Head Of Tele And Digital at Momentum Metropolitan Holdings Limited

Role Purpose    

• Develop and drive profitable sales through effective plans, targets and growth in support of the business sales strategic objectives and maintain compliance with regulatory requirements.
• Provide strategic leadership to integrate and optimise Tele and Digital channels, leveraging technology to driveprofitable growth, operational efficiency and a seamless, client-centric omni-channel experience that enablesfuture-ready distribution and service models.

Requirements    

• Postgraduate qualification in Business Management or related field
• RE5 and RE1 FAIS Regulatory accreditation
• 8+ years’ experience within financial services, with at least 3 years' experience in a senior leadership role
• Extensive senior leadership experience within omni-channel, digital transformation, contact centre, sales or client experience environments.
• Proven experience leading large-scale transformation, operational optimisation and digital enablement initiatives.

Duties & Responsibilities    

• Develop and execute an integrated Tele and Digital strategy aligned to Metropolitan’s strategicobjectives.
• Design and optimise integrated client engagement and distribution models across Tele, Digital, Serviceand related channels.
• Lead digital transformation initiatives that enhance scalability, agility, operational resilience and clientcentric service delivery.
• Drive innovation, digitisation, automation and continuous improvement across the omni-channel environment.
• Enable sustainable commercial growth through integrated omni-channel distribution and engagementstrategies.
• Improve operational productivity, conversion rates, persistency and value of new business.
• Optimise lead generation, channel performance and client engagement to maximise commercialoutcomes.
• Provide strategic oversight of financial performance, resource optimisation and cost efficiency across the omni-channel ecosystem.
• Use data-driven insights to inform decision-making, improve client journey and scale performance.Implement design thinking and agile methodologies.
• Define and embed a unified client experience strategy across all channels and touchpoints.
• Drive seamless, personalised and efficient client journeys that improve client satisfaction, loyalty and fast-claims turnaround.
• Monitor and improve customer experience and service performance metrics, such as NPS.
• Lead end-to-end process optimisation initiatives to improve efficiency, turnaround times, scalability and service delivery.
• Simplify operating models, eliminate inefficiencies and strengthen operational integration across channels.
• Drive operational disciplines that support sustainable growth, quality service delivery and resilience.
• Lead and develop multi-layered team within Tele and Digital environments.
• Foster a high-performance, innovative and client-centric culture.
• Drive leadership capability, succession planning, employee engagement and change agility.
• Ensure compliance with all relevant legislative, regulatory and governance requirements, including FAIS, POPIA, TCF and the Long-term Insurance Act.
• Implement effective risk, fraud prevention and governance controls across the omni-channel environment.

Competencies    

• Strategic and commercial leadership
• Digital and innovation mindset
• Strong decision-making
• Stakeholder influence and collaboration
• Client-centric leadership
• Operational excellence
• Change leadership and execution

Closing Date    

• 2026/05/28