Client Services relationship manager 0412
Client Services relationship manager 0412
Client Services relationship manager 0412
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Private <strong>Client</strong>s, Transactional<br />
<strong>Services</strong><br />
Job description<br />
Recruitment of a <strong>Client</strong> <strong>Services</strong> Relationship Manager –<br />
Johannesburg<br />
Maitland is a privately owned, international firm providing legal and wealth services to private, corporate and institutional clients. We<br />
provide the highest levels of expertise and competence and work in a way that is uniquely personal, proactive and responsive.<br />
The firm was founded in Luxembourg in 1976 and now employs over 550 people in 11 offices across Europe, the Caribbean and<br />
South Africa. Maitland has over $125 billion in international assets under administration<br />
An opportunity has arisen for a <strong>Client</strong> <strong>Services</strong> Relationship Manager to join our Johannesburg office.<br />
Summary of the position<br />
The successful applicant will be expected to provide a client <strong>relationship</strong> management service, to monitor client service delivery and<br />
to consult with clients and respond to enquiries related to the estate planning, Wills drafting and estates administration service<br />
provided by Maitland. These queries may include information on a specific matter under administration, the details about a<br />
particular Maitland product or service, the resolution or prevention of service breakdowns and general attendance on client related<br />
matters. An important component of the role is to ensure that matters are correctly taken on and administered; that all interactions<br />
with and services rendered to the client are handled in a timely manner; that there is clear communication with the client and with a<br />
quality of response that continually exceeds the client’s expectations. Every contact with a client should be seen as an opportunity<br />
to meet our business goal of acquiring new and retaining existing <strong>relationship</strong>s.<br />
Outline of main duties and responsibilities<br />
The successful applicant will be expected to:<br />
Deceased estates client service<br />
• Arrange and participate in client meetings and provide service management to facilitate the take-on of new deceased estate<br />
administration matters in the Johannesburg office, as and when we receive new instructions, and ensure the efficient insourcing<br />
of the administration work to the Durban office;<br />
• Develop a complete understanding of Maitland’s deceased estates services, procedures and of each client’s needs;<br />
• Maintain an ongoing <strong>relationship</strong> with the client during the course of the matter with a view to ensuring clear communication with,<br />
and a successful rendering of the deceased estates administration service to, the client;<br />
• Develop a complete understanding of all procedural and compliance issues relating to the administration of deceased estates and<br />
Maitland’s internal processes;<br />
• Ensure that we implement and maintain a client care program for deceased estates administration;<br />
• Hold regular meetings with the deceased estates administration team to ensure that clients consistently receive the level of<br />
service required and that any issues are communicated and dealt with proactively;<br />
• Assist with complaint resolution and escalate client queries or issues to the client’s Key Account Manager or the Team Leader –<br />
Estates Administration as required;<br />
• Accept appointment as the nominated representative of Maitland in relation to executorships, where required;<br />
• Ensuring that Maitland fulfils its role as executor or agent of the executor, and as such, performs its duties and responsibilities in<br />
accordance with its powers;<br />
Estate planning and Wills<br />
• Consult with clients and provide advice on tax, estate planning and Wills;<br />
• Drafting of Wills and ancillary estate planning documents;<br />
• Assist with bringing all information in the Wills database in Johannesburg up to date;<br />
• Work with colleagues on the national Wills strategy to:<br />
• Implement and maintain the Wills new business initiative and intermediary strategy to ensure that the Wills stock is and<br />
remains viable;<br />
• Ensure that Maitland is carrying out its duty as custodian of existing Wills;<br />
• Review existing Wills.<br />
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Trusts<br />
• Provide technical legal support to the Private <strong>Client</strong>s Transactional <strong>Services</strong> team on tax and other issues, including advice on the<br />
establishment and administration of trusts to ensure that such structures are implemented correctly;<br />
• Have experience in the drafting and interpretation of contracts, especially trust deeds and ancillary trust documentation;<br />
• Provide backup to the Private <strong>Client</strong>s Transactional <strong>Services</strong> team in the provision of all trust related services offered by Maitland;<br />
• Keep abreast of new developments and legislation which have an influence on the activities within the Private <strong>Client</strong>s<br />
Transactional <strong>Services</strong> team;<br />
• Have the ability to provide backup to the Manager - Private <strong>Client</strong>s Transactional <strong>Services</strong>.<br />
Business development<br />
• Work with the New Business Development team and other colleagues to:<br />
• Establish a regularly updated database of existing Private <strong>Client</strong> opportunities prioritised by prospective rankings.<br />
• Assist in the development of a Private <strong>Client</strong> communication strategy to enhance the cross selling opportunities;<br />
• Assist in the promotion of the Maitland service catalogue to existing clients and in the development and maintenance of the<br />
marketing, sales and product information packs targeted at the defined service offering;<br />
• Explain the respective services and related procedures clearly and simply to clients whilst promoting Maitland’s brand values;<br />
• Work with the centralized marketing function to ensure appropriately targeted marketing and profile raising activities.<br />
General<br />
• Maintain professional working <strong>relationship</strong>s with other service areas within Maitland;<br />
• Develop a good understanding of Maitland’s systems and where required use the systems to ensure service delivery to the client.<br />
Skills and experience required<br />
The successful candidate will have:<br />
Personal attributes<br />
• A service-orientated, dynamic, people’s person with ability to build the business;<br />
• The ability to deal with clients empathetically and patiently in potentially emotional situations whilst maintaining a professional<br />
manner at all times – to be ‘the shoulder to cry on’ during the deceased estates administration process;<br />
• Excellent communication and interpersonal skills;<br />
• A high degree of diplomacy, tolerance, natural confidence and enthusiasm;<br />
• A track record of successfully working within a team;<br />
• The ability to work in a pressurised and demanding environment;<br />
• The ability to remain highly motivated and focused towards the key measurements of the job.<br />
Business skills/experience<br />
• A sound knowledge of fiduciary services including tax, estate planning, Wills drafting and deceased estates and trust<br />
administration is essential;<br />
• Drafting of Wills, trusts and related documentation as well as any legal agreements or other documentation which may be<br />
required connection with deceased estates and trusts under administration;<br />
• Able to work with teams involved in multiple disciplines across different locations;<br />
• The ability to deal with both operational/procedural and client issues;<br />
• A good working knowledge of MS office and IT packages (particularly LegalEase or a similar deceased estates administration<br />
programme);<br />
• The ability to take ownership of individual issues and ensure they are resolved to the satisfaction of the client and Maitland.<br />
Industry skills/experience<br />
• Must demonstrate a consciousness and awareness of our market intelligence and an ability to build the business;<br />
• Solid track record of:<br />
• Consulting with clients, Wills drafting, estate planning and deceased estates and trust administration processes and procedures;<br />
• Exposure to insourcing processes and strategies.<br />
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Reporting structure<br />
The <strong>Client</strong> <strong>Services</strong> Relationship Manager will report to the Manager- Private <strong>Client</strong> Administration services<br />
Remuneration level<br />
Remuneration will be market related and commensurate with experience and seniority. In addition, the successful candidate will<br />
receive a competitive benefits package and be eligible to participate in the firm-wide discretionary bonus scheme.<br />
Contact<br />
Interested applicants may contact lynn.alkana@maitlandgroup.co.za<br />
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