Administration Manager: Client Due Diligence

Introduction Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses. Visit us at www.momentumgroupltd.co.za

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose To manage the Client Due Diligence (CDD) Client Services function and team, ensuring the efficient collection, validation, and administration of client information and supporting documentation aligned to regulatory requirements. The role leads a team responsible for liaising with clients and brokers. The primary goal is to optimise the client experience and maintain collaboration and Service Level Agreements (SLAs) with the CDD Analyst team through managing information requests, requesting outstanding requirements, and facilitating the smooth progression of CDD cases.

Requirements Experience And Qualifications

• Grade 12
• A relevant tertiary qualification in Business, Finance, Compliance or a related discipline is preferred
• A Minimum of 5- 7 years’ client service experience in the financial services industry
• Experience managing client information, documentation, and onboarding processes
• Working knowledge of CDD/KYC requirements and client data management if preferable
• Proficiency in Microsoft Office, i.e., Excel
• Orbit experience is preferrable

Duties & Responsibilities Client Due Diligence Operations & Stakeholder Management

• Manage and oversee the end-to-end front-end CDD workflow, ensuring the timely collection, validation and administration of client information and supporting documentation from initiation through to review completion.
• Lead engagement with clients, brokers, intermediaries and internal stakeholders to obtain information, resolve queries and manage outstanding requirements within agreed service levels.
• Act as the escalation point for data collection challenges, stakeholder issues and aged cases, driving timely resolution and progression of CDD matters.
• Build and maintain strong stakeholder relationships to support an efficient, consistent and client-centric CDD process.
• Collaborate closely with the CDD Analyst team to ensure collection requirements remain aligned to regulatory, policy and RMCP changes, enabling effective handovers and seamless workflow progression.

Operational Excellence, Reporting & Continuous Improvement

• Monitor and manage workflow performance, productivity, turnaround times, ageing cases and service delivery metrics across the CDD function.
• Develop and maintain operational dashboards and management reporting, providing insights on pipeline volumes, trends, SLA performance, client experience and key operational risks.
• Track rejections, returns and recurring collection issues, implementing corrective actions to address root causes and improve process effectiveness.
• Drive automation, optimisation and continuous improvement initiatives to enhance efficiency, scalability, quality and consistency within the CDD process.
• Contribute to the establishment, monitoring and ongoing review of service levels and operational standards across the end-to-end CDD process.

People Leadership & Capability Development

• Lead, coach and support the CDD Client Services team to deliver high-quality service, achieve operational objectives and maintain regulatory compliance.
• Implement effective workforce planning and resource allocation practices to ensure appropriate capacity and service delivery against agreed turnaround times.
• Manage individual and team performance, setting clear expectations, monitoring outcomes and addressing performance gaps where required.
• Provide specialist guidance and support to team members and stakeholders on CDD information gathering, administration and process requirements.
• Foster a culture of accountability, collaboration, continuous improvement, innovation and high performance aligned to organisational values and client service excellence.

Competencies

• Business Acumen.
• Stakeholder management.
• Data-Driven Management.
• Process management.
• Leading Change and Innovation.
• Client Orientation.
• Self-Awareness and Insight
• Clear Communication.