Head: Annuities Service & Operations at Momentum Metropolitan Holdings Limited

Role Purpose    

• Translates strategy into action and manages the operational execution of client services to drive excellent client experience and the achievement of business objectives.

Requirements    

• Business-related degree e.g., Business Management, Accounting, Information Technology, etc.
• 10 years’ experience within various functions (IT, operations, service, finance) within a financial services environment.
• Good working knowledge of client service and operations in financial services.

Duties & Responsibilities    

• Establish And Manage an Environment Which Creates a Memorable Client Experience (Internal Process):
• Implement a client service strategy that delivers on the brand promise and creates a memorable experience for our clients and financial advisors.
• Create and implement tactical plans to operationalise the business strategy and achieve business objectives in line with client and financial advisor network expectations.
• Implement mechanisms, systems, processes, and practices that enhance service and the experience of our clients and financial advisors & their offices.
• Facilitate the collaboration between the service area and other functions in order to foster effective working relationships and drive delivery of operational plans.
• Implement initiatives that drive operational efficiencies, reducing operational risk, and drive operational excellence throughout process, practice, and people perspective.  Also actively manage capacity & lead the team performance with data enabled dashboards.
• Manage the implementation of operating procedures, quality, and service standards.
• Develop and implement mechanisms to monitor, report, and improve service delivery and operational efficiencies to drive an environment of continuous improvement.
• Use data and analytics to build and provide personalized and customized service solutions for customers.
• Proactively analyze data trends and research to provide insights which inform business decisions and influence the strategy.

Enable Client Centricity Within Area Of Responsibility (Client Services):

• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements applicable to 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.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after-sales service.
• Manage client query processes and ensure that queries are tracked accurately, resolved, and used as a mechanism to improve client service and business processes.

Effectively Lead Team (People):

• Create a positive work climate and culture to energize employees, give meaning to work, minimize work disruption, and maximize employee productivity.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI culture.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change, agility, and collaboration within the team.

Contribute to Financial Controls and Planning (Finance):

• Identify solutions to enhance cost-effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Control the budget for the area, including the authorization of expenditures and implementation of financial regulations.
• Manage high-risk and problematic financial issues in the area of accountability and contribute to the development of policy.

Competencies    

• Business Acumen
• Commercial Thinking
• Sense of Urgency
• Decisiveness (Taking Action)
• Client Commitment
• Drive for Results
• Leads Change and Innovation
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness

Closing Date    

• 2026/06/26