Active Jobs at Momentum Metropolitan Holdings Limited

Role Purpose    

• An opportunity is available in the Metropolitan Broker Support team reporting into the Distribution Operations function that supports all distribution channels in Metropolitan.
• This role focuses on enhancing broker services through efficient query handling, and compliance oversight. It plays a key part in driving operational excellence and client satisfaction within the broader distribution ecosystem.

Requirements    

• Matric / Grade 12 / National Senior Certificate
• Recognized Qualification as per the FSCA list or Wealth Management
• RE1 required
• RE5 preferrable
• Minimum 5 - 8 years long term insurance experience
• Business acumen
• Data analysis
• Governance, risk and controls
• Industry trends
• Relevant regulatory knowledge
• Decision making process

Duties & Responsibilities    

• As a Key Individual, lead the broker support team to ensure Metropolitan's full regulatory compliance
• Comply with risk standards, policies and procedures as required by Compliance
• Align team activities with Metropolitan's overarching goals, such as delivering exceptional broker services while upholding integrity and client-centric principles
• Build and maintain strong ties with brokers, and internal teams through regular communication and transparent updates
• Responsibilities include assigning, monitoring, and track team tasks to ensure timely completion and accountability. Generate regular reports on key metrics eg. workload distribution, performance against targets, issue resolution rates, and compliance status for leadership review and continuous improvement.
• Manage the performance of staff and track team performance against established goals
• Manage quality of work by performing quality reviews. Provide targeted coaching sessions based on review findings, offering constructive feedback, skill-building training, and performance improvement plans to elevate overall team standards and service delivery.
• Encourage the team to identify and recommend ways to improve business processes and systems to operate more effectively and add value to clients and business
• Share knowledge and industry trends with the team and stakeholders during formal and informal interactions
• Issue tracking with the development and implementation of action plans

Competencies    

• Building partnerships
• Earning trust
• Coaching
• Collaboration
• Decision making
• Working standards
• Leadership disposition
• Planning and organising

Closing Date    

• 2026/02/18

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Role Purpose    

• Manage and motivate a team of Financial Advisors to deliver an excellent client experience and support the achievement of Metropolitan Channel sales targets

Requirements    

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)

Skills and Knowledge

• Relationship building
• Networking
• Good communication
• Computer Literacy  
• Financial services industry (relevant legislation, product and process knowledge, Class of Business knowledge
• People Management

Duties & Responsibilities    

NTERNAL 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.

Competencies    

• Business Acumen
• Client/ Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Motivating and Inspiring Team
• Impact and Influence
• Collaboration
• Self-Awareness and Insight

Closing Date    

• 2026/02/28

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Role Purpose    

• This role is key in ensuring Momentum Group lives up to its purpose of building and protecting our clients’ financial dreams.
• The Service Specialist plays a vital role in bringing this to life by offering caring, efficient, and high-quality service.
• Being there for our clients – whether they are direct clients, advisers, or adviser assistants – and making sure their queries and concerns are resolved with understanding and care, the first time around.

Requirements    

• Grade 12 or equivalent (with Mathematics and/or Accounting).
• Minimum two to three years’ experience in the Investment, Insurance, or Financial Services industry.
• Strong background in administration and client servicing.
• Knowledge of Momentum Investments products, systems, processes, and procedures is advantageous.
• Advanced computer literacy with ability to navigate dual screens and type efficiently.
• Knowledge of digital tools, system troubleshooting, and issue resolution.
• Familiarity with compliance frameworks and legislation within the financial services industry.

Duties & Responsibilities    

Client Orientation

• Handle incoming calls, emails, and transactions that are easily finalised from clients.
• Provide accurate information on products, services, and processes.
• Resolve client complaints and escalate where necessary to relevant stakeholders.
• Apply the HEAT methodology (Hear them out, Empathise, Apologise, Take ownership), withevery interaction.
• Identify recurring client pain points and take ownership in resolving them.
• Suggest solutions to improve client experience and service excellence.
• Adhere to security and privacy protocols, consistently when dealing with client information.

Client Communication

• Use professional business language (no slang).
• Communicate precisely, avoiding jargon, and provide clear timelines.
• Close the communication loop to ensure client queries are resolved.
• Demonstrate excellent verbal and written communication skills.

Collaboration with Teams

• Work with other service teams to enhance overall client satisfaction.
• Collaborate with technical teams to troubleshoot issues and provide system feedback.
• Share insights on interactions to identify trends.
• Contribute to a qualitative way of work by identifying and reporting errors or inconsistencies- to improve client satisfaction.

Performance and Monitoring Trends

• Support management and report system errors (e.g., Vitel issues, CCF errors) and log Jiraswhere required.•Adhere to all the key performance indicators (productivity, rework rate, SLA etc.) for the role.
• Training and Knowledge Sharing
• Share best practices and insights with colleagues.
• Utilise Knowledge Owl to ensure knowledge retention.

Competencies    

Critical Thinking and Problem-Solving

• Analyse complex queries, take ownership of acknowledging the matter, and, where necessary, refer to the relevant stakeholders for further assistance.
• Identify recurring calls for similar matters and take ownership to resolve matters.

Attention to Detail and Accuracy

• Maintain meticulous standards when dealing with calls, emails andtransactions (chats).
• Every interaction needs to be dealt with the same level of consistency, embedding our values that we are obsessed with how we make our clients feel.
• The quality of our work needs to be accurate and adhere to our standard work rules and processes.

Adaptability to Technology

• Confident in using digital platforms and software.
• Quick to learn new systems and tools.

Industry and Process Knowledge

• Familiarity with investment, insurance, and financial services processes.
• Understanding of relevant legislation and terminology (POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS).

Time Management and Organisation

• Be open to a shift rotation (08:00-17:00).
• Ability to manage multiple systems at a time.
• Timekeeping is essential- be at your workstation at least five minutes before your shift starts to check all your systems.

Closing Date    

• 2026/02/16