Specialist, Onboarding - 12-month FTC

Liberty is seeking a dedicated Specialist to manage onboarding operations for a 12-month fixed-term contract. This Johannesburg-based role is crucial in ensuring that clients receive a world-class onboarding experience, driven by efficient and high-performing operational teams.

About the role

The core of this position involves overseeing the daily functioning of the onboarding operations teams. You will be responsible for driving performance and ensuring that every client's onboarding journey is exceptional. This requires a deep understanding of operational best practices and a commitment to maintaining world-class standards. You will need to be adept at managing teams, optimising processes, and fostering an environment of continuous improvement. The goal is to deliver a seamless and positive experience that sets a benchmark for service delivery within the organisation.

Your responsibilities will encompass a range of critical functions designed to enhance the onboarding process:

• **Operational Oversight:** Manage and direct the daily activities of the onboarding operations teams, ensuring smooth and efficient workflow.
• **Performance Management:** Drive optimal performance within the teams, setting clear objectives and monitoring progress towards key performance indicators.
• **Client Experience:** Champion an exceptional onboarding experience for all clients, ensuring their needs are met with professionalism and efficiency.
• **Process Improvement:** Identify opportunities for enhancing operational practices and implementing innovative solutions to streamline processes.
• **Risk and Compliance:** Ensure all onboarding activities adhere to relevant banking regulations and compliance frameworks.
• **Team Development:** Provide guidance and support to team members, fostering a culture of learning and development.
• **Collaboration:** Work closely with various stakeholders across the organisation to ensure alignment and effective service delivery.

What they're looking for

The ideal candidate will possess a strong blend of behavioural and technical competencies, along with relevant experience and qualifications.

**Key Competencies:**

• **Behavioural:** Developing Expertise, Embracing Change, Examining Information, Exploring Possibilities, Generating Ideas, Interacting with People, Interpreting Data, Making Decisions, Managing Tasks, Resolving Conflict, Thinking Positively, Upholding Standards.
• **Technical:** Automation Acumen, Automation Enablement, Automation Literacy, Client Relationship Management, Coaching and Mentoring, Operational Practices, Collaboration, Continuous Improvement, Creative Problem Solving, Operations Risk Management, Resource & Capacity Optimization.

**Qualifications and Experience:**

• An Advanced Diploma in Business Commerce or a related field.
• A minimum of 5-7 years of experience in Service Management and Operations.
• 5-7 years of experience with advanced banking regulatory and compliance requirements.
• Proven experience in general client services and/or support, with strong technical expertise in client onboarding.
• Experience with a Linked Investment Service Provider (LISP) platform would be considered advantageous.

This role offers an exciting opportunity to contribute to a leading financial services group that is passionate about creating growth in Africa. You will be part of a dynamic environment, working alongside talented professionals to deliver significant value to clients and the communities served.

In South Africa, roles involving operational management of client onboarding within the financial services sector typically require a solid understanding of regulatory environments and customer service excellence. While salaries vary based on experience and the specific institution, individuals in specialist operational roles with significant experience often command competitive remuneration packages. Employers commonly include major banks, investment houses, and other financial services providers. Career progression can lead to managerial positions within operations, client services, or compliance departments.

Type of Qualification: Advanced Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
5-7 years
Advanced banking regulatory and compliance experience

5-7 years
Advanced general client services and / or support experience with seasoned technical experience in client onboarding

Experience with (Linked Investment Service Provider) LISP platform would be advantageous