Role purpose
Support clients and ongoing administration on the client platform, while handling inbound participant calls and tickets related to awards, vesting, exercises, portal access, and plan communications. Partner with internal teams and appointed brokers to ensure accurate processing, clear guidance, and great participant experiences.

KEY RESPONSIBILTIES

Client Management
• Learn and apply the platform plan functionality to onboard new clients and migrate client data under standard operating procedures.
• Set up award issuance and exercise processes; coordinate with appointed brokers to ensure seamless trading and settlements.
• Configure client portals, templates, and schedules; support client training and adoption.
• Capture, validate, and maintain client master data and plan rules with high attention to detail. Participant support (call/email handling)
• Receive and resolve inbound calls and tickets from plan participants across regions, following identity verification and documented scripts.
• Assist with portal access, password resets, and authentication issues.
• Provide navigation support and guidance on portal features and self-service.
• Explain award information and plan mechanics; provide clarity on vesting outcomes, schedules, and settlement status.
• Guide participants on exercises and transactions (including those routed through brokers), without providing financial, tax, or investment advice.
• Provide or route requests for statements, documents, notifications, and plan communications.
• Schedule and dispatch automated plan communications (reminders for vestings, elections, exercises, and other milestones) per approved templates.
• Track interactions in the ticketing/CRM system; escalate time sensitive or complex issues per the escalation matrix. Client management and service quality.
• Build strong working relationships with client administrators; respond to queries and collaborate to resolve issues within agreed SLAs.
• Prepare standard reports, maintain FAQs, call scripts, and process documentation.
• Provide structured feedback on recurring issues to improve product, processes, and participant communications.

What you won’t do:
• Provide financial, tax, or investment advice to participants or clients.
• Perform IFRS 2 technical accounting or valuations beyond platform-supported outputs and documented guidance.

Requirements:
• Education: Bachelor’s degree preferred (e.g., Business, Commerce, HR, Operations, or related).
• Excellent verbal and written communication; confident and courteous phone presence.
• Strong attention to detail and documentation discipline.
• Proficient with spreadsheets, ticketing/CRM tools, and productivity software.
• Ability to explain moderately complex processes in simple, non-technical language.
• Comfortable working to response/resolution SLAs and handling a live call queue.
• Work hours: Willingness to work outside South African business hours and on a rotating shift to support global time zones, including occasional public holidays aligned to client jurisdictions.

Knowledge / Experience in the following areas will be beneficial but not required:
Equity plan exposure is advantageous but not required.
Exposure to equity compensation, brokerage processes, or HRIS integrations.
Experience in a contact center, service desk, or client onboarding environment.
Basic familiarity with data imports, CSV/Excel templates, and quality checks.