerings. You’ll be actively seeking out and capitalising on opportunities to expand the Chinese sector portfolio. Furthermore, the role demands leadership in client engagement, staying abreast of evolving market conditions and regulatory changes pertinent to the Chinese financial sector. Mentoring junior team members and contributing to the broader business strategy through proactive stakeholder engagement and the application of your sector expertise will also be crucial components of your daily work.

The role involves:

• Managing and growing a client portfolio within the Chinese sector.
• Developing and maintaining strategic client relationships.
• Providing expert market insights and tailored financial solutions.
• Ensuring portfolio profitability, compliance, and effective risk management.
• Identifying and pursuing growth opportunities within the sector.
• Leading client engagements and monitoring market developments.
• Mentoring junior team members and contributing to business objectives.

What They're Looking For

To excel in this Service Manager position, a solid foundation in business and finance is paramount. Candidates should possess a relevant diploma in fields such as Business Commerce, Consumer Services, Finance, or a related discipline. While a diploma is the minimum requirement, an advanced degree in Finance or Business Administration, or professional certifications like CFA or FRM, would be highly advantageous. Crucially, you'll need a proven track record of managing client relationships and operations, ideally with 5-7 years of experience in a similar service management capacity.

A deep understanding of banking products, services, and channels is expected, coupled with specific experience or knowledge of the Chinese financial market and its regulatory environment. You should be adept at resolving complex client service issues and skilled at navigating interactions across multiple internal stakeholders. Strong analytical abilities, coupled with excellent communication and interpersonal skills, are vital for success. The ability to adopt practical approaches, articulate information clearly, challenge ideas constructively, and make sound decisions under pressure will be key attributes. A proactive mindset, with a capacity for strategic planning, risk awareness, and an understanding of compliance frameworks, is essential.

Key requirements include:

• Diploma in Business Commerce, Consumer Services, Finance, or related field.
• 5-7 years of experience in service management operations and client relationship management.
• Seasoned knowledge of banking products, services, and channels.
• Experience and understanding of the Chinese financial market and its regulations.
• Proven ability to manage client portfolios, ensure compliance, and mitigate risk.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent analytical, problem-solving, and communication abilities.

In South Africa, a role like this, managing significant client portfolios within a specialised sector for a large financial institution, would typically command a competitive salary, likely ranging from R500,000 to R800,000 per annum, depending heavily on experience and the specific organisational structure. Major banks and established financial services groups are the most common employers for such positions. Career progression could lead to more senior management roles, sector-specific directorships, or broader business development responsibilities within the organisation.

Minimum Qualifications
Type of Qualification: Diploma
Field of Study: Business Commerce, Consumer Services, Finance, or related field

Preferred Qualifications

• Advanced Degree in Finance, Business Administration, or related field
• Professional certifications such as CFA, FRM, or equivalent
• Experience with risk management and compliance in the financial sector
• Knowledge of regulatory requirements in the Chinese financial market

Experience Required
Service Management
Operations

5-7 years

• Advanced general client services and/or support capability with seasoned technical experience.
• Client relationship experience preferred.
• Experience resolving complex client services issues, with demonstrated ability to interact across multiple internal stakeholders.
• Seasoned knowledge and/or exposure to banking products, services and channels as well as relevant sector experience with a deeper understanding of relevant industries.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Checking Things
• Developing Expertise
• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Following Procedures
• Interpreting Data
• Making Decisions
• Managing Tasks
• Providing Insights
• Resolving Conflict
• Showing Composure
• Team Working
• Understanding People
• Upholding Standards

Technical Competencies:

• Business Administration Skills
• Business Development
• Client Knowledge
• Client Retention
• Coaching and Mentoring
• Compliance
• Data Analysis
• Data Management (Administration)
• Information Management
• Operational Planning
• Product and Services Knowledge
• Product Related Systems (Consumer Banking)
• Risk Awareness
• Risk Management
• Strategic Planning and Reporting
• Written Communication