Head: Annuities Service & Operations

Through our client-facing brands and our other specialist brands, Momentum Group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Translates strategy into action and manages the operational execution of client services to drive excellent client experience and the achievement of business objectives.

Requirements

• Business-related degree e.g., Business Management, Accounting, Information Technology, etc.
• 10 years’ experience within various functions (IT, operations, service, finance) within a financial services environment.
• Good working knowledge of client service and operations in financial services.

Duties & Responsibilities

Establish And Manage an Environment Which Creates a Memorable Client Experience (Internal Process):

• Implement a client service strategy that delivers on the brand promise and creates a memorable experience for our clients and financial advisors.
• Create and implement tactical plans to operationalise the business strategy and achieve business objectives in line with client and financial advisor network expectations.
• Implement mechanisms, systems, processes, and practices that enhance service and the experience of our clients and financial advisors & their offices.
• Facilitate the collaboration between the service area and other functions in order to foster effective working relationships and drive delivery of operational plans.
• Implement initiatives that drive operational efficiencies, reducing operational risk, and drive operational excellence throughout process, practice, and people perspective. Also actively manage capacity & lead the team performance with data enabled dashboards.
• Manage the implementation of operating procedures, quality, and service standards.
• Develop and implement mechanisms to monitor, report, and improve service delivery and operational efficiencies to drive an environment of continuous improvement.
• Use data and analytics to build and provide personalized and customized service solutions for customers.
• Proactively analyze data trends and research to provide insights which inform business decisions and influence the strategy.

Enable Client Centricity Within Area Of Responsibility (Client Services):

• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements applicable to 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.
• 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.

Effectively Lead Team (People)

• Create a positive work climate and culture to energize employees, give meaning to work, minimize work disruption, and maximize employee productivity.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI culture.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change, agility, and collaboration within the team.

Contribute to Financial Controls and Planning (Finance)

• Identify solutions to enhance cost-effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Control the budget for the area, including the authorization of expenditures and implementation of financial regulations.
• Manage high-risk and problematic financial issues in the area of accountability and contribute to the development of policy.

Competencies

• Business Acumen
• Commercial Thinking
• Sense of Urgency
• Decisiveness (Taking Action)
• Client Commitment
• Drive for Results
• Leads Change and Innovation
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness