Senior Manager Transfer Agency Operations

Role Purpose

The Senior Manager Transfer Agency South Africa is a senior leadership role accountable for translating strategy into consistently high‑quality operational delivery. The position plays a critical role in safeguarding client outcomes, leading service performance, managing escalations, and driving continuous improvement across the Apex South Africa Transfer Agency platform. The role acts as a trusted strategic partner and delegate to the Head of Transfer Agency.

Key Responsibilities

Strategic Operational Leadership

• Lead the day‑to‑day execution of the Transfer Agency operating model, ensuring alignment with strategic objectives, regulatory standards, and client expectations.
• Provide strong oversight of service delivery, controls, risk management, and operational resilience.
• Partner with the Head of Transfer Agency on strategic planning, capacity management, and operational prioritisation.
• Drive a culture of continuous improvement, efficiency, and accountability across the TA function.

Client Experience, Escalations & Service Excellence

• Own senior client escalations, ensuring effective resolution, transparent communication, and sustainable outcomes.
• Act as a key custodian of client happiness, proactively identifying service risks and improvement opportunities.
• Deliver insights from client interactions and service metrics to inform strategy, resource allocation, and change initiatives.
• Support and participate in key client engagements, service reviews, and governance forums.

Leadership & Talent Development

• Provide strong leadership to management and senior operational teams, reinforcing a high‑performance, client‑centric culture.
• Coach and develop future leaders within the Transfer Agency function.
• Act as a visible leader during periods of change, growth, or operational pressure.
• Serve as stand‑in for the Head of Transfer Agency when required.

Stakeholder & Enterprise Collaboration

• Work closely with Fund Administration, Compliance, Technology, SDM, and Business Development to ensure cohesive service delivery.
• Support new client, fund, and product launches from an operational and client‑readiness perspective.
• Contribute operational insight into broader business initiatives and change programmes.

Skills & Experience

• Extensive experience in Transfer Agency or Fund Administration with senior operational leadership exposure.
• Proven ability to manage complex client relationships and senior‑level escalations.
• Strong strategic thinking combined with deep operational understanding.
• Excellent leadership, communication, and stakeholder management skills.
• Highly resilient, commercial, and client‑focused, with a strong sense of ownership.

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