About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client in the Old Mutual Investment Group Uganda, we are looking for skilled and competent Client Experience Officers to work in Kampala.

Number of Vacancies: 5

Reporting to: Client Experience Manager

Job Purpose

Client Relations Officer manages client relationships by serving as the primary point of contact for investors, ensuring timely resolution of queries, requests, and complaints. The role provides professional support on investment products and transactions while delivering excellent customer service and ensuring compliance with regulatory and internal policies.

Principal accountabilities

A. Client Relationship Management

• Serve as the primary liaison between clients and internal teams, including Operations, Business Development, Risk, and Compliance.
• Provide personalized and professional service to high-net-worth individuals, institutional investors, and corporate clients.
• Build and maintain strong, trust-based client relationships.
• Ensure prompt handling and resolution of client queries, requests, and complaints.
• Monitor and ensure timely resolution of cases logged in the CRM system.
• Handle inbound and outbound call centre engagements professionally and efficiently.
• Record, track, and manage client complaints in line with company procedures.
• Provide clients with updates on new investment offerings, market insights, and company developments.
• Attend to walk-in clients and provide the required support and guidance.

B. Client Onboarding & KYC/AML Compliance

• Manage the client onboarding process, including collection and verification of required documentation.
• Ensure compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations and internal policies.
• Maintain accurate, complete, and up-to-date client records and documentation.
• Work closely with Compliance and Legal teams to ensure adherence to regulatory standards and requirements.

C. Operations Support

• Ensure adherence to regulatory requirements, internal policies, and operational procedures.
• Support client relationship management activities related to onboarding, deposits, and redemption.
• Liaise with internal and external stakeholders to address queries, resolve issues, and provide operational support.
• Maintain accurate records of transactions, investment data, and other relevant documentation.
• Identify opportunities to streamline workflows, improve operational efficiency, and enhance technology utilization.
• Update operational systems regularly, identify process gaps, and support system reconciliations and improvements.

D. Deposits and Withdrawals

• Process client deposits and withdrawals accurately and within agreed timelines.
• Ensure all transactions are properly documented and comply with internal controls and regulatory requirements.
• Follow up on pending transactions and provide timely feedback to clients and relevant stakeholders.

Requirements

Qualifications and experience required:

Qualifications:

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field.

Experience:

• Minimum of 2–3 years’ experience in client relations, customer service, operations, or investor services within the financial services, banking, investment management, or related industry.

Skills and Competences

• Excellent communication skills (verbal and written)
• Excellent interpersonal and relationship-building skills
• High level of professionalism and integrity
• Strong problem-solving and analytical abilities
• Attention to detail and accuracy
• Ability to work under pressure and meet deadlines
• Strong organizational and time-management skills
• Customer-focused mindset
• Teamwork and collaboration
• Adaptability and flexibility
• Initiative and proactive approach to work
• Confidentiality and discretion in handling client information
• Conflict resolution and negotiation skills

ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

• Serve as the primary liaison between clients and internal teams, including Operations, Business Development, Risk, and Compliance.
• Provide personalized and professional service to high-net-worth individuals, institutional investors, and corporate clients.
• Build and maintain strong, trust-based client relationships.
• Ensure prompt handling and resolution of client queries, requests, and complaints.
• Monitor and ensure timely resolution of cases logged in the CRM system.
• Handle inbound and outbound call centre engagements professionally and efficiently.
• Record, track, and manage client complaints in line with company procedures.
• Provide clients with updates on new investment offerings, market insights, and company developments.
• Attend to walk-in clients and provide the required support and guidance.
• Manage the client onboarding process, including collection and verification of required documentation.
• Ensure compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations and internal policies.
• Maintain accurate, complete, and up-to-date client records and documentation.
• Work closely with Compliance and Legal teams to ensure adherence to regulatory standards and requirements.
• Ensure adherence to regulatory requirements, internal policies, and operational procedures.
• Support client relationship management activities related to onboarding, deposits, and redemption.
• Liaise with internal and external stakeholders to address queries, resolve issues, and provide operational support.
• Maintain accurate records of transactions, investment data, and other relevant documentation.
• Identify opportunities to streamline workflows, improve operational efficiency, and enhance technology utilization.
• Update operational systems regularly, identify process gaps, and support system reconciliations and improvements.
• Process client deposits and withdrawals accurately and within agreed timelines.
• Ensure all transactions are properly documented and comply with internal controls and regulatory requirements.
• Follow up on pending transactions and provide timely feedback to clients and relevant stakeholders.
• Ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries.
• Execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality.
• Identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

• Excellent communication skills (verbal and written)
• Excellent interpersonal and relationship-building skills
• High level of professionalism and integrity
• Strong problem-solving and analytical abilities
• Attention to detail and accuracy
• Ability to work under pressure and meet deadlines
• Strong organizational and time-management skills
• Customer-focused mindset
• Teamwork and collaboration
• Adaptability and flexibility
• Initiative and proactive approach to work
• Confidentiality and discretion in handling client information
• Conflict resolution and negotiation skills

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field.