Head of Advisor and Client Experience | Investment Platform | Gauteng
BA Personnel · Gauteng, South Africa
Overview
A senior leadership role for an experienced financial services professional to own the Advisor and Client Experience strategy for a leading investment platform. You will drive customer-centric transformation, service excellence, and advisor advocacy. Based in Gauteng, this permanent role suits someone with 10+ years in financial services and a passion for improving how advisors and clients experience a platform.
About the role
BA Personnel is recruiting a Head of Advisor and Client Experience for a leading investment platform. This executive role is the owner of the advisor and client experience strategy, service excellence agenda, advisor advocacy outcomes, communications capability, and customer-centric transformation programme.
You will develop and execute a market-leading strategy that positions the platform as the preferred choice for financial advisors. You will champion a customer-centric culture, embed advisor and client needs into business decisions, and drive measurable improvements in service perception scores and advisor advocacy metrics.
Key focus areas include strengthening strategic relationships with financial advisors and distribution teams, leading the transformation of communications and service excellence capabilities, and building a scalable service model supported by effective processes and technology.
Application note: Interested candidates should apply via the PNet listing. No specific application instructions or documents were provided in the raw job data.
Requirements
- 10+ years of experience in financial services
- 5+ years of experience leading teams and managers
- Significant experience in advisor-facing and client-facing environments
- Proven experience driving customer experience, client service, or advisor engagement strategies
- Experience engaging with senior stakeholders and managing strategic business relationships
- Strong understanding of the investments, wealth management, or financial advisory environment
- Demonstrated success leading business improvement and service excellence initiatives
- Customer experience transformation experience (advantageous)
- Communications leadership experience (advantageous)
- Exposure to adviser practice development and adviser engagement strategies (advantageous)
- Strong commercial acumen and data-driven decision making
- Change and transformation leadership capability
Responsibilities
- Develop and execute a market-leading Advisor and Client Experience Strategy
- Champion a customer-centric culture across the business
- Drive measurable improvements in SPS, MBR, CES, and advisor advocacy metrics
- Strengthen strategic relationships with Financial Advisors, Distribution teams, and franchises
- Lead transformation of communications, service excellence, and advisor engagement capabilities
- Influence strategic and operational decisions using customer insights and market intelligence
- Build and lead a high-performing leadership team
- Create a scalable service model supported by processes, technology, and continuous improvement
- Lead journey mapping, service design, and customer insight initiatives
- Identify and remove service pain points and process inefficiencies
- Partner with Service Delivery, BI, Systems, and Product teams to improve advisor and client journeys
- Act as the voice of the advisor within the company
- Provide leadership and oversight to the Communications function
- Contribute to operational strategy, planning, and business prioritisation
- Manage risks impacting advisor and client experience
Job details
- Organisation
- BA Personnel
- Location
- Gauteng, South Africa
- Job type
- Full time
- Experience level
- Executive (10+ years)
- Category
- Banking & Insurance
- Application Method
- Apply online
Success Guide
This is a senior executive role, so your application should highlight your leadership impact in financial services. Focus on concrete examples where you improved advisor or client experience metrics. Emphasise your experience managing teams and influencing senior stakeholders. A strong cover letter that connects your background to the specific platform and its advisor network will set you apart. Prepare for interviews to discuss strategy, transformation, and how you have driven service excellence in previous roles.
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