Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za
Role Purpose
Responsible for the planning, management and control of the administration department through operational execution of the client service strategy to ensure effective and consistent client experience.
Requirements
- Matric or equivalent
- 6 - 8 years' experience in the financial services industry
- 2 - 3 years people management experience
INTERNAL PROCESS
- Identify and fix process inefficiencies. Identify system inefficiencies and drive the resolution process with other internal stakeholders.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Manage the implementation of standard/customised operating procedures, quality and service standards related to the applicable client service solution.
- Monitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
- Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
- Workflow management: Daily workflow management and effective resource planning. Problems identified & resolved. Service Level Agreements adherence and production statistics.
- Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance within the client services environment.
- Reporting: Deliver quality and meaningful reports on client service within agreed timeframes. Identify and report new trends in the market. Identification and reporting of system related problems.
- Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
- Customer engagement/retention: Engagement/retention of clients within current portfolio.
- External Customer Satisfaction: Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
- Internal Collaboration: Effective and consistent service delivery and support to all internal clients.
- Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
- Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional client service.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Create a positive work climate and culture.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and MMH values.
- Advise on and support all people practices (e.g. Workforce Planning, Talent Acquisition and Management, Performance excellence, Reward and talent retention etc) to ensure continuous improvement and drive strategy execution.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved
- Encourage innovation, change agility and collaboration within the team
- Support the building of the teams capability in order to ensure that the team is equipped to strategically partner with business and provide leading solutions.
- Develop and monitor the regional budget
- Implement sound financial controls and monitor and manage expenditure relative to budget
- Take responsibility for the unlocking of operational efficiencies
- Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
- Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical and improper conduct
- Implement risk management, governance and compliance policies in own practice area
- Manage governance and risk exposure liability.
- Sense of urgency
- Analytical thinking
- Commercial thinking and business acumen
- Presentation and facilitation skills
- Influencing
- Planning and Organising
- Interpersonal Relationships
