Active Jobs at Momentum Metropolitan Holdings Limited

Requirements

• Matric or Grade 12
• 3 years minimum non-life insurance experience
• 3 years minimum non-life claims experience will be beneficial
• 3 years minimum claims procurement experience will be beneficial
• Experience in the claims supply and service chain
• Experience with incident managers
• Knowledge of the legislative impact on the insurance and financial services industry
• Relevant regulatory and compliance requirements
• Knowledge of the competitor landscape
• Certificate in Procurement supply chain management will be beneficial
• Hold a valid driver’s license
• Willing to travel if required

Duties & Responsibilities

• Managing service providers within the claims service chain
• Conduct monthly service provider audits to confirm if the Service Level Agreements are adhered to
• Hold monthly one-on-one meetings to discuss any performance & development topics with service providers.
• Be assertive and interacting with partners daily
• Support the Claims Procurement strategic objectives
• Partner with Momentum Insure’s internal stakeholders [Actuarial, Underwriting, Legal, Claims, Sales, and Servicing], including communication and training.
• Investigate and report on potentially fraudulent service providers.
• Identify innovative opportunities to improve efficiencies & client experience and manage claims costs
• Manage service provider relationships and performance [including performance management & termination]
• Present procurement initiatives to the Claims Procurement Steering Committee
• Implement procurement initiatives
• Manage Broad-Based Black Economic Empowerment initiatives and legislative requirements
• Manage Enterprise and Supplier Development initiatives and legislative requirements
• Draft monthly reports for the Head of Claims Procurement and the Procurement Steering Committee

go to method of application »

Formal Education:

• Appropriate 3/4 year IT qualification
• (Computer and Information Science, Management Information Systems, Information Technology, Computer Engineering, Computer Programming)
• Advanced SQL programming training

Experience

• Minimum of 5 - 7 Years IT Experience
• Experience in dealing with teams within geographical and technical complex environment.
• Extensive exposure to SQL programming and database systems is required
• General IT skills are essential, like windows, excel, ftp and the ability to research and solve business problems with IT solutions
• Knowledge of Financial and Insurance Business is a definite advantage
• A background in Programming and IT System Support of large, complex systems is required.

The main functions:

Owls System Support

• Execute business needs, which require development, testing and implementation of the required solutions based on identified priorities within the team
• Owls system Operational monitoring and reporting
• Understanding and keeping track of changes made in Test and Live environments
• Identify, minimize and escalate potential risks and opportunities in the Owls System and any interfaces to other systems or manual processes.
• Ensure effective business alignment by developing and maintaining effective relationships with all stakeholders as part of the IT Team
• Deliver successful end user support to Business
• Implement and adhere to best practice guidelines, policies, processes, and procedures.
• Assist with user training and guidance and training and user queries.

Security and User Management

• Business application security administrator for Zestlife Owls application.
• Assist with IT audits for Zestlife
• Assist with quarterly security reports
• Assist users with password resets

go to method of application »

Requirements

• Business related Diploma/Degree.
• 2-3 years exposure to the Life Insurance industry.
• Knowledge of Medical terminology (Preferred).
• Matric

Duties & Responsibilities

• Contribute to the overall team achievement of set team targets through excellence.
• Answer and provide first time resolution and quality driven responses to all correspondences.
• Adhere to the standard operating procedures when communicating with clients through recording and updating of calls, update query with actions taken and escalate to the relevant assessor on the claims system.
• Engage with clients in a client centric manner
• Keep client informed (verbally and/or in writing) if any unresolved queries are outstanding.
• Delivering effective and consistent service and support to external clients within specified service level agreements.
• Engaging and retaining of clients within their current portfolios aligned to the Treating Customers Fairly principles.
• 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.
• Develop and maintain productive and collaborative working relationships with colleagues, peers and stakeholders.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving your career development.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Responsibly managing financial and other company resources under your control.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

go to method of application »

Experience And Qualifications

• Matric or equivalent.
• Valid driver’s license.
• 1 to 2 years experience in the retirement industry environment.
• Verbal and written communication.
• Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred).
• MS Office Suite (Word, Excel).

Internal Process

• Engage and liaise with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
• Conduct both telephonic engagements and physical visits to families to investigate and verify information provided by claimants.Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.
• Assist and follow up with beneficiaries and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) on outstanding information required for the investigation of death claims.
• Detailed update of the death claims control and system notes’ weekly to advise on the status of all death case investigations allocated.
• Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable and relevant processes.
• Complete death case file, once approved at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) must be consolidated and uploaded to the Benchmark system in accordance with the applicable business processes (e.g., signed resolution, certified death certificate, etc.).
• Complete and package all beneficiary details individually in accordance with the applicable checklists and disburse in accordance with business processes to the Benchmark system.
• Liaise with internal departments for documentation related to a death in service (e.g., benefit claim form, death claim ) to ensure that the claim is investigated within agreed service levels.
• Prepare detailed summary report per death case for presentation at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) monthly.
• Prepare, distribute, explain, and follow up with beneficiaries on allocation letters and payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines and timeliness stipulated in the allocation letter.
• Maintain consistent service delivery in accordance with client Service Level Agreements to ensure client retention, satisfaction and to maximise client experience and influence positively by dealing with client requests in a competent, efficient, and professional manner.
• Provide relevant and accurate information to all members of funds under administration of MRA in Regional Office centres (both walk-in and telephone enquiries).
• Provide first time resolutions on client queries (members’, beneficiaries, employers, ), or if not, investigate client queries and providing feedback within agreed time frames. If you cannot resolve, escalate to senior prior to agreed response timeframe or manage response expectation to client.
• Taking ownership of queries and ensuring they are resolved timeously and effectively.
• Maintain a register of queries received, the type of queries, Fund related to and the details of the enquirer on the platform and format provided and communicate this weekly to management.
• Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
• Conduct member education sessions (e.g., Inductions, Employer Wellness Days, pre- retirement presentations etc.) to create awareness of the various features and processes associated with the Fund.
• Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation. Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
• Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre- retirement presentations etc.) to create awareness of the various features and processes associated with the fund.
• Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.
• Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.

Client

• Provide authoritative expertise and factual information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders 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.

People

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

Finance

• Identify opportunities and provide solutions to enhance cost-effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

go to method of application »

Relevant Experience

• Investments Service: A minimum of 4 years of practical and relevant experience within the Momentum Investments service area. Familiarity with the four functional lines (Wealth, MWI, MCI, and Annuities) is advantageous, along with product, process, procedure, and system knowledge.
• Industry Experience: At least 10 years of practical and relevant experience within the broader Investment, Insurance, and Financial Services industry. Demonstrated excellence in administrative tasks and innovative client servicing and support, with experience in the investment industry (LISP) considered a plus.

Educational Background

• A minimum of a Grade 12 certificate is non-negotiable.
• A Bachelor of Commerce in Finance/Investments or related degree or relevant tertiary qualifications is advantageous.

Task Description:

Processing Death Claims:

• Initiate Claims: Receive and index death claim requests, creating an 'Investment Death Claim' task for each case.
• Acknowledge Receipt: Send an email to the claimant or the sender of the instruction to confirm receipt of the death claim request.
• Register Date of Death: Once a copy of the death certificate is received as proof of the investor's passing, register the date of death in the system.
• Process Claims: Handle death claims for both voluntary and compulsory products, ensuring adherence to all applicable guidelines.
• Forex Beneficiary Claims: Process claims related to Forex beneficiaries as required.
• Draft Resolutions: Prepare resolutions for the stabilization funds (specifically the Retirement Annuity Option and Retirement Preservation Option) and present them to the Trustees.
• Communication: Maintain effective communication with advisers, clients, and third-party financial service providers (FSPs) to address any outstanding requirements via phone and email.
• Minimize Issues: Actively work towards reducing any possible losses and manage escalations or complaints to ensure a smooth operational process.
• Follow established procedures: Ensure that all tasks are completed in accordance with the set procedures to maintain consistency and compliance in the death claim process, and to minimise risk of fraud, etc. Use the standard death claims checklist to verify that each step of the claim process is verified and completed accurately. Adhere to the four-eye principle by conducting a peer review of death claims. This quality control measure is essential for minimising errors, reducing our risk, and ensuring both accuracy and a positive service experience for beneficiaries.
• Provide Feedback: Report daily on stats related to claim processing and outcomes.
• Achieve Targets: Meet personal daily and monthly production, quality, and client satisfaction targets.
• Service Level Compliance: Familiarise yourself with the prescribed SLAs for processing death claims. Track the processing time for each request to ensure compliance with SLAs. Communicate proactively with relevant stakeholders if death claims are at risk of exceeding their SLA.
• Tools and Systems Usage: Utilise Jira, Gemstone, and BPM systems accurately to record incidents, track progress, and document the death claim process. Ensure all entries in these systems are complete and reflect the correct status of the actions taken. Validate data in the systems regularly to avoid errors and maintain data integrity.
• Participate in Projects and Reporting: Be involved in continuous improvement projects aimed at optimising the death claim process. Provide feedback based on your experiences to enhance operational efficiency. Generate regular reports on death claim processing statistics, trends, and issues to share with management and stakeholders.
• Collaboration and Support: Set up regular meetings with the death claims, forensics and risk teams to discuss ongoing issues and collectively brainstorm solutions to complicated problems.

General responsibilities

• Exceptional Customer Service: Deliver positive, seamless, and professional customer service in every interaction, ensuring your responses are timely and considerate.
• Consistent Client Experience: Maintain a differentiated client experience even in a pressurized, fast-paced, and deadline-driven environment.
• Client Confidentiality: Uphold client confidentiality in all interactions and processes, reinforcing trust and security.
• Accurate Processing: Capture and process valid instructions accurately and efficiently on the first attempt, consistently exceeding service-level timelines and quality standards.
• Information Gathering: Request and gather any necessary information and documentation, adhering strictly to legislative, compliance, and risk guidelines.
• Team Collaboration: Support the Wealth service team in processing tasks as needed, contributing to a collective effort to create a centre of excellence in service delivery.
• Regulatory Compliance: Adhere consistently to all product, legislative, risk, and compliance processes and procedures.
• Client-Centric Principles: Implement Client Centric and Treating Customers Fairly principles in all dealings to ensure fair and transparent service.
• Risk Management: Take personal responsibility for managing reputational and financial risks related to client interactions and instruction processing.
• Performance Accountability: Own personal responsibility for meeting daily and monthly targets related to production, quality, and client satisfaction.
• Team Contributions: Actively contribute toward the Wealth teams’ goals, taking joint responsibility for achieving collective deliverables.
• Problem Resolution: Research, follow up, and resolve client inquiries efficiently, involving all relevant stakeholders and providing continuous feedback.
• Client Service Improvement: Participate in initiatives to identify improvements that enhance the client service experience, increase operational efficiency, and mitigate risks.
• Self-Development: Commit to personal growth by actively seeking opportunities for improvement in knowledge and skills relevant to your role.
• Expertise Development: Continuously enhance your professional understanding of products, processes, compliance, and industry legislation to provide informed service.
• Alignment with Values: Embrace and embody the Momentum Group values: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork in all aspects of your role.

go to method of application »

Qualifications

• Matric or equivalent NQF Level 4 qualification
• FAIS Representative Regulatory Exam Level 5 passed
• 120 credit FAIS recognised qualification

Experience

• 3-5 years’ working experience in the insurance industry environment
• A Minimum of 2 years managerial experience in overseeing the rendering of financial advice to fulfil the duties of a compliant key individual and be registered with the FSP
• FAIS Tier 1 & 2 financial products (Long term insurance products, Pension benefit products and Collective investment scheme products)
• Class of Business 3 and 7 (Preferable)

INTERNAL PROCESS

• Managing a team of Financial Advisors
• Develop plans to achieve sales targets in line with client centric practices.
• Manage the adherence to operational processes, policies, and legislative requirements.
• Develop action plans and initiatives to drive sales, motivate team and improve performance.
• Communicate and implement approved team targets within area of responsibility.
• Implement action plans to achieve sales targets and business goals.
• Effectively manage all day-to-day team activities and escalations.
• Collaborate with Quality Assurance and Performance Coaches to guide and coach team to increase productivity, compliance, and quality of calls.
• Regularly assess team members’ performance against targets and implement actions to increase performance.
• Assess service delivery based on engagements with business stakeholders and relevant analytics and implement plans for improvement.
• Maintain effective and efficient record keeping on the relevant system.
• Conduct regular engagement with team members to cascade information and team objectives.
• Cultivate and manage working relationships with a variety of stakeholders.
• Analyse, identify trends and report on team performance and productivity.
• Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.
• Implement measures to address non-performance within the team.
• Identify operational efficiencies and make recommendations for improvement.

CLIENT

• Drive client service delivery goal achievement in line with predefined standards 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.
• Provide regular reports on delivery of services.
• Provide authoritative, expertise and advice to clients and stakeholders.
• 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 provide exceptional client service.

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 Momentum Metropolitan 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.
• Support 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

• Give input into the budget for area and implementation of financial regulations.
• 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.

go to method of application »

Requirements

• Matric
• Computer Literacy(MS Word, Outlook and Excel)
• Comfortable with Insurance Systems
• NQF 5
• Insurance related qualificationRE exams for representatives
• Extensive experience of commercial, fleet claims
• RE Exam
• Registered Representative
• At least 5 years of motor claims experience and aggregate claims
• At least 1 year management experience
• Intensive knowledge of Commercial and Corporate insurance products and claims (motor and non-motor)

Duties & Responsibilities

• Provision of an efficient and effective insurance claims service. This includes ensuring that all claims related matters are dealt within the timescales imposed by statute and all monies due to the organisation arising from material loss are maximised and recovered without undue delay.
• Handling /settling claims in accordance with applicable policies and standard operating procedures
• Handling and settling claims within stipulated time frames and as per SLA’s in place
• Entering into settlement negotions in conjunction with Manager, attending meetings and seminars and alerting senior management to developments in the field particularly as it affects the industry sector in which the organisation operates
•  Providing Clients/ Brokers with the highest standard of service
•  Effecting training/briefing sessions for staff at all levels
• Ensuring diary system is implemented and adhered to maintaining and updating reserves, attending to payment requests
• Attending to payment requests
• Managing outstanding claims volumes and estimates
• Timely responses to email and telephonic messages
• Proper time keeping and task prioritization
• Attending to any other tasks as may be assigned from  time to time
• Provide a supervisory function over a defined area within the claims department which shall include among others
• Providing technical advice to the area where required
• Generate and use reports off the claims system to ensure effective management of the team
• Manage and reduce weekly exceptions
• Weekly operational reporting to the Claims Manager
• Regular engagement with team to identify and address performance and general efficiency issues
• Continually manage, review and measure team activities against targets and SLA’s
• Manage preferred list of service providers and monitor service levels
• Enable and track system enhancements
• Building relationships with service providers and manage SLA’s
• Make claim decisions with claims mandate
• First signatory authorization on payments
• Ensure technicians have attended to their daily/weekly/monthly responsibilities
• Managing, mentoring and instructing staff regarding claims handling and processing
• Ensuring compliance with company standards/regulations
• Ensure that all staff are up to date with product knowledge

go to method of application »

Qualifications:

• Office administration qualification or Business related (Degree/NQF 7)

Experience:

• 1-2 Year experience in financial service (essential)
• Insurance industry experience (preferred)
• Experience within the MDS Sales environment will be an advantage.

Internal processes: Sales and Service Experience

• Demonstrating an understanding of end-to-end processes for various product lines.
• Identify and address processes that do not support business efficiency and ease of operation.
• Have a good understanding of Compliance process adherence and impact of non-adherence.
• Have an ability to present quotes and relevant supporting documents professionally to uphold an 'advice-led' approach.
• Ensure the new business process is handled end-to-end with minimal need for revisions.
• Handle the processing of application forms and promptly engage with Financial Advisors/Practice staff upon receipt.
• Engage with Financial Adviser practice staff to ensure processing happens smoothly with full ownership of the process through understanding and conveying the reason for requirements.
• Ensure all cases and new business applications are correctly recorded and kept up to date on activity manager.
• Log appropriate activities, timeously (quotes and Financial Adviser engagements)
• Consult systems to view progress - those documents pull through correctly.
• Manage pipeline - keep clean and relevant. Drive submission of requirements to ensure cases issue.
• Having regular engagement sessions with Business Consultant to update on status of all quotations, pipeline business and any other sales enablement updates.
• Prepare Consultant for engagement – by providing reports, quote feedback, pipeline business.
• Co-accountability for Momentum Distribution Service target achievement with consultant
• Administratively support Consultant on all planned marketing calls - to follow through in support.
• Understanding of all available reports such as Power BI, lapse and arrear reports, reinstatement reports
• Provide training to Financial Adviser/practice staff by sharing knowledge of digital capabilities such as Power BI, Campaign master etc.
• Capable of being the primary contact for online navigation enquiries from Financial Advisers/Practice Staff.
• Ensure that all training interventions are recorded on appropriate reports.
• Provide support to other branches (nationally) when need arises to ensure business continuity.
• Identify and report process and system failures and enhancements to improve client experience.
• Escalate faults and other housekeeping issues with the relevant stakeholders or service providers.
• Engages in service center escalations to enhance the customer experience, demonstrates quick thinking, and consistently maintains a positive ambassadorial approach with a can-do attitude.
• Demonstrates high-quality processing and resilience in follow-ups, ensuring cases are resolved promptly within stringent performance standards.

Client Advisor: Stakeholder Engagement

• Ensure all internal and external engagements are conducted in a professional manner.
• Maintain meaningful business relationships with all stakeholders.
• Provide authoritative expertise to clients and stakeholders.
• 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.
• Supporting MDS, IFA, and IFA practice through online capability knowledge and subsequent training.
• Understand and fulfil on the role requirement to keep consultants fully abreast of pipeline and new business activities to be fully informed in the face of the IFA.

Collaboration and Self-development

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislative knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.

Finance: Business Efficiencies and Effectiveness

• Identify opportunities to enhance effectiveness and increase operational efficiency.
• Manage company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

go to method of application »

Qualifications:

• Matric or equivalent NQF Level 5 qualification
• RE5
• FAIS Representative legislative qualification
• Class of Business 3 and 7 (preferable)

Experience:

• 3-5 years of working experience in the financial services industry.
• A minimum of 2 years of managerial experience overseeing the rendering of financial advice
• Experience in FAIS Tier 1 Long Term Insurance and Pension Benefit products
• A valid driver's license and access to your own vehicle
• Computer literacy

Duties & Responsibilities

• Leading and managing a team of Financial Advisers.
• Developing action plans to drive sales and enhance performance.
• Ensuring compliance with operational processes and legislative requirements.
• Cultivating a branch culture to energise employees and maximise productivity.
• Recruiting and selecting high performing Financial Advisers to join your team.