Hi, I’m
Nazerah Hendricks
Wealth Manager Assistant
Cape Town
Summary
Experienced professional with a diverse background in customer service excellence, operations administration, investment administration, office administration, and communications. Skilled in developing training and marketing materials, coaching customer service representatives, and proofing operation management reports. Strong foundation in financial services supporting clients and advisors, specializing in new client onboarding, client relationship management, and administrative support. Solid understanding of FICA & FAIS acts and compliance processes. Recognized for collaboration, flexibility, and achieving results in dynamic team environments. Proficient in financial software with exceptional multitasking abilities.
Overview
19
years of professional experience
2006
years of post-secondary education
2
Languages
Work History
Sterling Private Wealth
Wealth Manager Assistant
01.2022 - Current
Job overview
- Key Relations Include: Client Relationship Management, Portfolio Administration
- New business implementation: Implementation of all new business, onboarding clients onto platforms, section 14, section 37 and section 14 transfers in.
- Obtaining FICA and FAIS documents in the new client onboarding process to support compliance with the FAIS and FICA acts and other relevant legislation
- Contacting service providers and ensuring business completes in a timely fashion
- Follow-up any outstanding payments or documentation from the Client
- Input of all relevant Client details on the Client management system
- Receipt all new business and transactions and align the completed step of tasks set out on Xplan
- Keeping Clients updated on the progress of their transaction, all client communication regarding data maintenance and compliance
- Ensure the accurate preparation and production of all Client Portfolio Review reports (updating client balance sheet, transactions and asset allocation)
- Compiling Meeting Minutes of Client Portfolio Reviews (Dictation typing) and executing transactions that have resulted from the review
- Regularly updating and maintaining administration on client Living & Retirement Annuities, Section 14 and 37 transfer, requesting information from other providers when moving business over to the Wealth Manager, change of advisers process, setting up new investments as per Wealth Managers Advice, sending Letter of Authority to providers, Preparing First Client meeting document pack and ensuring compliance protocol is followed
- Co-ordinate all Client correspondence, either as part of the sales & service process at the request Wealth Manager
- Client onboarding (gathering FICA and FAIS documents, ensuring client is compliant)
- Portfolio Administration: switches, redemptions and additional contributions, including all fund manager follow-ups. This includes completing forms where necessary
- · Administration and maintenance of local and offshore unit trusts and retirement products
- · Assist clients on unit trust and fund of funds related queries and provide support
- · Manco account openings
- · New User Setup and Account login support to the dealing team
- · Investment team and Investment Committee support
- · Institutional client support
- · Model Portfolio implementation and support
- · Ensure service levels are maintained
- · Liaise with internal and external parties for streamlined workflow
- · Suggest and implement procedures and process improvement
- · Relationship Building; Build strong working relationships with administrators, management companies and service providers
- · Build good working relationships with model portfolio clients
- · Integration within the existing operations team
Sable International
Wealth Administrator
06.2017 - 04.2021
Job overview
- Key Relations include: Head Client Relationship manager, Client Relationship Managers, Financial Advisors and Director
- Key performance Areas include: Administration and Back office support
- Duties: Insurance Specialist: Quoting and research for possible and/or suitable products for clients
- Writing comprehensive recommendation letters or Mortgage and Income Insurance
- Placing business with Insurance providers on behalf of clients (this includes but is not limited to)
- Providing client with all necessary documentation required by Sable to apply for the insurance product recommended by a financial adviser
- Guiding the client through completing the application and trust forms telephonically or with a written comprehensive guide
- Set up and co-ordinate call/s with the client if the data collection process is telephonic
- Assisting the client in answering the appropriate medical questionnaires
- Processing pre-sales and pre-underwriting calls (research)
- Submitting the data online on behalf of the client
- Wealth Administration: Pro-actively manage all client queries and process their requests
- Sorting and filing post received at the UK office. Ensuring all actionable items are sent to appropriate clients, following up and completing the task where applicable
- Regular interaction colleagues and management to ensure the effective delivery of administrative requirements within a specified framework.
- Drive outstanding requirements i.e. medical questionnaires, AML (Anti-Money Laundering) documents, Risk Assessment Questionnaires, Passports, Bank Statements proof of address and anything that the Practice Manager requires assistance with
- Ensuring client files and records are updated
- Updating client details with UK Investment and Insurance Providers
- Gather and prepare all ad hoc reports requested by the Practice Manager
- Facilitate the resolution of all queries received within 24 hours or at earliest possible time.
- Assist with FCA compliance and any other compliance requirements
- Scan to file all new business documents in Xplan
- Send all new business documents to clients as and when received
- General office duties which include but are not limited to filing, scanning, printing, and any other duties which may be associated therewith.
- Ensure that all client information is maintained on the client relationship management system.
- General efficient operation of all resources to support the administrative business process
- Wealth Support: Daily contact with the Service Provider to obtain Commission Statements
- Chasing commission payments from Service Providers
- Reconciling commission payments to statements
- Extract COBF (Client On-Boarding Form) and ensure that the information corresponds to the Provider Statements
- Calculate the commission splits per employee as follows (Wealth Specialists, BDS Assistant to the WS, Introducer and over-ride)
- Calculate currency conversions
- Distribute the commission statements to all employees as and when required
- Group commission reports per office and send to the office Director
- Compile reports in Excel (Issued Figures Report) and distribute to Management (Offshore)
- Provide commission information to employees as and when required
- Manage incoming queries/ recons and see through to resolution
- Weekly report of commission information to be sent to payroll
- Adviser Support: Personal and business administration
- Managing advisers' diaries, personal and client-based appointments
- General management of weekly schedule in diaries, leave tracking and workflow management when adviser is on leave
Cybersmart
Operations Administrator
07.2015 - 05.2017
Job overview
- People Management: Coaches and supports contact center staff
- Day to day management of support staff including scheduling
- Documents Personal Development Plans of support staff
- Regularly communicates to support staff
- Develops performance promises for support staff and conducts midyear and annual reviews of support staff
- Ensures that all Human Resources policies and procedures are observed
- Quality assures BMI and Cybersmart Calls
- Provide training to all staff on new/updated products, processes, internal processes
- Conduct 360 Feedback sessions with all staff
- Collate and analyze data collected from 360 feedback session/s
- Customer Relations: Manages customer escalations and complaints
- Ensures operational delivery is in line with contractual obligations
- Provides input and participates in calibration sessions
- Reporting & Administration (Operations Manager assistant): Provides Operations Manager relevant internal and external reports as per the business unit requirements
- Preparing and completing reports on behalf of Ops manage in his absence, stepping into the role in his absence
- Complete assignments, projects, budgets and keep SLA targets up to agreed standard from CEO and directors
- Analyses business data identifying and highlighting trends to the Operations Manager
- Monitors and reports absenteeism and adherence to the Operations Manager
- Compiles ad hoc reports as and when required by Operations and CEO
- Reviews current reporting tools and suggests improvements to meet the management information requirements of the organization
- Arranges log ins for new employees, access and parking
- Ensures Agent time sheets are accurately completed and timeously submitted
- Compiles monthly, quarterly and annual Quality Assurance reports and executes coaching plans for all gents
- Service Level agreements daily analyses and monthly report
- Process development, implementation and management
- General Admin: electronic filing, filing and monthly expense registry record
- Facilities maintenance and management: Manage access control on security systems and biometric access to the building
- Ensure staff parking area is always secure
- Ensure staff facilities (break rooms and rest rooms) are hygienic and hazard free
- Switchboard and Distribution
- Security infrastructure and services
- Facilities projects
- Facilities policies
- Facilities Support Desk
- Vendor and Contract Management (Security, Fire and Hygiene)
- Budgets and Reporting
- Project Management: Define project objectives, scope, impacts, outputs, cost, benefits and success criteria in collaboration with business champions, business unit management and stakeholders and programmed sponsor (where applicable)
- Lead cross functional project teams by task assignment and follow up to ensure on-time completion
- Ensure delivery of the required output(s) for each phase or stage
- Conduct post implementation reviews (PIRs), define recommendations based on best practices and lessons learnt
- Identify and mitigate risks that may negatively impact the project
- Escalation of key decisions, unresolved issues and risks
- Manage the project budget by forecasting requirements, analyzing variances, and initiating corrective action
- Apply quality management principles and processes
- Ensure all work is undertaken within the organization standards and processes
- Conduct regular project reviews and accurately communicate the status of the project
- Produce management reports using established Project Management methodology
- Fleet maintenance and management: Build and maintain business relationship with maintenance service providers
- Conduct the purchasing process of new vehicles
- Adding new vehicles to fleet reporting sheets
- Ensure all vehicles license renewal is obtained on time
- Monitoring vehicle mileage to ensure services are booked on time
- Monitoring vehicle mileage for maintenance, cost and area allocation purposes
- Book vehicles for services, ensure vehicles are dropped off and collected to and from service
- Conduct regular compliance and safety checks on all vehicles and ensure they are in line with company standard (Hyundai)
- Ensure traffic fines are recorded, reported to HR and driver
- Ensure all vehicles have a valid fuel card
- Ordering new fuel cards for newly purchased vehicles
- Cancelling fuel cards
- Ensuring fuel budget/limit does not exceed predicted fuel budget for the quarter
- Track fuel consumption per driver and vehicle
- Record vehicle allocations and drivers daily (sign out sheet)
- Rotate management staff vehicles monthly, oversee vehicle handover and complete check list
- Log insurance claims and track processing (accident and repairs)
- Ensure payments for services and vehicle maintenance are made timeously
- Allocate vehicles to staff members to meet business requirements
- Book assessors for vehicles that need inspection for repairs through incident and accidents
- Detailed cost management, including expenses such as general vehicle repairs, vehicle rotation, tyres, fuel, licensing, breakdowns, accidents and insurance claims.
- Report and follow up on claims for repairs on accidents or damages
- Co-ordinate and approve all window/glass repairs in liaison with PG glass
- Building maintenance: Maintain relationships with security service provider
- Built and now maintaining relationship with suppliers of hygiene supplies
- Pest control maintenance
- Ensure cleaning staff carries out daily duties and any ad hoc requests from Operations Manager
- Ordering monthly supply of hygiene products and equipment required by cleaning staff
- Monitor consumption of hygiene equipment and products to effectively report current costing and projected costing
Metropolitan Health Group
Correspondence Advisor
02.2013 - 03.2015
Job overview
- Reporting: Manage customers' profiles by updating and vetting their documented information.
- Provide daily reports to middle management on the work completed
- Provide monthly quality feedback reports
- Customer Relations: Update customers on new business and marketing material.
- Resolve customers billing and claims queries
- Responsible for completing email (conversation) via Digital method assisting customers with their queries or online journey and delivering the desired outcome for customer and client
- Liaising with the various service providers to ensure prompt and efficient service delivery for the companies' members.
NB Communications
Personal Assistant to CEO and Head of New Business and Marketing Advisor
06.2008 - 06.2009
Job overview
- Hospitality host: Setting up boardrooms for meetings, ensuring necessary refreshments for meetings are in order, welcoming clients and supplying refreshments at meetings and video conferences
- Answering switchboard calls
- Directing and conveying messages to relevant staff members
- Compiling marketing and communication documents
- Proof reading and editing reports and speeches
- Managing diary of meetings and events
- Recording and compiling meeting minutes
- Managing, tracking and reporting monthly and annual business expenses
- Organization and coordination of any travel needs for senior management.
- Being on call always irrespective of CEO's presence within the agency.
- To liaise, when necessary, with other departments regarding the diary and availability of CEO.
- Being timeous and in the agency from a minimum of 9am to 5pm every working day.
- Being professional and discreet always regarding any potentially confidential information that might be dealt with.
- Overseeing the needs for reception including assisting with managing the switchboard for one hour of a day so that the receptionist can take a lunch break.
- Managing and scheduling meetings for the management team.
- Organizing catering needs for the management team meetings.
- Assisting the CEO with any requirements that might be needed by him outside the office environment e.g.: deliveries or such small tasks.
Mystical Moments
Massage Therapist
01.2006 - 05.2008
Job overview
- Massage therapy and holistic healing treatments
- Ayurvedic massage
- Full body relaxation massage
- New business
- Marketing
- Managed the client base
- Industrial relations
- Sales, Stock & Administration management
- Ensuring the store achieved its compliance objectives through implementing practice policies and procedures.
- Provide Staff with training and conduct training needs analysis.
- Conduct customer satisfaction surveys.
Education
Belgravia Secondary
Matriculated from English, Afrikaans, Biology, Accounting, Maths, Physical Science
Skills
Portfolio diversification
Employment
Sterling Private Wealth, Wealth Manager Assistant, 01/01/22, Present, Wealth Manager Assistant, Sterling Private Wealth, 01/12/21, Present, Client Relationship Management, Portfolio Administration, Implementation of new business onboarding, Obtaining FICA and FAIS documents, Contacting service providers, Client communication and updates, Wealth Administrator, Sable International, 06/01/17, 04/30/21, Quoting and research for insurance products, Writing recommendation letters, Managing client queries, Updating client details with providers, Operations Administrator, Cybersmart, 07/01/15, 05/31/17, Coaching contact center staff, Managing customer escalations, Preparing reports for Operations Manager, Facilities maintenance and management, Correspondence Advisor, Metropolitan Health Group, 02/01/13, 03/31/15, Managing customer profiles, Providing daily reports, Resolving billing and claims queries, Personal Assistant to CEO, NB Communications, 06/01/08, 06/30/09, Setting up boardrooms for meetings, Managing diary of meetings, Organizing catering needs, Massage Therapist, Mystical Moments, 01/01/06, 05/31/08, Providing massage therapy, Managing client base, Conducting customer satisfaction surveys
Education - Highest Qualification
Matriculated, 12/01/05, Belgravia Secondary, Cape Town, South Africa, English, Afrikaans, Biology, Accounting, Maths, Physical Science
Benefits
None
Personal Information
- Health Status: Excellent
- Notice Period: 1 calendar month (negotiable)
- Date of Birth: 12/07/86
- Nationality: South African
- Driving License: Code 8
Timeline
Wealth Manager Assistant
Sterling Private Wealth
01.2022 - Current
Wealth Administrator
Sable International
06.2017 - 04.2021
Operations Administrator
Cybersmart
07.2015 - 05.2017
Correspondence Advisor
Metropolitan Health Group
02.2013 - 03.2015
Personal Assistant to CEO and Head of New Business and Marketing Advisor
NB Communications
06.2008 - 06.2009
Massage Therapist
Mystical Moments
01.2006 - 05.2008
Belgravia Secondary
Matriculated from English, Afrikaans, Biology, Accounting, Maths, Physical Science
12.2005
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