KEY PERFORMANCE AREAS

1.    Sales

·         Responsible for sales and promotion of Capricorn Unit Trust fund to various distribution channel

·         Be up to date with all the information and fine details of CUT funds and CAM services.

·         Adopting Digital transformation culture

·         Provide product information on the following:

o   Capricorn Unit Trusts (CUT);

o   Republic of Namibia Treasury Bills, Government bonds;

o   Bank Windhoek investment products.

·         Assess clients’ investment needs, objective(s) and risk tolerance; and provide them with suitable investment option via Pocket Risk App profiling

·         Responsible to ensure that sales objectives, AUM and Management Fees targets are met as per Segment

·         Identify cross-selling opportunities and forward to responsible person.

·         Nurturing marketing qualified leads to different Segment channels and ensure closing of Sale.

·         Responsible for resolving the various distribution channels’ service queries quickly, efficiently and courteously and within short timeframes

·         Liaise with the various distribution channels to fulfil their investment needs and provide full investment support

·         Primarily responsible with planning, scheduling and coordinating of all Branch, Retail, Wealth and Digital support activities

·         Primarily responsible for implementing new and improved Branch, Retail, Wealth and Digital service procedures and system-based management tools/solutions

·         Primarily responsible in developing business by expanding distribution channels, analysing logistical problems and producing new solutions

·         Primarily responsible in the development of information systems to assist the distribution channels to properly service and inform respective clients

·         Primarily responsible for conducting market intelligence and sales reporting

·         Primarily responsible for planning, scheduling and coordinating of various distributions channels support activities

·         Primarily responsible with engaging with the various distribution channels pre and post sales

2.    Customer

• Responsible for the maintenance of existing client relationships and the growth thereof
• Support FIA compliance through collation of all relevant client documentation on existing and new clients (KYC and EDD).
• Facilitation of on boarding new clients through BW Branches and walk-in clients.
• Ensure that customer complaints are handled immediately with positive results and respond to all service delivery issues.
• Ensure client instructions are carried out and processed
• Acts as custodian of CAM Client Service Charter and review CAM Client Service Charter as per mandated frequency

3.    Digital Platform

• Assist in promoting the digital platform to all clients and business partners.
• Embrace digital client engagement methods for ongoing client/prospect.
• Provide technical support to all Capricorn Online users.

4.    Support

• Liaise with BW Branches regarding transaction and account queries
• Provide quotations on request
• Ensure that BW Branches has a CAM point of contact.
• Assist and Guide broker clients with general queries regarding products, services, business procedures and legislative requirements.
• Acts as liaison between CAM and brokers regarding transaction and account queries
• Support all marketing endeavours, implementation and execution.
• Assist with collation of existing client documentation

5.    Risk and Compliance

• Ensure proper knowledge and compliance to systems, policies and procedures in channel support department.

6.    FIA Compliance

• Re-verification of clients EDD / CDD as required by the Regulator and updating clients’ records.
• Responsible for updating clients’ records where documents expire (Passports, Visas, etc.)
• Reporting on remediation of alerts and applicable documentation reverifications actioned on clients’ records.
• Liaise with the AML Compliance Officer on any irregularities with regards to AML compliance, to ensure proper managing of changes.
• Ensure that clients’ onboarding documentation is in line with the required policies, procedures and manuals.
• Oversee sanction screening on all new business relationships entered with clients.
• Manage the restrictions and client communication/correspondences.
• Responsible that all EDD and CDD documents obtained with the onboarding process is saved and archived in accordance with our regulatory requirements.
• Assist in obtaining the needed documentation required during Regulatory visits/inspections.
• Ensure proper understanding of CAM’s Risk Assessment.
• Responsible for maintaining the Key Controls where it impacts CAM FIA Business Processes.
• Ensure business processes are up to date to reflect the minimum requirements as per FIA & AML regulations, ongoing and future regulation changes.
• Support Sales and Channel Support Team with FIA related queries.

7.    General

·         Ensure proper knowledge of systems and procedures

·         Keeping abreast with changes with FIA & AML Regulations

·         Keep abreast with Compliance policies and procedures

SELF-DEVELOPMENT

·         Keep abreast with national and international philosophies and practices, financial markets, economic fundamentals and investment instruments

·         Ensure complete familiarity with all relevant operational policy and procedural changes.

·         Keep abreast with Digital transformation.

·         Knowledge and compliance of systems, policies and procedures.

·         Constantly work to improve industry knowledge.

·         Maintain own (PDP) Personal Development Plans.

BEHAVIOURAL REQUIREMENTS

·         Patriotism toward brand, adhere and promote CAM’s code of conduct, service charter and be an ambassador of the Capricorn Way “The Code”.

·         Passion for customer service, quality, delivering results and meeting customer expectations

·         Self-confident, dynamic, innovative, driven and display excellent interpersonal skills and tenacity

·         Outstanding verbal and written communication, presentation and listening skills and the ability to effectively present information in one-on-one and small group situations to clients, colleagues and other employees of the organization

GENERAL

Must be prepared/willing to do any reasonable and lawful instruction/task and ensure that it is carried out on time and correct

COMPETENCIES REQUIRED

The appropriate candidate must have the following core competencies:

·         Deciding and Initiating Action

·         Working with People

·         Adhering to Principles and Values

·         Relating and Networking

·         Applying Expertise and Technology

·         Learning and Researching

·         Delivering Results and Meeting Customer Expectations

·         Following Instructions and Procedures