Service Manager - Centurion at Momentum Metropolitan Holdings Limited

Requirements

Experience and Qualifications:

• 3 to 5 years of practical experience in Momentum Investments BAU service area, preferably in Wealth, MWI, MCI, and Annuities, with knowledge of products, processes, procedures, and systems.
• 10 years of practical experience in Investment, Insurance, and Financial Services, including strong administrative and innovative client servicing, with preference given to LISP experience.
• Experience in an investment service environment managing a client panel, emphasizing relationship-building, personalized service, ease of doing business, and business growth will be advantageous.
• Extensive knowledge of all types of transfers and related legislation.
• Advantageous to have knowledge and experience in digital capabilities.
• Tech-savvy with troubleshooting skills and the ability to find practical solutions.
• Knowledge of legislation in insurance and investment industries, including POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc.
• Minimum educational requirement: Grade 12 or equivalent with Math and/or Accounting.
• Advantageous to have a B. Com Finance/Investments or related degree.
• Excellent computer skills, quick learner of new systems, and proficient in Microsoft Office suite (Excel, Word, Outlook, and Teams).
• Advanced dual-screen navigation and typing skills.
• Intermediate level proficiency in Microsoft Office suite (Excel, Word, Outlook, and Teams).

Knowledge:

• Understand the financial services industry thoroughly.
• Familiarity with client service policies, procedures, and processes.
• Understanding of business-related rules and regulations.
• Awareness of relevant regulatory and compliance requirements.
• Understanding of the operational aspects of call and service centers.
• Familiarity with relevant product information.
• Knowledge of complaints handling processes and procedures.

Duties & Responsibilities

The Service Manager is a crucial member of the Wealth service team, combining skills, knowledge, experience, processes, procedures, and systems.

People | Effectively leading a team | 40% of time focus

• Foster a positive work environment using the CARE model to energize and empower employees, minimize disruptions, and maximize commitment and productivity.
• Cultivate a culture of continuous learning, improvement, and cohesiveness, guiding best practices within the team.
• Lead, support, coach, and motivate the team using the SLII model to bring out the best in each member.
• Recruit qualified talent in line with Employment Equity principles and the Momentum Metropolitan culture.
• Manage the team in alignment with the agreed RISO strategy.
• Engage with the team regularly through check-ins, 1-on-1 meetings, team huddles, and biweekly team meetings.
• Ensure performance management and disciplinary actions are taken as needed and report at agreed intervals.
• Encourage innovation, change agility, and collaboration within the team.
• Promote Investment’s GRIT values and inspire team participation in recognition and appreciation programs.
• Manage internal and external expectations positively during periods of change.
• Drive personal and team development, continuously improving knowledge and skills for growth.
• Develop expertise in professional, industry, compliance, and legislative knowledge for yourself and the team.
• Proactively plan for succession and staff development within the team.
• Contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
• Operationalize Strategic Objectives and Goals, emphasizing quality and experience to demonstrate genuine care and ensure clients choose us.

Operational | Day-to-day legendary service delivery | 50% of time focus

Enable legendary service delivery of the highest quality within your area of responsibility:

• Ensure you and your team
• Provide positive, seamless, and professional customer service in a considerate and timely manner.
• Maintain a consistent and differentiated client experience in a fast-paced, deadline-driven environment.
• Create thoughtful, personalized telephonic and/or email responses for various client needs.
• Uphold client confidentiality at all times.
• Accurately capture and process valid client instructions within set timelines and quality standards.
• Obtain missing information, documentation, and/or signatures following guidelines.
• Meet service targets and consistently exceed client expectations.
• Adhere to product, legislative, and compliance processes and procedures.
• Follow Client Centric and Treating Customers Fairly Principles.
• Participate in a culture of identifying and recommending improvements to enhance the client service experience, increase operational efficiency, and reduce risks.
• Make daily contributions to help achieve team goals, targets, and successes.
• Support the overall Momentum Investments service team to create a combined center of excellence.
• Assist your team in researching, following up, and resolving client inquiries and problems professionally and in a timely manner through effective interaction with clients, product specialists, operations areas, and other internal or external staff.

Relationships:

• Build and maintain productive operational relationships with key stakeholders across various channels and teams.
• Foster relationships with Financial Advisers, their staff, Momentum branch distribution staff, Business Development Managers, Fund Managers, PSP Providers, and any other stakeholders influencing our service experience and delivery.

Operational monitoring and reporting:

• Take responsibility for your team's daily and monthly targets and service level agreements, including production, turnaround times, quality, and client satisfaction.
• Create, track, and monitor individual performance dashboards for each team member, contributing to an overall team performance dashboard, and report at agreed intervals.
• Manage and monitor the team's work queues, service levels, quality rates, turnaround times, lost call rates, and work output per employee, reporting on them at agreed intervals.
• Provide meaningful reporting on operations and client services functions, highlighting insights, trends, root causes, and prevention strategies, reporting at agreed intervals. This includes quarterly Market Conduct, CEO, and CAF reports.

Escalations, complaints, errors, client feedback:

• Take responsibility for managing both reputation and financial risks resulting from processing instructions and interactions with internal and external clients.
• Oversee the management and resolution of escalated client complaints and inquiries received through various channels and platforms.
• Implement the complaints management approach by recording and managing all client complaints, escalations, P&Ls, VOC/VOI/VOYC, etc. Ensure accurate resolution, track queries, and use them to improve client service and business processes, reporting at agreed intervals.
• Coach, guide, and advise the team to ensure acknowledgment and response to all complaints within agreed SLAs, and escalate when necessary.

Processes, procedures, systems, efficiencies, cost effectiveness:

• Actively seek opportunities to improve operational efficiencies, enhance service delivery, and reduce costs and risks. Encourage the team to contribute ideas for continuous improvement.
• Monitor and evaluate operational processes for quality, effectiveness, and service experience, proposing adjustments as needed.
• Develop and implement standard operating procedures aligned with KB and Moodle, ensuring relevance and regular updates.
• Manage financial and other company resources under your control with due respect.

Risk, compliance, legislation, governance, audit:

• Identify, evaluate, report, and manage risks in your area by reviewing functions, processes, procedures, systems, etc., and ensuring adequate controls are in place to mitigate risk.
• Take responsibility for the team's internal and external audits and compliance reports, providing prompt feedback, and amending or improving systems/processes/procedures to prevent future issues.

Strategic | Working towards a sustainable future | 10% of time focus

• Explore creative ways to advance our business and service offerings into the future, aligning with our Strategic Objectives and Goals, and differentiating us from competitors.
• Actively plan and allocate resources for the future, aiming for increased client satisfaction by working smarter.