Client Services relationship manager 0412

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