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Momentum Metropolitan Holdings, formerly MMI Holdings, is a South African-based financial services group was established on 1 Dec 2010, through the merger of Metropolitan and Momentum. We are specialists in long and short-term insurance, asset management, savings, investments, healthcare administration, health risk management, employee benefits and reward...
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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.
- Have experience in managing a client panel within an investment service environment, emphasizing relationship-building, personalized service, ease of doing business, and business growth.
- Possess extensive knowledge of various transfers and related legislation.
- Advantageous to have knowledge and experience in digital capabilities.
- Be 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.
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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.
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Role Purpose
- Data Analyst will be responsible for supporting the development and growth of data analytics capabilities within the DTO - CRO Office, working collaboratively with Group IT and the greater MMH Group Risk Community.
Requirements
- BCom (Information Systems) or BSc (Computer Science/Information systems) degree preferably honours
- Relevant Data Analytics certifications (advantageous)
- Relevant coding certification (advantageous)
- Minimum of 2 years data analytics experience preferably with PowerBI
- Broad generalist level knowledge of information security technology and IT such as, UNIX, Windows, databases, network infrastructure, firewalls, and application development.
Duties & Responsibilities
- Be proficient in the utilisation of MS Power BI
- Create PowerBI models and visualisations that provide a view of the control environment.
- Identify, acquire, prepare, and merge data from a large number of business source systems / data sources.
- Build strong relationships with Group IT (GRIT) to support the acquisition of data from the business source systems / data sources.
- Find innovative ways to access data generated from business-as-usual processes and tools.
- Create visualisations that provide simple and effective management information.
- Combine visualisations from various sources to create a “total picture” of the control environment.
- Assist the GRIT Head of Risk in the planning, development, and execution of data analysis procedures to create sustainable and repeatable data analytics and dashboards to support the IT Risk function
- Be able to build powerful and valuable Dashboard reporting to support the CRO function
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Role Purpose
- To manage the Risk team and engage and partner with Group IT around the complete Risk life-cycle.
Requirements
- BSc or BComm degree (or equivalent)
- Relevant industry certification i.e. CISA, CISM, CRISC and / or CGEIT (preferred)
- Relevant post-graduate degree (Risk Management and/or Compliance) (advantageous)
- Professional membership with ISACA (advantages)
- Registered with the Institute of Risk Management South Africa (RMSA) (advantages)
- Registered with the Institute of Compliance South Africa (ICSA) (advantageous)
- 8 - 10 years’ relevant industry experience, with at least 3 management capacity within a Risk and/or Compliance function
- Relevant industry and technical skills and experience, with an ability to provide strategic leadership where required.
- Knowledge of IT Strategy Management
- Comprehensive risk management skills encompassing the regulatory, governance, risk and compliance landscape.
- Understanding of Enterprise Risk Management (ERM), Own Risk and Solvency Assessment (ORSA) and Solvency Assessment and Management (SAM) practices and philosophy and relevant local legislation and regulations impacting risk management
- Knowledge of project management principles
Duties & Responsibilities
- Build strong relationships with internal and external stakeholders at all levels as well as senior executives and the wider Risk, Legal and Compliance community to remove hurdles and obstacles and co-create an empowered and risk-aware culture
- Engage with GRIT Executive / leadership team to help them to grow their areas by giving them risk support and guidelines, ensuring they are operationally sound and managing compliance with regulations
- Engage with Group IT to advise them on the risk profile and to keep them in the loop of issues that need to be escalated
- Engage with Risk, Legal and Compliance teams to co-create appropriate and effective controls across the risk spectrum
- Formulate risk appetite statements for the various risk domains.
- Assess the I&O risk profile in accordance with the appetite statements.
- Develop remedial plans with risk owners to manage risks to desired levels on an ongoing basis.
- Ensure appropriate oversight over I&O’s information assets and data integrity processes.
- Oversee on-going improvements and the feasibility of system developments and enhancements.
- Promote sound governance principles around decision making.
- Oversee the management of regulatory and compliance related requirements.
- Aggregate and produce risk reporting on key risks and chair the appropriate I&O risk committee.
- Provide engagement into major change programs delivering appropriate risk expertise.
- Actively manage risks in accordance with the organisations stated risk framework. Ensure risks are properly assessed; evaluated, recorded and remedial plans are agreed and monitored to completion.
- Continually liaise with individual risk owners to understand, manage, and optimise end-to-end risk identification, assessment, monitoring, quantification, treatment, and reporting processes
- Continuously monitor and evaluate the Group IT overall risk profile across the risk spectrum, including the dentification of strategic, financial, and business risks
- Pull the Group IT risk picture together (financial risks, operational risks, and legal and compliance views) to provide a combined assurance view to the CAF (Combined Assurance Forum)
- Ensure the GRIT audit plan speaks to the risks identified in the risk plan.
- Apply analytical and connective thinking skills to question and interrogate issues from different perspectives.
- Communicate clearly and concisely, showing courage in being willing to challenge, particularly up-the-line.
- Review working risk strategy in the light of changing requirements and monitor the implementation thereof.
- Enhance relationships between own function and key internal and external stakeholders to improve reporting and wider understanding of the GRIT risk profile.
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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
Other requirements
- Driver’s license and own vehicle
Duties & Responsibilities
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.
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Requirements
- Degree in Digital Design or equivalent
- Qualification in UX or Design Thinking
- At least 5 years’ experience in a design environment
- 2-3 years’ experience in UX and journey mapping
- Proficient in MS Office Packages (MS Outlook, MS Word, MS Powerpoint)
- Experience in the following will be an advantage:
- Wireframing tools
- Prototyping software
Duties & Responsibilities
- Apply structured thinking to lead, inform, design and test client experience journey maps.
- Lead concept development and testing to identify new opportunities.
- Develop in-depth understanding of target segments by identifying trends, opportunities, threats and environmental influences to spot opportunities for innovation and solutions.
- Design solutions that lead to market growth.
- Analyse client experience and sales volumes to enhance solutions.
- Keep ideas relevant and aligned with current methodologies/technologies.
- Collaborate with all stakeholders and work with multi-disciplinary teams to deliver an extraordinary user experience by understanding the user testing results and incorporating client insights into digital designs.
- Ensure a consistent and correct brand application and ensure alignment across media and platform.
- Lead workshop sessions and kick-off sessions to obtain requirements and get buy in to move projects forward.
- Present developed creative, wire frames, designs, and concepts to stakeholders at all levels of the business.
- Use your exceptional creative skills and ability to think out the box to produce the design assets that is required to deliver the digital client experience.
- Direct the digital creative development and production process with pedantic attention to user centered design detail.
- 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.
- Define service practices which build rewarding relationships, encourage innovation, and allow others to provide exceptional client service.
- 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.
HIGH LEVEL DELIVERABLES
UX Design
- User research feedback
- User personas
- Use journey maps
- “How might we” statements
- Wireframes
- High-fidelity prototypes
- User-testing reporting
UI Design / Visual Design
- Pixel-perfect prototypes
- Interactive prototypes
- Visual style guides
- Icon libraries
- Design specs for developers
- Branding materials or guidelines to supplement the product
- Design pattern libraries, style guides or design systems
UX Writing / content Strategist
- Copy writing
- Copy Guidelines
Product Design
- System design – how a product is structured to maximise interaction whilst meeting user needs
- Process design – the analysis, creation, and improvement of the actions performed within the system
- Interface design – the look, style, and feel of the app or website
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Role Purpose
- The purpose of the Employee Assistance Programme (EAP) Administrator role is to ensure that administrative functions within the Care Centre are completed efficiently and within the applicable service level agreement/s.
Requirements
- A National Senior Certificate is essential
- A relevant tertiary qualification will be advantageous
- Minimum of 3 years proven administrative experience
- At least 2 years’ experience in an EAP environment
- Experience working in a call centre environment is advantageous
- Sound knowledge of Microsoft/Office 365
Duties & Responsibilities
- Real-time monitoring of telephone utilisation and liaison with applicable team leader.
- Preparation of monthly telephony schedules and reporting for the teams.
- Follow-ups on abandoned calls and allocation to relevant team for callback.
- Screening and transferring of calls to relevant teams.
- Generate reports on telephony system and assist with trend management.
- Distribution of work that comes into the allocation inboxes or task workflows.
- Accurate record keeping for each item of work completed, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of an allocation.
- Accurate capturing and processing of invoices.
- Responding to after-hours and weekend crisis calls for assistance.
Competencies
- Administrative skills
- Client-focused
- Deadline and process driven
- Ability to work in a fast-paced environment
- Communication skills (written and verbal)
- Problem solving skills
- Attention to detail
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Role Purpose
- To provide administrative support to the GGI UMA Binder and UMA Broker Binder and outsource team, ensuring ongoing assistance to align with GGI Scorecard, regulatory requirements, and service offered to our clients.
Requirements
- Matric Certificate
- Tertiary education advantageous
- Proficiency in Microsoft Office – Excel, Word, PowerPoint, Teams
- At least 4 years’ experience in the short-term insurance industry
- General understanding of monthly results, bordereaux’s, loss ratios, regulatory requirements
Duties & Responsibilities
- Assist with GGI Intermediary onboarding process
- Maintain and update online filing system with intermediary information (Mfiles and Neo platforms)
- Coordinate and schedule meetings and appointments, Complete minutes and notes for UMA and NMI meetings
- Facilitate communication and query escalation and resolution between various internal departments
- Assist with the maintenance of process and SOP documentation in the UMA and broker Binder and outsource departments
- Assist with Premium collection Framework in GGI
- Load and maintain Teams sites and folders for UMA’s, Broker binders, Outsource, Administrators and internal divisions
- Follow up or provide feedback with clients on outstanding items such as client review and issue-tracker items
- Follow up on outstanding bordereaux’s
- Maintain updates on legal and compliance (intermediaries, binders, addendums, float agreements)
- Market conduct feedback for POPIA, TCF, CBR, PPR, complaints registers
- Assist with travel requirements for the GGI team
- Assist with salvage capturing on the salvage provider systems for broker binders
- General assistance on internal projects as and when necessary (eg. Training, BI integration etc)
Competencies
- People and relationship driven
- Ability to work collaboratively with cross-functional teams and build positive relationships with clients and colleagues
- Strong verbal language and written communication skills
- Excellent attention to detail and accuracy
- Ability to multi-task on various projects at the same time
- Strong customer service orientation
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Role Purpose
- The Underwriter will be responsible for writing new business, providing renewal terms, technical and claims advice, and liaising with brokers within the agreed mandate limits as determined by the Product Manager / Underwriting Executive.
Requirements
- Bachelor’s degree and/or equivalent NQF Level 7 qualification in commercial insurance
- FAIS compliant
- RE5 Short Term (Commercial and Personal Lines)
- At least 7 – 10 years’ experience in commercial underwriting
- At least 7 – 10 years’ experience leading a team of specialist underwriters and / or portfolio managers
- Technical knowledge on the underwriting of Non-Motor and Motor Commercial risks
Duties & Responsibilities
- Review and update of Company Underwriting manual /guide
- Continuous development of a risk-commensurate rating guide
- Technical underwriting of new and renewal business on Commercial Risks
- Ensuring that risks are written within the company’s risk appetite and complies within the reinsurance/underwriting treaties and internal mandates
- Facultative placements
- Basic system operating knowledge essential
- Manage renewal process, (analysis of claims history, risk profile and renewal terms) and credit control
- Adequate underwriting action to correct underperforming clients such as increasing premiums, excess payments, deductibles and or terminate relationship
- Manage Risk Survey process (survey requests, analysis, requirements, and implementation
- Maintain an acceptable portfolio loss ratio
- Build & Maintain policy wordings and ensure that the product remains competitive with market offering and amended regularly in line with re-insurance treaty specifications
- Develop and maintain exemplary broker service relationships
- Provide input into building and designing various aspects of the products on a designated system
- Providing brokers with advice, oversee broker queries, complaints, and problems
- Conducting product training to brokers
- Do broker visits with a view on growing the Commercial Product footprint, including the overall footprint of the
- Adhere to all aspects set out as per Commercial Standard Operating Procedures
- Conduct technical underwriting audits
- Assist with Audit process on existing policies, new business and renewals within delegated authorities, binders
- Assist with Audit process as requested by Outsourced Authorized Auditors
- Assist with due diligence process on potential book take-overs
- Resolve escalated technical queries and referrals within prescribed SLA’s
- Assist underwriting team with referral risks/mentoring and product training
- Staff leadership, management within various divisions
- Conducting product training to brokers
- Maintain, monitor and continually improve service levels
- Build and maintain internal and external relationships with all key stakeholders
- Design & deliver product solutions to meet the client’s needs
- Refer problems to relevant department, where necessary
- Assist and with problems and/or complaints where necessary
- Feedback evolving client needs and industry trends to business
- Suggest new products and or product enhancements to address changing client needs
- Ensure competitive pricing structure while maintaining loss ratio’s
- Take adequate underwriting action to correct underperforming clients such as increasing premiums, excess payments, deductable and to terminate relationship
- To perform any other duties that may be assigned
Competencies
- Collaboration
- Business acumen
- Networking skills
- Innovative
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Role Purpose
- Provide support on day-to-day activities, including anticipating needs that would facilitate smooth running of the Executive’s office to ensure that they are set up for success.
Requirements
- Relevant qualification. A qualification in Business Administration or Secretarial will be an advantage.
- A minimum of 3 - 5 years' experience as an Assistant to Senior Leaders.
- Highly proficient in MS office (Outlook, Excel, Word and PowerPoint).
- Experience with PeopleSoft, JDE, and JIRA would be advantageous.
Duties & Responsibilities
- Handle all administrative and secretarial activities for Executive and HC Team where appropriate.
- Coordinate day-to-day deliverables to set the Executive up for success.
- Arrange detailed travel arrangements (both locally and globally), compile all the relevant documentation and travel itinerary to ensure that travel runs smoothly for Executive.
- Pro-actively screen incoming calls, correspondence and respond independently where appropriate.
- Effective management of emails and mailbox, ensuring thee is no delay on responses.
- Support the flow of information within the Executive’s office, ensuring that matters for their personal attention are escalated and handled speedily.
- Ensure that the Executive has enough time to prepare for meetings including but not limited to meetings where the Executive is required to present.
- Capture all training for the team on the relevant systems.
- Manage the agenda and ensure minute taking during HC management meetings.
- Compile and share detailed action list following HC Management meetings outlining responsible individuals for each action item.
- Co-ordinate arrangements with regards to meetings (diaries, room booking, catering etc).
- Ensure effective management of sufficient office supplies where required.
- Collate, compile, and distribute the Executives packs for important meetings, with a high level of attention to detail.
- Ensure that the Exco/Board packs are printed and shared in a timely manner with EXCO/ Board.
- Add to the executives' efficacy by facilitating ad hoc personal matters efficiently and with high levels of confidentiality.
- As the representative of the Executive ensure that engagement with clients is professional and leaves a lasting positive impression.
- Build and maintain relationships with clients and internal and external stakeholders.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.
- Prepare and check invoices and load payments onto the procurement system for approval and conclude process once payment is approved.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
Competencies
- Client service orientation.
- Driving for results
- Collaboration
- Impact and influence
Method of Application
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