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...
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
- Matric or equivalent NQF Level 5 qualification
- RE5
- FAIS Representative legislative qualification
- Class of Business 3 and 7 (preferable)
- 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 (advantageous)
- Computer literacy
- Must be a member of the Nazareth Baptist Church
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.
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
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Role Purpose
- Develop and drive profitable sales through effective plans, targets and growth in support of the business sales strategic objectives and maintain compliance with regulatory requirements.
- Provide strategic leadership to integrate and optimise Tele and Digital channels, leveraging technology to driveprofitable growth, operational efficiency and a seamless, client-centric omni-channel experience that enablesfuture-ready distribution and service models.
Requirements
- Postgraduate qualification in Business Management or related field
- RE5 and RE1 FAIS Regulatory accreditation
- 8+ years’ experience within financial services, with at least 3 years' experience in a senior leadership role
- Extensive senior leadership experience within omni-channel, digital transformation, contact centre, sales or client experience environments.
- Proven experience leading large-scale transformation, operational optimisation and digital enablement initiatives.
Duties & Responsibilities
- Develop and execute an integrated Tele and Digital strategy aligned to Metropolitan’s strategicobjectives.
- Design and optimise integrated client engagement and distribution models across Tele, Digital, Serviceand related channels.
- Lead digital transformation initiatives that enhance scalability, agility, operational resilience and clientcentric service delivery.
- Drive innovation, digitisation, automation and continuous improvement across the omni-channel environment.
- Enable sustainable commercial growth through integrated omni-channel distribution and engagementstrategies.
- Improve operational productivity, conversion rates, persistency and value of new business.
- Optimise lead generation, channel performance and client engagement to maximise commercialoutcomes.
- Provide strategic oversight of financial performance, resource optimisation and cost efficiency across the omni-channel ecosystem.
- Use data-driven insights to inform decision-making, improve client journey and scale performance.Implement design thinking and agile methodologies.
- Define and embed a unified client experience strategy across all channels and touchpoints.
- Drive seamless, personalised and efficient client journeys that improve client satisfaction, loyalty and fast-claims turnaround.
- Monitor and improve customer experience and service performance metrics, such as NPS.
- Lead end-to-end process optimisation initiatives to improve efficiency, turnaround times, scalability and service delivery.
- Simplify operating models, eliminate inefficiencies and strengthen operational integration across channels.
- Drive operational disciplines that support sustainable growth, quality service delivery and resilience.
- Lead and develop multi-layered team within Tele and Digital environments.
- Foster a high-performance, innovative and client-centric culture.
- Drive leadership capability, succession planning, employee engagement and change agility.
- Ensure compliance with all relevant legislative, regulatory and governance requirements, including FAIS, POPIA, TCF and the Long-term Insurance Act.
- Implement effective risk, fraud prevention and governance controls across the omni-channel environment.
Competencies
- Strategic and commercial leadership
- Digital and innovation mindset
- Strong decision-making
- Stakeholder influence and collaboration
- Client-centric leadership
- Operational excellence
- Change leadership and execution
Closing Date
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Role Purpose
- An exciting permanent position for a motivated and numerate Workflow allocator has become available in the Group Insurance & FundsAtWork Pricing department within Momentum Corporate.
- This department is responsible for setting premium rates for existing and new business. The area is a high-pressure environment, and the suitable candidate needs to be able to produce high quality work while ensuring that tight deadlines are met.
Requirements
- Minimum matric with exemption including Mathematics (Pure) and Accounting/Physical Science.
- 2-5 years' work experience in the Insurance, Employee Benefits or other Financial Services industry is preferable.
- Work Experience in workflow allocation would be advantageous.
Duties & Responsibilities
INTERNAL PROCESS
- Manage the Pricing team workflow mailbox to ensure all incoming requests are attended to timeously.
- Ensure that the workflow mailbox is cleared from incoming mail daily.
- Screen and analyse incoming workflow requests to ensure all requirements are provided.
- Liaise with the Sales team and other internal clients with regards to deadlines and ad hoc allocation related queries (e.g. outstanding information).
- Apply judgement and allocate to various pricing teams based on guidelines provided.
- Capture the requests on the required systems.
- Capture the relevant data at allocation and quote despatch stage for reporting purposes.
- Close cases on the workflow system when required.
- General procedural maintenance (e.g. filing).
- Assist the Pricing team leaders with other ad hoc functions (e.g. meeting bookings, general arrangements).
- Ensure that all protocols, tools and systems are adhered to and are used correctly and effectively.
CLIENT
- Engage in effective communication and exceed customer service expectations.
- Maintain a consistent service delivery to ensure client retention and satisfaction.
- Maintain a broad product knowledge to respond to customer queries effectively and accurately.
- Deliver on service level agreements with internal and external stakeholders to meet or exceed client expectations.
- Build and maintain strong relationships with the Sales channel and other clients
- Ensure satisfactory resolution of all queries and problems.
- Participate in the design and application of a stakeholder feedback capability in respect of service delivery.
- Track workflow related complaints and identify trends and risks and escalate accordingly to be addressed.
PEOPLE
- Enhance the image of MMH through professional internal and external client liaison.
- Work together with the Sales team to support client retention and new business acquisition via excellent.
- customer service and maintaining excellent client and broker relationships.
- Support effective teamwork within the division.
- Engage with appropriate training interventions to promote own professional development.
FINANCE
- Identify risks to the company and escalate accordingly
- Monitors applications to ensure risks could not potentially lead to financial loss to the company
- Contribute towards reducing departmental operating costs.
Competencies
- Attention to detail.
- Ability to work with spreadsheets and basic calculations involving ratios, averages and data manipulation.
- Excellent people and communication skills (verbal and written) with the ability to write coherently and professionally.
- Analytical and problem-solving skills.
- Effective time-management, flexibility and adaptability.
- Computer literacy in Microsoft Office with strong Outlook, Excel and Word skills.
- Ability to work independently and as part of a team.
- Ability to work under pressure.
- Self-management and accountability.
Closing Date
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Role Purpose
- Responsible for ensuring that all tax-related obligations for the company’s Investment and Saving solutions are correctly interpreted, implemented, monitored, and reported. This role ensures full compliance with SARS, FATCA, CRS and other regulatory requirements, and acts as the subject-matter expert for tax matters across product development, pricing, administration, reporting, and system changes.
Requirements
- BCom (Tax), BCom (Finance), BSc Actuarial Science, BCom Information Systems, or equivalent
- SARS Practitioner enrolment is advantageous
- Certificate in FATCA/CRS compliance is advantageous
- 7-10 years relevant experience
Strong knowledge of:
- SARS reporting requirements (IT3 series, IRP5/IT3a, BRS)
- FATCA and CRS legislation
- Product tax rules (Section 29A, retirement fund tax rules, TFSA legislation, CGT, income tax implications, CIS)
- Understanding of life insurance product structures and tax wrappers.
Strong business analysis abilities:
- Requirements gathering
- Process mapping
- Functional specification writing
- Testing and data validation
Experience with:
- SQL/data extraction
- Large datasets used for tax reporting
- Product admin systems and financial services data architecture
Duties & Responsibilities
SARS Regulatory Reporting:
- Manage end-to-end IT3(b), IT3(c), IT3(s), IT3(e), IT3(t) reporting processes for all investment and saving solutions.
- Oversee generation, validation, and submission of client tax certificates (IT3s, IT3b, IT3f, IRP5/IT3a).
- Ensure correctness of data mappings for tax fields in product systems, admin platforms, and data warehouses.
- Manage SARS BRS changes and ensure annual updates are implemented on time.
- Maintain documentation and testing for SARS schema changes and enhance submission quality controls.
- Ensure Metropolitan meets all SARS deadlines to avoid penalties and interest, and that all payments and tax files (PAYE, IT3B/F/S/A, CSVs) comply with the latest tax regulations.
FATCA & CRS Compliance:
- Act as the central liaison between the Product team, Compliance, and Operations for FATCA and CRS obligations.
- Own classification logic for entity vs individual, tax residency, and reportable account segmentation.
- Validate FATCA/CRS extracts before submission to SARS.
- Maintain due-diligence rules in accordance with OECD guidelines.
Product Taxation Expertise:
- Provide tax technical guidance across:
- Retirement annuity funds
- Preservation funds
- Life & Living annuities
- Endowments (5-year restriction, 30% rule, growth taxation)
- Tax-free investment accounts
- Investment-linked policies (ILPs)
- Collective Investment Schemes
- Evaluate impacts of tax law changes (Budget Speech, Taxation Laws Amendment Bills).
- Ensure product documentation (minimum disclosure documents, brochures, T&Cs) reflects accurate tax treatment.
- Assist with tax-related queries from both internal and external clients, including SARS.
- Business Analysis & Systems Integration:
- Translate regulatory tax requirements into functional specifications for IT.
Partner with IT to design, test, and implement:
- Tax logic
- Data flows
- Exception reports
- Client output templates
- Perform end-to-end UAT for tax-related enhancements and year-end tax changes.
- Oversee tax-related defect resolution and regression testing across product systems.
Governance, Controls, and Audit:
- Maintain the Tax Control Framework for product-related tax reporting.
- Prepare documentation for internal audit, external audit, and regulatory inspections.
- Ensure accurate retention of source documents and reconciliation processes for all tax submissions.
- Implement controls to detect and prevent under-reporting or mis-
- Enable client-centricity within the area of responsibility:
- Provide authoritative, expertise and advice to clients and stakeholders in respect of all tax related matters.
- Build and maintain relationships with clients and internal and external stakeholders, eg. ebTax, Group Tax and SARS.
- Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
- 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.
Effectively lead team (People):
- Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.
- Contribute to financial controls and planning (Finance):
- Implement and provide input into tax processes, systems and legislation within the area of specialisation.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Competencies
- Business Acumen
- Client/ Stakeholder Commitment
- Drive for Results
- Leads Change and Innovation
- Motivating and Inspiring Team
- Collaboration
- Impact and Influence
- Self-Awareness and Insight
- Diversity and Inclusiveness
- Growing Talent
Closing Date
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Role Purpose
- Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
Qualification(s)
- Matric or equivalent
- Business related qualification
- Product training
- Knowledge Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred)MS Office Suite (Word, Excel)Business Area-specific products and procedures (preferred)
Duties & Responsibilities
INTERNAL PROCESS
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards. Take ownership of complaints and ensure they are resolved timeously and effectively. Provide clients with the relevant information and documentation as required in line with policy guidelines. Capture and update client information on relevant system/s, based on data received from the client.Accurately complete all administrative and reporting requirements within agreed timeframes. Adhere to legislative / compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience.
CLIENT
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice 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 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.
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
- Contribute to the financial planning process within area.
- Identify opportunities 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.
Competencies
- Examining Information
- Documenting Facts
- Establishing Rapport
- Articulating Information
- Showing Composure
- Meeting Timescales
- Upholding Standards
- Taking Action
Closing Date
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Role Purpose
- To engage with clients in an efficient manner in order to respond and resolve their queries effectively and according to service level agreements.
Requirements
- Matric (Grade 12) Certificate.
- Experience in a call centre/ client service environment (essential).
- Insurance industry experience (desirable).
Duties & Responsibilities
PROCESS
- Engage with clients in a professional and client centric manner in order to evaluate and resolve their queries within required service level agreements.
- Process corrections of payments and reconciliation of accounts to ensure accurate payments to clients.
- Provide clients with the relevant information and documentation as required in line with policy guidelines and within service level agreements.
- Capture and update client information based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to compliance requirements in the service process in line with legislative requirements.
- Identify and report process and system failures and enhancements to improve client experience.
CLIENT
- Build and maintain relationships with clients, internal and external stakeholders.
- Deliver on service level agreements applicable to clients, 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.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order 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.
PEOPLE
- Build strong relationships through providing specialist know-how to others, expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.
FINANCE
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement and provide input into governance processes, systems and legislation within area of specialisation.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum
Competencies
- Communication skills (written and verbal)
- Customer service skills
- Problem solving skills
- Time management skills
- Decision-making skills
- Collaboration skills
Closing Date
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Role Purpose
Monitoring and reporting on:
- Conduct risk indicators.
- Medical underwriting above free cover limits for Group Scheme’s Adequacy and quality of data.
- Continuous improvement in product design and general customer experience through analysis of all policyholder documentation, underwriting processes, embedded service and operational processes, training material and market conduct risk.
- The Underwriter will be responsible for performing reviews of all Life Binder Holders’ marketing material, policy documentation, underwriting processes, administration processes, training materials to verify compliance with statutory insurance laws and to ensure correct application of the revised PPR’s and other applicable legislation.
- Will also be responsible to perform u/w DD’s on binder holders.
- Requirements
Education & Experience
- Matric
- Any financial Degree
- Definite qualification / experience in underwriting
- 5+ years life insurance experience
- Sound knowledge of statutory and legislative requirements
- Working knowledge of all MS Office Applications
- Successful knowledge and application of the CCI and PPR regulations
- Successful knowledge and application of insurance legislation
Duties & Responsibilities
- Proper selection and assessment of risk and effective control of the processes.
- Processing of medical requirements, assessment of requirements and approval of underwriting decisions in line with agreed underwriting guidelines and recommendations within the agreed service levels.
- Ensuring that Underwriting disciplines, standards, practices, procedures and decision making processes (and systems) used by the administrators and reinsurers are adequate to effectively and profitably deliver on the strategic objectives and effective service levels.
- Liaising and interacting with internal and external stakeholders including Administrators and cell owners.
- Drafting and review of required documents within agreed turnaround times.
- These include: Policy documents, welcome letters, sales scripts, application forms, marketing material, brochures, advertising banners, policy schedules, disclosure notices, sales disclosure notices, client communication, campaign scripts, FAQ documents, Group Policy documents, Membership Certificates, Quote documents and training material.
- Ensuring the processes leading to Policy renewals are done in time by the relevant teams (Portfolio Managers and Actuarial team) in order to issue endorsements on time.
- Awareness of confidently is adhered to at all times by all parties.
- Product development processes including the development and/or enhancement of new and/or existing policies in accordance with all applicable insurance laws and regulations.
- Revision of PPR checklists for sign off on each reviewed document.
- Being responsible for periodic underwriting audits to ensure adherence to acceptable business practice and underwriting procedures within acceptable levels.
- Being responsible for recording of all activities and reports done by the underwriting team.
- Interacting with Reinsurers to ensure review of referral limits.
- Ensuring endorsements to 1st party business are completed and signed off timely for any renewal.
- Attendance of the bi-monthly New Business meeting.
- Updating of key risk indicators monthly.
- Assist the Head Underwriter with ad-hoc projects.
- Liaising with Compliance and Legal on all documents reviewed to obtain approval.
- Liaising with Portfolio Managers on client requests.
- Providing guidance on training material.
Specific KPA’s
- Assessing customer requirements and ensuring that these are met.
- Specifying quality requirements with clients.
- Investigating and setting standards for quality relating to market conduct.
- Ensuring that manufacturing client processes comply with market conduct standards.
- Achieving objectives to maximise performance.
- Recording, analysing and distributing statistical information.
- Keeping abreast of developments within Guardrisk and the insurance legislative and regulatory frameworks.
- The ability to access and integrate information quickly.
- Handling of extraordinary cases/ situations.
- Responsible for point of contact resolution process for the business and liaising with other business units where necessary.
- Supports and participates in the continuous improvement of the business.
Additional Responsibilities
- Proactively and successfully build relationships with binder holders and internal departments.
- Keeping of records and tracking of enquiries/requests.
- Gathering of required information in order to resolve items, issues or queries.
- Representing and promoting Guardrisk at all times.
- Performing Root Cause Analysis on gaps identified and giving feedback to the relevant internal/external value chain.
- Working actively with support areas to achieve service standards.
- Delivering on ad hoc assignments.
Competencies
- PC skills, including experience in using software for producing presentations, spreadsheets, and project planning.
- Project management.
- Sound knowledge of statutory and legislative requirements.
- Ability to interact with all levels including executives, Portfolio Managers, legal and compliance business partners and clients.
- Strong interpersonal, presentation, analytical and review/audit skills.
- Demonstrating of subject matter depth and breadth in the knowledge of underwriting competency that includes; underwriting activities, practices, tools, considerations and the ability to utilise these to manage the product life cycle from creation to delivery.
- Excellent organizational skills and the ability to prioritize multiple tasks and projects using effective time management skills.
- Dynamic problem solving abilities, including the ability to manage and prioritise several potentially competing objectives.
- Marketing awareness and ability to interact and create relationships with the marketing team, the reinsurers and the administrators.
- Strong written and verbal communication skills.
- Self-motivated, works well independently and possess a sense of urgency.
- Skilled in team building and team development.
Closing Date
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Role Purpose
- Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
Qualification(s)
- Matric or equivalent
- Business related qualification
- Product training
- Knowledge Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred)MS Office Suite (Word, Excel)Business Area-specific products and procedures (preferred)
Duties & Responsibilities
INTERNAL PROCESS
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards. Take ownership of complaints and ensure they are resolved timeously and effectively. Provide clients with the relevant information and documentation as required in line with policy guidelines. Capture and update client information on relevant system/s, based on data received from the client.Accurately complete all administrative and reporting requirements within agreed timeframes. Adhere to legislative / compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience.
CLIENT
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice 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 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.
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
- Contribute to the financial planning process within area.
- Identify opportunities 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.
Competencies
- Examining Information
- Documenting Facts
- Establishing Rapport
- Articulating Information
- Showing Composure
- Meeting Timescales
- Upholding Standards
- Taking Action
Closing Date
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Role Purpose
- Provide quick, accurate, and efficient administrative support to clients and intermediaries, ensuring professional service delivery within Service Level Agreements and compliance requirements.
- This includes promptly handling enquiries through various channels, educating stakeholders on group benefits and digital platforms, and delivering formal training and ongoing support to Employer Portal users when required.
- The role also focuses on promoting operational efficiency by reducing manual processes, thereby enhancing the overall client and broker experience through smart, self-service solutions.
Requirements
Experience and Qualifications
- Matric or Grade 12 Equivalent
- 3-5 Years’ experience in Employee Benefits administration environment
- Computer literacy: MS Office suite (Word, Excel, PowerPoint, MS Teams)
- Client service experience
- Industry knowledge and product knowledge as well as relevant legislation
- Bilingual: English and Afrikaans or an African language would be an advantage
Duties & Responsibilities
- Attend to calls and emails from clients and assist promptly with queries.
- Take ownership of all client service requests and ensure timely, effective resolution.
- Respond to and resolve basic enquiries within agreed Service Level Agreements (SLAs).
- Provide first-call resolutions for member and service provider queries.
- Escalate client queries or training issues promptly to the appropriate channel for quick resolution, where necessary and follow-through until resolved.
- Ensure principles of Treating Customers Fairly (TCF) are applied in all interactions.
- Promote digital services and provide digital platform training to employers (ERP) and members (SBS, Smart Move, App, etc).
- Capture details accurately on relevant systems as per client request.
- Ensure documentation is completed correctly as per requirements and inform client accordingly.
- File and maintain documentation for easy access by team members.
- Reduce manual administration for ERP clients where possible.
- Adhere to all relevant legislative and compliance requirements.
- Ensure policies and procedures are followed; take corrective action where necessary.
- Mitigate and escalate risks as required.
- Communicate any risks identified for corrective actions to be taken.
- Actively work towards minimising Profit & Losses, escalations/complaints and reworks
- Identify and escalate process/ system inefficiencies.
- Build and maintain strong relationships with clients and internal/external stakeholders.
- Provide accurate information to clients and stakeholders.
- Impart knowledge of Momentum Corporate processes via training, coaching, and support.
- Create and maintain collaborative relationships with internal teams for effective servicing and navigation.
- Identify and report process/ system failures to improve client experience.
- Make recommendations to improve client service and fairness.
- Manage/handle financial and other company resources (including assets) responsibly.
- Keep abreast of product changes to assist clients effectively.
- Continuously develop professional, industry, and legislative knowledge.
- Contribute to innovation through sharing and implementing new ideas.
- Take ownership of career development and positively influence change initiatives.
- Collaborate with peers to drive effective teamwork.
- Display and live company values in all interactions.
Competencies
- Customer/client orientation
- Attention to detail
- Planning and organising skills
- Accountability
- Adaptability
- Strong verbal and written communication
- Teamwork
- Problem-solving skills
Closing Date
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Role Purpose
- Managing the day-to-day Operations on OWLS to provide delivery of systems and services in order to meet or exceed objectives and service levels.
- This includes writing complex SQL reports, setting up correspondence templates, analysis and solving business and system problems and interacting with users.
Requirements
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 10 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
Duties & Responsibilities
- This role requires the candidate to develop and maintain reports and templates used in the Owls system. The role includes unit testing as well as system testing of Owls system changes and enhancements. The candidate must be able to work from detailed business specifications. They must be able to analyse system issues and implement practical solutions. Must be able to train and guide users and assist with user queries.
- A good work ethic, the ability to work in a team and to work independently, being self managed and an ability to deliver to deadlines are all critical aspects of this role.
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
Competencies
- Demonstrates extensive abilities and/or a proven record of success as a team member in improving and managing the productivity of technology processes and business processes by creating automated workflows to replace manual workflows including the following areas:
- Interpersonal and communication skills
Problem-solving skills
- Planning & Organizing skills
- Time management
- Excellent technical knowledge
- Documentation skills
- Communication skills
Closing Date
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Role Purpose
- Responsible for new quotes within a set service level agreements / mandates.
- To place new business and bind in a specific given timeframes.
- To involve a senior Marketer / Underwriter when and where applicable in terms of quotes / renewals or new business.
- To co-ordinate in conjunction with the senior marketer the renewal process within a set time frame.
- Analyse loss ratios and refer to Marketer.
- To complete the instructions as accurate and within a timeframe agreed.
- Assist with resolving underwriting related queries
- Provide training and guidance to junior underwriters
Requirements
Minimum Qualification:
- Relevant tertiary qualification
- Studying towards relevant Insurance qualifications, minimum 120 NQF credits and completed RE level 4
Minimum Experience:
- 2-3 years underwrting experience (essential)
- Experience in Financial Services (desired)
- Strong negotiating and persuasive skills
- Ability to adapt to change and to work under pressure, and meet deadlines
- Analysing business, profitability and broker portfolios
- Ability to manage internal and external conflict and to be able to find solutions to problems and to implement
- Networking on all levels internally and externally
- Bilingual preferable – English & Afrikaans
- Must be Information technology driven and comfortable with different operating packages including Excel, PowerPoint and Word
- Must be completely competent and efficient on Tial and possess the ability to train brokers and staff
- Must have good knowledge of Insurance legislation and compliance
- Comprehensive knowledge of the Divisions products
Duties & Responsibilities
INTERNAL PROCESSES:
- Analyse and evaluate insurance applications against set criteria in order to determine the clients risk to the business.
- Contact relevant stakeholders, such as medical personnel, to obtain information relevant to the clients application, such as background and financial status.
- Make recommendations on the clients application and determine if this should be approved or rejected based on set criteria.
- Maintain detailed records of policies underwritten and decisions made in line with organisational policies and relevant legislation.
- Escalate client applications as and when necessary where risk is uncertain or approval and rejection is unclear.
- Maintain internally set service level agreements to ensure applications are processed timeously.
CLIENT:
- Provide authoritative, expertise and advice 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 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.
PEOPLE:
- Positively influence and participate in change initiatives.
- Develop and maintain productive and collaborative working relationships with 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 career development.
FINANCE:
- Contribute to the financial planning process within area.
- Identify opportunities 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.
Competencies
- Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems.
- Documenting Facts: Writes fluently when documenting facts understands arguments logically focuses on finding facts.
- Interpreting Data: Interprets data rationally by quantifying issues applies technology as a means to evaluating data evaluates information objectively.
- Showing Composure: Stays calm and relaxed during events is not worried and tolerates stress levels is composed in dealing with pressure.
- Checking Things: Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed.
- Following Procedures: Conforms and adheres to rules closely follows instructions and procedures minimises risks by sticking to processes.
- Upholding Standards: Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity.
- Producing Output: Is focused on activity and works quickly keeps busy and maintains productivity is comfortable multi:tasking to produce output.
- Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems.
- Documenting Facts: Writes fluently when documenting facts understands arguments logically focuses on finding facts.
- Interpreting Data: Interprets data rationally by quantifying issues applies technology as a means to evaluating data evaluates information objectively.
- Showing Composure: Stays calm and relaxed during events is not worried and tolerates stress levels is composed in dealing with pressure.
- Checking Things: Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed.
- Following Procedures: Conforms and adheres to rules closely follows instructions and procedures minimises risks by sticking to processes.
- Upholding Standards: Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity.
- Producing Output: Is focused on activity and works quickly keeps busy and maintains productivity is comfortable multitasking to produce output.
Closing Date
Method of Application
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