Job Opportunities at Momentum Metropolitan Holdings Limited

Role Purpose    

• Workflow: Accurately monitor, report, resolve, respond/index (where needed) all Investment related queries and requests received via Vitel (for [email protected]) on a daily basis within agreed timeframes and service levels in order to provide an excellent, world class client experience/WOW experience.

Requirements    

• Matric/Grade 12
• Relevant investments or wealth (LISP) qualification
• 3 - 5 years’ experience in a contact centre or in the investment or financial service industry
• Computer Literacy – specifically Microsoft excel
• Wealth systems knowledge
• Wealth process knowledge
• Wealth product knowledge
• Familiar with the Wealth dashboard report

Duties & Responsibilities    

• Effectively communicate with teams within RISO to manage and report on inflow of the work items daily;
• Effectively communicate with clients through various communication channels in a professional manner.
• Thoroughly check client data in order to ensure accuracy of all client information.
• Resolve queries timeously to meet daily business targets and provide exceptional client service.
• Timeously send all escalated queries to the respective Service Manager to escalate the matter to the Escalations team
• Build effective relationships with all relevant stakeholders in order to provide constructive feedback on complaints raised
• Diligently follow up with clients telephonically and provide feedback on a regular basis (keep in the loop, manage expectations) – internal and external
• Maintain a high quality standard of work at all times
• Maintain client confidentiality at all times  to mitigate any reputational risk
• Timeously refer any transaction to be processed by another team within SLA
• Accurately process financial instructions through active engagement with clients, within the quality and SLA standards.
• Be a Subject Matter Expert on product solutions, systems and across various platforms to be able to provide an efficient and effective client experience.
• Collaborate with team members to ensure efficient query resolution
• Show good corporate citizenship by getting involved in assisting other teams where and when needed, and take an interest in various team initiatives.
• Keep abreast of all industry and business trends as well as legislation in order to consistently meet all compliance and regulatory standards.

Competencies    

• Business acumen | Understands how the business operates, what the key issues and risks are that drives business success, and how they impact on the commercial viability of potential ventures and the profitability of the Group.
• Client commitment | Anticipates, meets, and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness, and ensures client centricity.
• Drive for results | Drive a sense of urgency, focus, accountability, agility, and execution to deliver business results.
• Leads change and innovation | Actively leads change, does what is right for the business and drives continuous improvement through innovation.
• Collaboration | Prioritises the business interests of Momentum Metropolitan and invests in the success of the Group by aligning effort across divisions.
• Impact and influence | Persuades, convinces, influences, and inspires others, both within Momentum Metropolitan and externally to win support, loyalty, and gain commitment to the purpose of the Group.
• Self-awareness and insight | Manage self and relationships with others effectively and provides perspective in difficult situations.
• Diversity and inclusiveness | Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.

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Introduction    

• Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the 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 Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za

Role Purpose    

• Attract, acquire and retain clients by selling company products to generate new business and to provide after sales service to clients to ensure client retention, increase market share and contribute to the overall business objectives and its longterm viability.

Requirements    

• 2 years’ experience in a sales and/or customer service role
• 2 years’ experience in the insurance and/or financial services industry rendering financial advice (advantageous)
• Matric or equivalent NQF 4 qualification
• Compliance with FAIS Fit and Proper requirements
• Finance or Business related tertiary qualification (desirable)
• Driver’s license and own transport (desirable)

Duties & Responsibilities    
INTERNAL PROCESS

• Engage with prospective clients in order to highlight the features and benefits of various products based on their financial wellness needs in order to support and guide their decision-making process.
• Sell products in line with client’s financial needs by conducting affordability analysis in order to achieve clients’ financial goals.
• Calculated and advise on tax and legal implications of products and or changes.
• Accurately capture client information, relevant actions and sales on the systems.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Achieve set targets on production, quality and conversion.
• Adhere to compliance requirements in the sales process in line with legislative requirements.
• Provide financial advice in line with the engagement strategy to enhance client’s financial wellness.

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 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.
• 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.
• Proactively build and maintain client relationships by presenting our innovative and trustworthy product offerings through professional and credible Financial Advisory services.

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

• Identify solutions 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: Analyse and process information; ask probing questions and strive to find solutions to problems.
• Interacting with People: Project enthusiasm and focus on building strong relationships and networks.
• Convincing People: Comfortable having to persuade others; shape opinions by being outspoken and seek to negotiate with others.
• Articulating Information: Be eloquent and explain concepts well and project social confidence when articulating information.
• Thinking Positively: Optimistic and positive; recover easily from setbacks and obstructions.
• Meeting Timescales: Strong focus on meeting target and deadlines

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Role Purpose    

• Define the framework and operating principles for application solutions according to industry best practice, to manage the application architecture within the enterprise architecture of the business.

Requirements    
Experience and Qualifications

• Relevant Computer Science qualification (essential) 
• 8-10 years’ experience in software development or experience in IT Architecture (essential)
• 5-7 years' experience in development management / solutions management or team lead role (essential)
• Exposure to Agile methodology (essential)
• Experience in the financial services industry (desirable)

Required knowledge and experience on the following platforms:

• Linux
• AIX
• Oracle Database and forms
• IBM WebSphere and Liberty
• AWS Compute and Database, but not limited to.

Required experience on the following languages:

• Java EE
• PL/SQL
• Python

Advantageous:

• Oracle cloud

Duties & Responsibilities    
Internal Process

• Define the required technology to support the business's agreed IT Strategy, Philosophy and Enterprise Architecture.
• Lead system design activities and code development processes as a subject matter expert, to ensure applications solutions exhibit performance, security, scalability, maintainability, appropriate reusability and reliability upon deployment.
• Translate business requirements into documented application architecture requirements, for application.
• Proactively mentor peers regarding system knowledge and development technologies and processes, to ensure knowledge transfer and the maintenance of standards.
• Monitor system performance, relevance and usage and define and maintain key metrics to ensure quality and performance of systems and delivery.
• Work within the Enterprise Architecture to integrate and propose viable solutions to business.
• Perform code reviews to ensure compliance with coding standards and best practices.
• Accountable for technical design and detailed technical specifications, as well as unit testing and support documentation within the relevant business area.
• Work closely with project teams, vendors and third-party technical contacts regarding technical design, or resolving technical issues, to deliver on the Application Architecture.
• Accountable for composition of detailed technical specifications, unit testing, and support documentation.
• Accountable for application development technical processes, from design to application.
• Define, document and maintain Application Architecture standards within the relevant business area.
• Collaborate with functional and technical leads from various teams to ensure an integrated and aligned solution and technology approach.
• Provide process improvement recommendations to the software design/development team, to achieve best practices and high performance.
• Provide accurate estimates of required effort for design and development, to assist in capacity management.
• Accountable for appropriate cloud enablement and migration.
• Identify and investigate appropriate SaaS, IaaS and PaaS applicable to the line of business systems.

Client

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Define service practices which builds rewarding relationships, encourages innovation and allows 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.
• 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

• Build 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.

Finance

• Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
• 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    

• Examining Information
• Adopting Practical Approaches
• Challenging Ideas
• Interpreting Data
• Providing Insights
• Making Decisions
• Developing Expertise
• Exploring Possibilities
• Communications skills
• Problem-solving skills
• Analytical skills
• Planning and organising skills
• Interpersonal skills
• Critical thinking

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Role Purpose    

• ]The purpose of the Short Term Insurance: Franchise Development Manager role is to attract, acquire and grow Consult short-term insurance Franchises nationally whilst building, maintaining and expand relationships with channel stakeholders in order to increase new business opportunities, support the delivery of a client experience, ensuring sustainable growth for the franchises, through evaluating and navigating compliance practices and optimising operational activities and to enhance and promote financial wellness, by recruiting, developing and retention of a productive adviser/planner team.

Requirements    
Qualifications:

• RE (Essential)
• KI (Essential)
• FAIS recognized qualification within 5 years of DOFA
• Degree in Business Management, Risk management, Marketing degree or Industry Related NQF 6
• Afrikaans (preferred)
• Certified Financial Planner (preferred)

Experience:

• A minimum of 5 years’ experience in the Short-Term Insurance Sector, Corporate Business Development/Corporate Client Service, or Marketing within a Financial Services environment
• Experience in short term insurance compliance / practice management (essential) • Proven record of experience in working with Financial Advisors (preferred)
• Short-term Insurance Industry knowledge (essential)
• Strong Market and business development experience (preferred)
• Experience in franchise sales (preferred)

Additional Responsibilities

• Valid Driver’s License
• Regular travel will be required.
• Attend regional meetings, annual conferences, and kick-off meetings.

Duties & Responsibilities    
Areas of responsibility may include but not limited to:

Relationship Management: Engage with Franchises in a Client Centric Manner

• Act as a connection between Consult Head Office and Franchises: Build close relationships with franchises;
• Assist in Contributing to the Consult’s growth target.
• Manage and monitor activities of Financial Advisors
• Establish and maintain communication channel to financial advisers providing business and procedural updates
• Build and maintain partnerships with relevant stakeholders to understand business priorities and requirements.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Regular engagement with short-term insurance product providers with the intention of building sustainable partnerships between Consult and the providers.

Growth Enabler by delivering client and Franchise Value Proposition

• Support and guidance on Financial Planning & Advice best practice in the short-term insurance environment
• Provide technical support, short-term insurance marketing and specialist support in the field to promote and grow short-term insurance value propositions
• Franchise Practice Management: Implement tactics to develop and maximize the franchise practice management.
• Vesting a new Franchise
• Change management assistance with new software implementations, process standardization and optimization and insurer provider panel reviews.

Governance and Monitoring

• Ensures compliance training and regular audits in conjunction with advice and license specialist
• Ensures Risk management and Compliance processes are adhered to
• Investigate reported willful acts of non-compliance to organisation policy and practice and report on findings.
• Identify compliance or advice related risk to franchise and license and report on findings.
• Embed advice and record keeping elements as part of transactional process

Franchise Development

• Identify opportunities for revenue growth in the short-term insurance sector
• Business development and unearthing of new sales and business opportunities
• Run projects and initiatives as and when required.

Competencies    

• Entrepreneurial and commercial thinking: Keeps up to date with competitor information and market trends; identifies business opportunities for the organization; maintains awareness of developments in the organizational structure and politics; demonstrates financial awareness; controls costs and thinks in terms of profit, loss and added value.
• Deciding and initiating action: Takes responsibility for actions, projects, and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.
• Relating and networking: Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others. • Persuading and influencing: Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes own ideas and those of others; makes a strong personal impact on others; takes care to manage one’s impression on others.
• Delivering results and meeting customer expectation: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical, and orderly way; consistently achieves project goals.
• Creating and innovating: Produces new ideas, approaches, or insights; creates innovative products or designs; produces a range of solutions to problems.
• Risk management: a Clear understanding of short-term insurance related compliance and advice risk and illustrate ability to manage these risks, tailored to the needs of the franchise.
• Business management and reporting: Implements processes that optimise general business practices, identify growth opportunities and resources to enable strategy and report on key performance metrics.