Job Vacancies at Momentum Metropolitan Holdings Limited

Role Purpose    

• Provide a comprehensive integrated view of operational risk exposure across Metropolitan life through identifying and monitoring controls weakness. Recommend appropriate mitigation plans to the business, track implementation of management action in order to prevent or limit financial exposure and operational risks.

Requirements    

• BCom Risk Management / Accounting / Auditing or related degree
• Certification in Risk Management Assurance (CRMA)
• Knowledge of applicable legislation landscape
• Monitoring methodology or Internal audit methodology
• 5 to 7 years’ experience in risk management or internal audit experience or related
• Banking or insurance environment risk experience (preferred)
• Business acumen
• Stakeholder Management
• Drive for results
• Leads change and innovation
• Critical thinking and inquisitive nature
• Reporting skills
• Problem-solving skills
• Methodical and systematic approach
• Planning skills
• Analytical thinking
• Attention to detail 

Duties & Responsibilities    
The Risk & Control Assurance Specialist is a senior member of the risk management team and is accountable for the following:

• To develop the Risk Monitoring Methodology and the Control Library. Formulate and execute Annual Risk Based Monitoring Plan in line with the risk strategy.
• Develop scope and objectives of the monitoring reviews to ensure the key processes are covered as part of the reviews.
• Conduct walkthroughs to gain a background understanding of the business functions, identify gaps and key controls.
• Develop test procedure and conduct monitoring reviews to confirm adequacy and effectiveness of controls.
• Identify controls that can be tested through data and collaborate with data scientist to conduct monitoring.
• Perform root cause analysis on the issues identified in order to determine underlying causes.
• Recommend risk mitigation solutions to enhance efficiencies in the business.
• Draft and issue concise risk monitoring reports within agreed timelines.
• Track monitoring findings and follow up to ensure management actions are implemented within agreed timelines.
• Prepare risk monitoring report to be submitted to relevant committees or forums.
• Work closely with regulatory monitoring team to avoid duplication of efforts.
• Collaborate with other combined assurance providers e.g. internal audit, group forensic services, legal and compliance.
• Perform Internal Financial Controls assessments, Risk Maturing Self-Assessment & Surveys, Counterparty risk assessment / Critical Third Party Risk Asessesments, reliance testing and adhoc monitoring.
• Provide support to internal audit and external auditors.

INTERNAL PROCESSES

• Develop and implement risk monitoring system and reporting tools
• Implement relevant operational risk policies and procedures
• Perform ongoing risk monitoring reviews on key processes and systems
• In case of suspected operational incident perform and prepare a detailed incident review
• Track and report on risk mitigation plan development and implementation
• Challenge and test existing and new proposed processes for operational risk exposure

CLIENT

• Engage with business and process owners on an ongoing basis
• Advise management on emerging trends and potential operational risk threats to the business
• Review these processes and recommend mitigating controls, process improvements and management plans to mitigate deemed weaknesses
• Feedback to business the outcomes of operational risk assessments, risk monitoring reviews and agree appropriate management actions
• Communicate and share best practices or interdependencies with the relevant stakeholders to increase awareness and mitigate the risks

PEOPLE

• Develop and maintain a productive and collaborative working relationship with peers and stakeholders
• Manage own productivity, balancing limited resources relative to significant volumes of operational processes and potential exposures
• Continuously develop business and emerging operational risk skills and knowledge of own
• Contribute to continuous innovation and enhancement of operational risk process, tools and system
• Engage with and participate in industry bodies and regulators

FINANCE

• Identify and mitigate risk trends to ultimately limit the total exposure due to operational losses
• Manage financial and other company resources under your control with due respect

Competencies    

• Curious mindset
• Out of the box thinking
• Able to work independently 
• Ability to problem solve
• Develop and manage stakeholder relationships
• Ability to collaborate with others to achieve results

Closing Date    
2023/05/19

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Role Purpose    

• Identification, assessment and evaluation of operational risks in the business. Provide appropriate mitigation plans to the business and support the business with the implementation of such plans in order to prevent or limit financial exposure and operational risks.

Requirements    

• BCom Risk Management / Accounting / Financial Management or related degree
• Knowledge of applicable legislation landscape
• 5+ years’ experience in risk management or related
• Business acumen
• Stakeholder commitment
• Drive for results
• Leads change and innovation
• Critical thinking and inquisitive nature
• Reporting skills
• Problem-solving skills
• Methodical and systematic approach
• Planning skills
• Analytical thinking
• Attention to detail 

Duties & Responsibilities    

• The Operational Risk Specialist is a senior member of the risk management team and is accountable to drive the management of the risk program, implement the risk strategy and execute the risk management plan within the business and enable the business by providing overall risk guidance and insights to ensure that risks and opportunities are identified, measured and managed within acceptable tolerance levels or leveraged for optimal results.
• The Operational Risk Specialist is responsible for performing on-going monitoring and assessments of risks captured in the risk register to enable the identification of top risks, potential new risks or emerging risks.
• Supports the business in development and implementation of appropriate risk controls to mitigate such risks and associated incidents.
• Collaborates with internal partners to ensure adequate and effective key controls are designed and are operating effectively to mitigate identified risks in the risk register.
• Performs root cause analysis and identify risk exposures.
• Contributes to the development of and deliver risk training and awareness initiatives on behalf of the Risk team.
• Embedding an appropriate risk culture.

INTERNAL PROCESSES:

• Develop and implement operational risk system including monitoring and reporting tools
• Implement relevant operational risk policies and procedures
• Perform regular operational risk evaluation of key processes and systems
• In case of a suspected operational incident perform and prepare a detailed incident review
• Guide / coordinate mitigation plan development and implementation
• Challenge and test existing and new proposed processes for operational risk exposure
• Drive development of remedial plans with risk owners to manage risks to desired levels on an ongoing basis, ensure ongoing monitoring of remedial plans

CLIENT:

• Engage with business and process owners on an ongoing basis
• Advise management on emerging trends and potential operational risk threats to the business
• Review these processes and where necessary develop mitigating controls, process improvements and management plans to mitigate deemed weaknesses
• Feedback to business the outcomes of operational risk assessments and agree appropriate management actions
• Consult on setting risk appetite and thresholds
• Facilitate scenario analysis

PEOPLE:

• Develop and maintain a productive and collaborative working relationship with peers and stakeholders
• Manage the productivity of the supporting teams, balancing limited resources relative to significant volumes of operational processes and potential exposures
• Continuously develop business and emerging operational risk skills and knowledge of own and team
• Contribute to continuous innovation and enhancement of operational risk process, tools and system
• Engage and participate in industry bodies and with regulators

FINANCE:

• Identify and mitigate fraud trends to ultimately limit the total exposure due to operational losses
• Manage financial and other company resources under your control with due respect

Competencies    

• Examining Information
• Meeting Timescales
• Producing Output
• Interpreting Data
• Checking Things
• Taking Action
• Providing Insights
• Upholding Standards

Closing Date    
2023/05/19

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Role Purpose    

• Process, investigate and resolve stakeholder requests, de-escalate level 1 complaints and handle escalations received via all Metropolitan social media platforms as well as via the Digital self-service WhatsApp and Web capability.

Requirements    

• Matric or Certificate in Financial Service or NQF Level 4
• 2 – 4 years client service experience within an insurance or financial services environment
• Knowledge and understanding of the workings of existing social media platforms
• Working knowledge of Insurance Products, Insurance Law, Compliance, Pension Funds Act, and Income Tax Act and TCF principles
• Knowledge and understating of Digital service processes as well as Digital Service capabilities including the DataEQ ticketing system

Duties & Responsibilities    
INTERNAL PROCESS:

• Handle all customer queries and complaints raised on the social platforms which includes Facebook, Instagram, Twitter, WhatsApp, Web and correspondence mailboxes
• Ensure written communication is clear, professional and avoid jargon
• Ensure that brand integrity is retained
• Review existing process and provide feedback on appropriate enhancements
• Support the Social Media Community manager with input to amend appropriate scripting where applicable
• Handle and de-escalate where applicable all incoming Digital L1 complaints from all stakeholders
• Rank and prioritize service requests effectively on DataEQ
• Ensure that request, complaint, and escalation is completed with feedback loop to keep client
• Take a customer-focused approach to handle complaints and escalations
• Strong follow-up required on all the assigned cases
• Provide resolution within the framed timelines
• Ensure that all written communication is carried out as per the Service procedures
• Manage turnaround times to meet stakeholder expectations
• Update complaint register   with outcome and action to business

CLIENT:

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback
• Shows empathy for others and a willingness to go the extra mile
• Ensure that the client remains informed throughout the process of investigation - manage client expectations
• 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
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
• Contribute to the process of developing client service standards to ensure clients receive clear and accurate information and are kept informed at all times

PEOPLE:

• Develop and maintain productive and collaborative working relationships with peers and stakeholders
• Display a positive attitude and a passion to serve others
• Positively influence and participate in change initiatives
• Embrace the culture and way of work of organisation
• 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 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
• Contribute to managing the Ombudsman account by responding within agreed turnaround time

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/Stakeholder 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 client (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 Momentum Metropolitan.
• Self-Awareness and Insight: Manages self and relationships with others effectively, deals with ambiguity, uncertainty, and pressure, and provides perspective in difficult situations. 
• Diversity and Inclusiveness: Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.

Closing Date    
2023/05/19