Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

This role is ideal for a proactive and detail-oriented professional who is passionate about delivering high-end, personalised service to financial advisers while driving business objectives and enhancing digital solutions.
As an Onboarding Specialist, you will play a key role in ensuring a seamless onboarding process for Financial Advisers, Specialist Investment Consultants, Broker Consultant and Discretionary Fund Managers (DFMs). You will work collaboratively with various teams to deliver an outstanding onboarding experience and provide specialised support throughout the process.

Key Responsibilities:

• Ensure accurate and up-to-date records of onboarding activities in line with standard operating procedures and performance criteria.
•  Execute specialised work to improve the quality, standards, and efficiency of onboarding processes.
• Proactively identify problems, determine root causes, and implement effective solutions in line with business guidelines.
• Plan and optimise task execution, contributing to process improvements in onboarding.
• Collaborate with distribution teams to ensure seamless onboarding of IFAs, Tied Advisers, and DFMs.
• Develop strong relationships with adviser and their office staff to facilitate a smooth onboarding experience.
• Work with marketing and other departments to develop materials and content that enhance the onboarding journey.
• Ensure compliance with regulatory and company requirements in onboarding and new business servicing processes.
• Maintain and update onboarding processes and procedure documentation with version control.
• Use management information and analytics to identify areas for improvement and drive implementation.
• Attain mastery of onboarding systems, platform functionality, and product knowledge to provide expert guidance.
• Train new team members, advisers, and adviser office staff on processes, systems, and products.
• Manage risks and compliance in alignment with company policies and Treating Customers Fairly (TCF) principles.
• Contribute to knowledge sharing and continuous learning within the team.

Technical Competencies

• Product-related system applications (Intermediate)
• Customer understanding (Intermediate)
• Service delivery and training (Intermediate)
• Query resolution (Intermediate)
• Customer liaison and relationship management (Intermediate)
• Research and information gathering (Basic)
• Process optimization and improvement (Basic)

Behavioral Competencies:

• Trust and integrity
• Attention to detail and organisational skills
• Problem-solving and analytical thinking
• Teamwork and collaboration
• Resilience and adaptability
• Customer service orientation
• Effective communication and influencing skills
• Driving excellence and continuous learning

Qualifications & Experience: 

• 3 - 5 years of experience in a similar onboarding, customer service, or operational role.
• Bachelor’s Degree or Advanced Diploma (NQF Level 07) in Business Administration, Financial Services, Operations Management, or related fields.

This role offers an exciting opportunity to contribute to a high-performing team and make a meaningful impact on the adviser onboarding experience. If you thrive in a fast-paced environment and are passionate about process efficiency and customer experience, we encourage you to apply!