Vacancies Available at Momentum Metropolitan Holdings Limited

Requirements

• Matric 
• At a minimum, a certificate in customer servicing training or call centre skills AND administration skills
• Computer literate - basic computer skills knowledge and experience, specifically in MS Office
• Minimum 2-year inbound call centre experience
• Minimum 1-year administration experience
• Previous gap cover or medical scheme servicing or administration experience would be advantageous

Duties & Responsibilities

• Receive incoming calls into the Admed call centre during office hours in a professional and friendly manner.
• Handle telephonic membership, premium, and claims queries by accessing the Admed administration system.
• Manage difficult and/or irate callers courteously, politely, and calmly.
• Route queries that cannot be handled from the call centre to the relevant back office team members, ensuring timely resolution.
• Take and distribute messages to relevant team members promptly when necessary.
• Make outbound calls from the Admed call centre as needed and instructed.
• Ensure a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders, and colleagues.
• Support the mailbox team with overflow inbound emails when high email volumes necessitate.
• Efficiently manage complaints, ensuring every complaint is dealt with professionally.
• Assist with general and reasonable ad hoc administration requests as necessary across the Admed Division.
• Deliver the principles of Treating Customers Fairly (TCF) across all functions, with a specific focus on achieving TCF Outcome 6 (ensuring customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint).

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Requirements

• Grade 12 qualification
• 5 years of experience in a customer service environment
• 5 years of industry knowledge/experience is essential
• Complementary product knowledge is essential
• Wealth Management and RE Advantageous
• MS Office knowledge
• Good understanding of the intermediary/broker industry (specific to Health)
• Experience in corporate relations and customer services is essential
• Code 8 driver's license and own vehicle (advantageous)
• Knowledge of Oracle platform of MMS and Complementary products
• Business communications skills

Duties & Responsibilities

• Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement
• Present Momentum products and share benefit information with stakeholders and members
• Promote, encourage and drive digital platforms engagement aligned with business strategy
• Ensure relationships with key clients and stakeholders are positive and productive
• Facilitate and mobilise billing discrepancies to resolution
• Liaise with relevant stakeholders to support query resolution
• Responsible for problem solving at all levels
• Support Walk In Centre and provide front-line external consultation between members, institutions, brokers and Scheme
• Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond the control of the individual and team and every effort was made to resolve within the working day
• Identify the root cause of the problem and ensure that the appropriate recovery measures and plans are implemented
• Manage and monitor service standards, targets and service level agreements (SLAs)
• Maintain a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business
• Maintain effective and efficient record keeping on the relevant system(s), monthly reporting
• Written and verbal communication at both executive and member level
• Perform client service shifts via digital channels via WhatsApp
• Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
• Handling high level unresolved queries/disputes from Business Development Consultant
• Handle high level unresolved queries from academic institutions, Financial Advisors & members
• Identify areas where training is required to improve service levels
• Build and maintain relationships with clients and internal and external stakeholders
• Facilitate and/or hold helpdesk and wellness sessions on-site or virtually
• Ensure sustainability of the product by advocating the use of the employer zone portal to appropriate clients
• Facilitate and manage the year-end process from end-to-end: New business application process for new students and renewal of membership of returning students.

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Requirements

• Completed Tertiary Qualification or recent graduates in a Bachelor's degree or equivalent qualification in Commerce, Business Administration, Finance, Accounting, Economics, or a related field
• Computer Literacy (use of MS Office suite – Outlook, Word, Excel, PowerPoint)
• Must be a South African citizen
• Must have completed Grade 12 / Matric
• Must be between the ages of 18 and 30
• Not be registered on any other Graduate Programme or learnership
• Must be currently unemployed
• Must have no criminal record
• Not be studying at any other institution

Duties & Responsibilities

Strategic Planning Support:

• Assist in researching and analysing market trends, competitor strategies, and industry developments.
• Help in formulating strategic recommendations by gathering and synthesising relevant data.
• Contribute to the preparation of reports and presentations on strategic initiatives.

Operational Support:

• Assist with day-to-day operations by supporting teams with tasks related to business systems.
• Help streamline operational processes, providing insights on areas for improvement.
• Assist with the solutions to address the challenges identified from the CX forums deep dives

Project Management Assistance:

• Assist in the planning, execution, and monitoring of ongoing projects.
• Coordinate meetings, track progress, and ensure that deadlines are met for assigned projects.
• Support cross-functional teams to ensure that project deliverables are achieved.

Data Analysis and Reporting:

• Collect and analyse business performance data to support decision-making.
• Assist in developing dashboards, reports, and presentations to communicate key insights and recommendations.
• Monitor and track key performance indicators (KPIs) for ongoing initiatives.

People:

• Build relationships by providing know-how and guidance, fostering trust, collaboration, and knowledge sharing among team members and stakeholders.
• Prepare meeting notes, follow up on action items, and help facilitate communication between teams.

Finance:

• Support the analysis of financial data, including budgeting, forecasting, and cost-benefit analysis, to ensure the financial viability of strategic goals.
• Contribute to the development of area-specific budgets to minimise expenditure, while identifying solutions to enhance cost-effectiveness and increase operational efficiency.

Process:

• Conduct research (incl. new segments, in-country business market share and competitor activity) and present findings in a structured format to the segment strategist to help inform strategic decision-making.
• Organise and maintain accurate records, update databases, and manage files and documentation related to business strategy and operations, including meeting outcomes.
• Prepare draft reports for review by the Segment Strategist, including agendas, action items, performance updates, research papers, and scorecards, typically incorporating strategic and financial updates in MS Word and PowerPoint.

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Qualification

• Relevant tertiary qualification or accreditation in CX Design or Business operational management (essential)
• Relevant certifications in UX, Client Experience, or Business Enablement (e.g., CX certifications, Six Sigma) are a plus.
• Risk management Certification or Accreditation
• Minimum requirement: LEAN Six Sigma Green Belt (Black Belt preferred)

Experience

• 5-7+ years in a senior specialist / management role responsible for mentioned enablement functions and CX design (Training, Quality, Change management, CX).
• Proven experience in managing and leading teams. 
• Minimum of 5 years functional leadership experience in CX.
• Proven experience and track record in CX and managing operational enablement functions such as training and quality management.
• Strong background in data analytics, experience measurement tools, and feedback systems.
• Experience in owning quality and output of training programs, quality frameworks and knowledge management systems.

Overarching:

• Design and implement comprehensive client and employee experience strategies (process design, training, knowledge management, quality assurance ) that enables and prepares our customer facing functions to exceed customer expectations.
• Partner with cross-functional teams to align operational processes with client-focused outcomes and develop and implement frameworks and tools to enable teams to deliver exceptional experiences.
• Provide leadership and develop and implement scalable frameworks for business change management, training and adoption of new processes and systems.
• Establish robust knowledge management systems and training mechanisms that enhance both team efficiency and customer self-service.
• Build and lead a high-performing training, quality and knowledge management team.
• Partner with functional operational areas to define key experience capability needs and requirements, drive CX design and operational adoption to show measurable business outcomes.

Client Experience Design:

• Lead the design and continuous improvement of client-centric experiences across all touchpoints (digital and person-driven by our operational and sales functions).
• Collaborate with cross-functional teams (marketing, sales, product, advice, technology and client management) to ensure seamless, consistent, and meaningful client journeys.
• Develop and implement user-centric strategies that enhance overall satisfaction, loyalty, and engagement.
• Create detailed client journey maps, personas, wireframes, prototypes, and user flows.
• Conduct workshops, design sprints, and ideation sessions to collaborate on solutions for improving client experiences.

Measuring and Evaluating Client Experience and operational quality:

• Lead the development and execution of strategies to enhance the end-to-end client experience.
• Identify and address client pain points through client-centered design principles and data-driven insights.
• Collaborate with functional operational and delivery teams to create seamless and intuitive client journeys across all touchpoints.
• Implement feedback mechanisms to continuously improve client satisfaction and engagement.
• Develop and implement frameworks for measuring client satisfaction, loyalty, and feedback (including NPS, CSAT, CES).
• Leverage data analytics and quality and CX measurement metrics to track, measure, and analyse client behavior, pain points, and trends across all platforms and services.
• Use training and CX design to improve identified key business objectives.
• Define reports and dashboards that provide actionable insights and track performance against key business and quality metrics, to enable and drive a cycle of improvement and adoption.
• Regularly evaluate and report on the effectiveness of client experience strategies, providing recommendations for improvements.
• Lead the Quality team to define, implement, and monitor quality standards across processes and client interactions.

Business Enablement and design:

• Ensure that client experience strategies align with broader business goals and OKRs, enhancing revenue, customer satisfaction, advice outcomes, retention, and client value growth.
• Collaborate with the Digital Client leadership team to incorporate client insights into business decisions, product development, and go-to-market strategies.
• Work with sales, marketing, and product teams to identify opportunities for client-driven innovation and business expansion.
• Provide training and guidance to internal teams on client experience best practices.
• Establish a Client experience community of practice within Digital Client to ensure client centric thinking permeates across the departments and within the Digital Client Leadership team

Training and Quality:

• Collaborate with the internal training community to ensure that Training standards are sound within Digital Client
• Oversee the Training team to design and deliver impactful training programs that equip employees to deliver exceptional client experiences.
• Ensure training aligns with business objectives and client-centric goals.
• Foster a learning culture by integrating continuous education, upskilling, and competency assessments into the organization.
• Lead a training and quality operational function that:
• Develop and implement training programs for internal teams (sales, customer support, product, etc.) to ensure a consistent and high-quality client experience.
• Create and deliver workshops, e-learning modules, and hands-on sessions to enhance employee understanding of client experience strategies and tools.
• Establish and monitor quality standards for client-facing teams, ensuring consistency and excellence in client interactions.
• Conduct quality assessments, audits, and reviews to identify gaps in service delivery and recommend improvements.
• Ensure all client-facing employees are equipped with the knowledge and resources to deliver exceptional experiences.

Client Advocacy and Relationship Management – find effective ways to:

• Act as a client advocate, ensuring that client feedback is prioritised and integrated into the business and design strategies.
• Build relationships with clients to understand their evolving needs, preferences, and challenges.
• Conduct client interviews, surveys, and usability testing to gather insights and feedback.

Continuous Improvement & Innovation:

• Stay up to date with the latest trends, tools, and technologies in client experience and business enablement.
• Introduce innovative solutions to elevate the client experience, training methodologies, and quality standards.
• Promote a culture of continuous learning and improvement across teams.

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Requirements

• Bachelor's degree in Actuarial Science, Mathematics, Statistics or related field
• Our ideal candidate is a very nearly or qualified actuary
• At least 3 - 5 years' experience in the financial services industry, with experience in life insurance pricing
• Experience with managing a team would be advantageous

Duties & Responsibilities

• Support pricing strategies for new and existing group and individual life insurance products
• Review and refine pricing models to ensure competitiveness and profitability
• Develop robust technical pricing models
• Ensure regulatory and professional compliance by reviewing new products against relevant guidelines
• Contribute to the structuring and negotiation of new deals to optimize business outcomes
• Lead and mentor the Pricing team, providing guidance to junior actuarial analysts
• Engage with clients and internal stakeholders to communicate complex technical insights effectively

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Requirements

• Matric
• Post Grad degree or diploma in Computer Sciences or Commerce
• 3 years Short-term Insurance experience
• Proficient in MS Office (Word, Excel, PowerPoint, and Outlook)
• Working with intermediaries and their requirements and queries.

Duties & Responsibilities

Internal Collaboration:

• Effective and consistent service delivery and support to all internal clients.

Internal Process:

• Ensure broker commission and LRA queries are escalated and followed up
• Investigation of enquiries with Customer support and MDS
• Resolve all enquiries according to need identified per enquiry including commission and referral queries and payments to stakeholders
• Create and distribute once-off LRA monthly fee statements once payments are made
• Inform managers of the status of all enquiries
• Assist with ad-hoc audits/investigations

Contract Management:

• Broker agreements administration with MDS as well as ad-hoc payment enquiries.
• Lead Referral agreement administration on Premia and AS 400.

  Reporting:

• Submit monthly data/stats reports to manager on time and per agreed specifications

Values:

• Live the Momentum values
• Value assessment results at an acceptable level

Performance and Development:

• Manage own performance and development by ensuring performance contract in place
• Have quarterly performance review discussion with manager
• Have updated and signed personal development plan in place

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Qualifications:

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

Experience:

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

Duties & Responsibilities

Internal processes: Sales and Service Experience

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

Client Advisor: Stakeholder Engagement

• Ensure all internal and external engagements are conducted in a professional manner.
• Maintain meaningful business relationships with all stakeholders.
• Provide authoritative expertise to clients and stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.
• Supporting MDS, IFA, and IFA practice through online capability knowledge and subsequent training.
• Understand and fulfil on the role requirement to keep consultants fully abreast of pipeline and new business activities to be fully informed in the face of the IFA.

Collaboration and Self-development

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

Finance: Business Efficiencies and Effectiveness

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

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Requirements

• Matric 
• FAIS accredited representative for Short-Term Personal Lines products FAIS Fit and Proper including RE5
• Computer Literacy (MS Word, Outlook and Excel)
• At least 1-year outbound call centre experience in sub-category Short-Term Personal Lines OR Health Service Benefits
• Knowledge of the local healthcare or gap cover industry and the client retention process would be advantageous

Duties & Responsibilities

• Telephonically contact customers whose cover has terminated or lapsed in the last 90 days to successfully retain them as direct clients.
• Propose cover options available to customers to prevent their policy cover from remaining terminated.
• To contact clients in arrears with policy premiums and to reach a payment agreement on how the arrears will be settled. 
• To contact clients who request their policy to be cancelled and to attempt to retain them first before processing the policy cancellation in accordance with the cancellation protocols.
• Assist inbound customers who want to take cover directly from Admed (not through a broker).
• Provide excellent customer service and ensure that the principles of Treating Customers Fairly (TCF) are delivered across every function performed.

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Requirements

• Matric.
• A financial qualification will be an advantage.
• Minimum of 3 years relevant investment administration experience.
• Knowledge of trading principles such as pricing, FX rates, distributions etc.
• Product/Process/System knowledge of at least one of the platforms we support, listed below:o Momentum Wealth International (MWI) Momentum Administration services (MW).o Annuities.o Investo.

Duties & Responsibilities

• Processing of all instructions, according to the platform requirements.
• Capturing of prices, money market rates, foreign exchange rates, trade confirmations etc.
• Process fund manager and client payments.
• Communicating with various stake holders.
• Manage and monitor exception reports.
• Do reporting.
• Manage personal work queue.
• Attend to enquiries received on email.
• Attend to Jira queue.

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Requirements

• Bachelor of Commerce with articles
• CIMA / CA(SA) added advantage
• 3-5 years’ experience in a similar role
• Microsoft Excel proficiency (Advanced level)
• Proficient in Financial services, life insurance would be advantageous
• Listed company experience preferable

Duties & Responsibilities

Process:

• Manage the annual expense budget process for the Momentum Investments business unit within Momentum Group guidelines. This entails providing expert advice to the business in terms of the process to be followed and the feasibility of budgets submitted in view of prior expense trends and business/ operational plans.
• Ensure a robust cost allocation mechanism is in place through periodical activity-based costing analysis.
• Facilitate monthly expense allocations to ensure that costs are allocated to the appropriate legal entities and according to approved Momentum Investments cost level splits.
• Provide management with insight on monthly expenditure and variations from budget to facilitate business decisions regarding expense management.
• Assist with managing the risk of overspending within the business unit through scenario planning and providing a forecast of associated expenses.
• Perform a headcount analysis to provide information regarding actual versus budgeted headcount, replacement costs, and the cost impact of staff movements.
• Manage high risk and problematic expense management issues in various areas of accountability and contribute to the development of guidelines and policies for the Momentum Investments business unit in alignment with Momentum Group policies.
• Oversee Intercompany and interdivisional expense charges for the support functions. This involves providing insight on allocation basis applied.
• Manage the integrity of the procurement system to ensure correct authorisation of users and the implementation of financial regulations.
• Act as liaison between the business unit and other Momentum Group functions on matters pertaining to expense management.

Client

• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• 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.

Manage budget and implement sound financial controls

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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Requirements

• Matric 
• Office administration qualification an advantage
• At least 2 years insurance administration experience
• At least 2 years client servicing experience

Duties & Responsibilities

• Receive emails into the respective inbound Admed mailboxes
• Respond to email queries and submissions professionally and within stipulated turnaround times
• Manage difficult and/or irate clients courteously, politely, and calmly
• Liaise with team members regarding emails received
• Upload relevant emails into the administration system
• Efficiently manage complaints, ensuring every complaint is dealt with professionally
• Route emails requiring premiums or claims technical knowledge or authorization to the relevant areas or team members within stipulated turnaround times
• Provide support to the call centre for overflow inbound calls during high call volumes
• Assist with general and reasonable ad hoc administration requests across the Admed Division
• Ensure the principles of Treating Customers Fairly (TCF) are delivered across all functions, with a specific focus on achieving TCF Outcome 6 (ensuring customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint

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Requirements

• Matric /Grade 12
• Basic medical qualification an advantage (e.g. nursing or similar qualification) 
• Computer Literacy (MS Word, Outlook and Excel)
• FAIS Fit and Proper including RE5
• At least 2 years medical aid or gap cover claims processing and assessing experience
• At least 1 year insurance experience
• Basic knowledge of the local health and medical schemes industry, as well as an awareness of demarcation and legislation governing the local health industry

Duties & Responsibilities

• Receive new claims via email and accurately pre-capture them, including updating members’ personal details, onto the claims administration system (OWLS) on the same day or within 24 hours of receipt
• Receive new Seamless claims via Secured sites, importing them into the system – including the updating of members’ personal details – onto the claims administration system (OWLS) on the same day or within 24 hours of receipt
• Ensure claims data is successfully received from all contracted medical schemes in the correct electronic format and in accordance with agreed SLA’s
• Interact with customers telephonically or via email regarding outstanding information or claims documentation on the same day or within 24 hours of receiving or capturing the claim
• Accurately capture the clinical details of a claim on the claims administration system (OWLS) on the same day or within 2 working days of receipt
• Prioritise claims where outstanding documentation has been received, ensuring these documents are captured within 48 hours of receipt
• Assess claims in accordance with practice guidelines, policy wording, and protocols
• Finalize and forward claims to the quality assurance team for approval or rejection
• Ensure prompt handling and feedback on claims
• Respond to capture queries within 48 hours of receipt
• Detect and act on potential fraudulent claims
• Maintain a high level of service when liaising with individual and corporate customers, intermediaries, binder holders, and colleagues
• Provide support to the front-line team for inbound call overflows, query handling, complaints handling, and mailbox coordination when requested
• Ensure the principles of Treating Customers Fairly (TCF) are delivered across all functions, with a specific focus on achieving TCF Outcome 6 (ensuring customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint)
• Dealing with client and medical scheme queries as and when they arise within the stipulated timeframe.