Head: Client Relations at Momentum Metropolitan Holdings Limited

Role Purpose    

• To be the lead point of contact for matters specific to MH Administration clients. Implementation and monitoring stakeholder the relationships with clients and be the liaison between client and Momentum Health Operations.
• This must be achieved through gathering and incorporating stakeholder intelligence to optimally broker external and internal stakeholder relationships.

Requirements    

• Degree or relevant qualification (preferred)
• At least 5 years’ experience in a relationship management role.

Duties & Responsibilities    

Internal Process

• Develop presentations and specific partner strategies to optimize customer engagement
• Develop a trusted advisor relationship with clients and key partner stakeholders
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Participate in contract negotiations or contract renewals
• Facilitate the timely and successful delivery of contractual obligations according to customer needs and objectives
• Facilitate the delivery of client reports
• Implement stakeholder relations plan.
• Responsible for monitoring progress against delivery of client strategic projects and report back to the clients
• Attend relevant operational forums to ensure acute awareness of contract delivery
• Manage Fund Management Team
• Define Fund Management approach applicable to all MH clients.

Client Services

• 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.
• Monitor client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
• 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
• Manage client expectations and scope creep
• Attend relevant client and stakeholder Forums and events

People

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• 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 MMI values
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• 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

Finance

• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Plan and implement a cycle of medium term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.

Competencies    

• Business Acumen – Understanding business operations, risks, and profitability
• Collaboration – Working across teams to achieve business goals
• Client/Stakeholder Commitment – Building strong, long-term client relationships
• Impact & Influence – Ability to persuade and gain stakeholder buy-in
• Drive for Results – Delivering outcomes with urgency and accountability
• Self-Awareness & Insight – Managing self and handling pressure effectively
• Leads Change & Innovation – Driving improvement and adapting to change
• Diversity & Inclusiveness – Respecting and engaging diverse perspectives

Closing Date    

• 2026/04/17