Head of Client Implementation & Support

Our client has software widely used by Asset Management companies in South Africa and more recently in the Europe in line with the company’s international expansion strategy.

The area where the software is mostly used is within the research and investment process.

Our client has several young dynamic teams (Data Engineering, Project Management, Client Support and Business Analysis) who assist clients from a solution implementation and support perspective.

This is a senior leadership role and takes responsibility for all the tactical and operational aspects of client implementation and support through the management of several operational teams.

This role is on the Management Committee and will actively participate and input into the growth and smooth running of the organisation.


Preferred Qualifications & Experience:

  • Tertiary degree: Batchelor of Business Commerce / Batchelor of Business Science or related business management degree
  • 10+ years’ working experience as a manager, managing multiple operational teams


Industry Experience

  • Information and technology services
  • Asset management and financial services (distinct advantage)


Key Responsibilities / Accountabilities

  • Direct daily activities within the various teams to meet business efficiency and execution goals
  • Meet and exceed business objectives ensuing consistent achievement of all financial and operational KPIs
  • Proactively lead and shape new initiatives to meet organisational goals
  • Negotiate and monitor specific budgets, controlling costs as required
  • Guide hiring, management and scheduling of employees to meet key needs
  • Manage, inspire, motivate and effectively manage team members to ensure operational excellence, high employee engagement and service improvement is achieved
  • Proactively maintain regular engagement with key client contacts in line with client support expectations
  • Responsible for the development of the operational talent pool by optimising the skills of the existing team
  • Have a well-defined communication and engagement model in place to ensure that all teams understand the business strategy, performance of the business and the team’s involvement in the success of the company
  • The continuous identification and implementation of best practice process and policies to guide the teams and inform service improvements
  • Selecting, effectively managing and mentoring senior team members to enable empowerment of individuals to achieve their potential in line with growth and succession plans assisting to develop a junior management capability to support organisational growth
  • Responsible for proving guidance and leadership to team members daily and will be accountable for their performance
  • Foster a positive team environment that motivates team members to meet and exceed team SLAs, quality standards and goals
  • Setting and reviewing quality performance standards
  • Setting and reviewing of organisational / productivity objectives in line with commercial contracts
  • Team capacity management (scheduling of work and priorities), succession planning, Staff retention rates, attracting and developing talent to meet operational needs
  • Ensure delivery of client KPIs including day to day service levels, customer experience, quality measures and client satisfaction
  • Participate and input into the weekly management committee meetings, adding valuable perspective to the senior team and actively driving the growth of the business


The candidate will also need to have the following attributes:

  • Strong commercial understanding and previous accountability for operational targets
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation, staff growth and retention
  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Client centric / strong client advocate
  • A strong sense of proactivity, accountability and ownership
  • Ability to hold others accountable
  • A passion to learn and extend knowledge continuously
  • Ability to communicate professionally at an executive level in both written and verbal form
  • Ability to manage and motivate self and others
  • Good at problem solving and innovative thinking
  • Execute assignments against deadlines and drive for results
  • Thrive in an agile environment and be adaptable
  • Demonstrate good business acumen and situational fluency


Please forward CVs to tracy@glass-house.co.za

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