- Assess and monitor the quality of the end-to-end Client Experience - from initial interaction to completion of service requests (telephone, e-mail, fax interactions.) according to the Allan Gray Standard (AGS).- Provide monthly Service Quality reports to Team Leaders regarding the development and performance of their teams.- Provide monthly individual coaching reports to Team Leaders regarding coaching discussions with Operations Consultants.- Identify any training needs and recommend appropriate interventions to Team Leaders, Operations Managers & Training department.- Ongoing assessment and monitoring of the effectiveness of training, mentoring & coaching of existing / new staff.- Facilitate ad hoc workshops for new / existing Operations Consultants.- Monitor and audit the quality and quantity of designated processes & procedures within the Service Quality Team.

- Validate incoming client instructions accurately and timeously within the given deadlines.- Processing daily workflow timeously so as to meet/exceed client expectations and service levelagreements.- Attend to client queries (internal and external).- Keeping abreast of developments in relevant legislation.

- Service Allan Gray investors, potential investors and financial advisers with transactions and queries for all Allan Gray products telephonically and via written correspondence.- Discussing and explaining of all funds and products offered by Allan Gray.- Assisting clients with process information and quotes.- Assisting clients with the tracking and follow up of transactions in progress.- Responding to queries regarding investment performance.- Clarifying and explaining Allan Gray’s investment approach and philosophy.- Ensuring accurate record keeping through service related administrative tasks.- Providing assistance to the Service Support team and walk-in-centre team as and when required by meeting company clients face to face.- Assisting with database updates and information maintenance.- Supporting a positive and responsive climate for client enquiry resolution.- Playing a key role in the stewardship of positive client relationships and the retention of clients.- Building and establishing relationships at all levels with internal departments to enhance organisational effectiveness and efficiency.- Mentoring and assisting new members of the environment with queries and advice and assisting in their development as consultants.- Actively participating in the organisation’s continuous improvement by identifying and proposing solutions to process and service related failures.

Due to circumstances at home it necessitated that I worked in the family business during vacations. Here I gained excellent retail sales experience working under pressure, dealing with difficult customers. I also had a security role whereby I had to keep an eye on shoppers and employees to make sure that stock was not being stolen or damaged.

- Assist students learning the same module, to go through the tutorial, encourage discussion and debate and to guide the group in the right direction giving feedback where necessary.

- My duties here were to run a reception area and sign registered guests in and out as well as the handling of room keys. Keeping in line with information from the Conference Office helped enhance my administrative experience. This job required me to build and maintain a team relationship with the cleaning staff and the other sub wardens. I also developed leadership skills by being assertive and understanding with rowdy guests.