Job Opportunities at Momentum Metropolitan Holdings Limited

Role Purpose    

• The Service Desk Manager will be responsible for ensuring the efficient and effective delivery of IT support services to our internal users.
• He/She will lead a team of 2 service desk staff, who will provide guidance and support, and ensure that service level agreements are met.
• The goal will be to deliver outstanding customer service, resolve technical issues promptly, and contribute to the overall success of our organisation using ITIL processes.

Requirements    

• National diploma or degree in Computer Science or related field.
• ITIL 4, ideally to Professional certification level.
• 5+ years of experience in IT Service Desk Management.
• Demonstrated experience managing a team of technical professionals.
• Knowledge of IT best practices (e.g., ITIL, COBIT) and their application in IT service desk management.
• Expertise in managing IT service desk tools and software (e.g., ITSM, CRM, ticketing systems).
• Ability to develop and maintain SLAs and quality standards for IT service desk operations.
• A good understanding of the vast range of IT operations.
• Display excellent levels of client engagement.
• Service orientated in nature.
• Broad understanding of project management principles.

Duties & Responsibilities    

• Ensure all incidents which are logged, are accurately categorised.
• Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process.
• Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.
• Ensure reported faults are investigated and diagnosed.
• Responsible for managing a team of service desk agents.
• Contribute to the process of managing tickets or calls logged at the service desk.
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
• Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Train Service Desk Agents and cultivate the service excellence mindset in the Service Desk teams.
• Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required.
• Mentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement process.
• Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.

Competencies    

• Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them.
• Good collaboration skills and able to interact professionally.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical thinking skills.

go to method of application »

Role Purpose    

• The Distribution Support Administrator provides quick and accurate administrative support, to enable the branch support area to deliver a professional service to Financial Advisers and other stakeholders within Service Level Agreements and legislative/compliance requirements. 

Requirements    
Qualifications:

• Relevant Degree (NQF 7) Business-related qualifications

Experience:

• Proven minimum of 1 - 3 years' office administrator experience in the financial services industry
• Experience in the MDS Sales environment will be an advantage
• Proficient in Afrikaans and English (written and verbal)
• Knowledge of Microsoft Suite (Word, Excel, Windows etc.)

Duties & Responsibilities    
Internal Processes: Sales and Service Experience

• Understanding of end-to-end processes across product lines
• Understanding of end-to-end systems capabilities across product lines
• Challenge processes that do not serve the business - ease of business
• Good understanding of Compliance process adherence and impact of non-adherence

Quotes fulfillment and tracking

• Professional presentation of quote and relevant supporting documentation that support the 'adviceled' process
• Accountable for the new business process - end to end completed with least amount of comeback
• Process application form and engage with Financial Adviser /practice staff asap after 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.
• Training of Financial Adviser practice staff through knowledge sharing of digital capabilities (such as Power BI, Campaign master and etc.)
• Comfortable to be a first point of call on Financial Adviser /practice staff online navigation enquiries.
• 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 

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 

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 legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development 

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

Competencies    

• Business Acumen
• Drive for Results
• Leads Change and Innovation
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness 

Closing Date    
2023/08/06

go to method of application »

Role Purpose    

• Set, prioritise and evaluate the work generated by business product owners and development teams, ensuring the delivery of high-quality products meeting all necessary business outcomes, requirements, features and functionality required by the business for the Cell Captive Platform and related solutions, data acquisition and usage of said data in the Guardrisk Group.

Requirements    

• Relevant qualification in  Computer Science, Information Technology, Industrial Engineering, or related area (essential)
• Relevant progression certificates (such as Agile/LEAN) Scrum Certified Product Owner (desirable)
• At least 2 years' relevant experience as a Product Owner or Product Consultant (essential)
• At least 5 years' relevant experience as a Senior Developer, Project Manager, Business Analyst, Development Manager or Agile Coach (essential)
• At least 6 - 8 years’ domain knowledge in Insurance (Short Term / Life / Microinsurance / Health Insurance) (essential)
• Experience of managing projects, BAU work and product road map prioritisation (essential)
• Exposure to diverse IT solution implementation in a variety of environments (desirable)
• Experience in cell captive solutions, CRM solutions, broker portal solutions, BPM/workflow solutions,business process/strategy analysis, solid business acumen/skills and SME stakeholder management/commitment between business and solutions
• Knowledge of client experience and client lifecycle management
• Exposure to defining minimum viable products (MVPs)
• Knowledge of standard software development roles and responsibilities
• Knowledge and experience of working with Agile delivery methods
• Knowledge of requirements capturing and specification techniques
• Knowledge of conducting user research and working with teams to develop wireframes and specifications for new product features
• Knowledge of project management including product-based planning techniques, business case creation and maintenance, and risk management
• Experience of managing multiple feature development in one backlog
• Experience in scheduling functional and non-functional requirements
• Understanding of end-to-end product management principles

Duties & Responsibilities    

• Responsible for the full product life cycle and road map of end-to-end products including visibility, finance, marketing and enhancement of product value proposition within the Guardrisk Cell Captive businesses
• Align development teams priorities according to business outcomes and requirements based on the business strategy and priorities.
• Ensuring the business strategy and business outcomes are translated to tangible deliverables, compiling a product backlog in agreement with business
• Actively manages and prioritises the product backlog, ensure the product backlog is visible and clear to all parties. Show the Agile Delivery Teams what is next
• Focus on "the search for a better way(vision)” in the digitization journey of the Guardrisk Cell Captive businesses, working closely with all key stakeholders
• Be a knowledge leader with regards to the product, keeping abreast  with  market,  practices  and  client trends
• Take accountability for the Business Capabilities, User Experience and Technology solutions for the Cell Captive businesses in consultation with the Cell Captive businesses and the Ecosystem of Solutions providers
• Work closely with the CIO, COO, Business Solutions Architect, Business Product owners and the Enterprise Solutions Architect to ensure alignment and design for the future of a digital Cell Captive business is achieved
• Ensure the business have a clear understanding of the governance frameworks within which we deliver as part of a regulated insurer and a business unit of Momentum Metropolitan Group
• Facilitates the relationship between Business and the Agile Delivery Teams delivering the solutions in the Cell Captive businesses
• Where appropriate align the project approach to achieve business outcomes, this might require deviating from the Agile approach
• Supports the Agile Delivery Teams in delivering value, working closely with Scrum Masters in delivering agreed Sprint Goals
• Contributes to the vision and roadmap required by the businesses
• Become the de facto voice of the Cell Captive Businesses on delivery
• Work closely with the CIO and COO to ensure capacity is right for optimal development velocity
• Stay abreast of modern technology solutions available
• Reporting to stakeholders and relevant committees as defined. Project progress and status reporting

Competencies    

• Business Acumen
• Strategic Thinking
• Systems/Solutions Thinking
• Influencing and Persuading
• Prioritisation
• Drive for Results
• Motivating and Inspiring teams
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness

Closing Date    
2023/08/16

go to method of application »

Role Purpose    

• Responsible for the planning, management and control of the administration department through operational execution of the client service strategy to ensure effective and consistent client experience.

Requirements    

• Matric (subjects including Mathematics and Accounting)
• Related qualifications/Degree
• 6-8 years' experience in the financial services industry

Duties & Responsibilities    

• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Monitor and evaluate operational processes for quality and effectiveness and make adjustment as required.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Workflow management: Daily workflow management and effective resource planning. Problems identified & resolved. Service Level Agreements adherence and production statistics.
• Reporting: Deliver quality and meaningful reports on client service within agreed timeframes. Identify and report new trends in the market. Identification and reporting of system related problems.
• Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
• Customer engagement/retention: Engagement/retention of clients within current portfolio.
• External Customer Satisfaction: Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
• Internal Collaboration: Effective and consistent service delivery and support to all internal clients.
• 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 in order to ensure that client expectations are managed.
• Create a positive work climate and culture.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Implement sound financial controls and monitor and manage expenditure relative to budget.
• Take responsibility for the unlocking of operational efficiencies.
• Implement risk management, governance and compliance policies in own practice area.
• Manage governance and risk exposure liability.

Competencies    

• Business acumen
• Client commitment
• Drive for resultsLeads change and innovation
• Collaboration
• Impact and Influence
• Self -awareness and insight
• Diversity and inclusiveness

Closing Date    
2023/08/09