Vacancies at Momentum Metropolitan Holdings Limited

Requirements

• Matric.
• 3 Years tertiary qualification (IT degree/ diploma).
• Minimum 2 years Support Analyst or Senior Application Support experience.
• Basic knowledge of disciplines in an Application Support environment, incident handling, change management, problem management and related areas.

Duties & Responsibilities

 Operations and Maintenance

• Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
• Addressing advanced customer business and technical queries.
• Assist with providing and implementing temporary workarounds.
• Review and improve operational requirements relating to the business processes.
• Coordinate and manage maintenance requests between the Business and IT.
• Ensure that request, are timeously resolved.
• Ensure that all the documentation exists and that sign-off is obtained on all system releases (SAS 70 requirements).
• Align business processes.
• Ensure that system requests accommodate all information and detail required in order for IT to affect the request as timeously and correctly as possible.
• Analysis of system requests at all times in order to identify inefficient business process, training requirements and system enhancements.
• Recommend developments on Business Processes with the view on maximising efficiency and minimising administrative costs.
• Ensure that regular interaction and exchange of information is achieved between IT and the business.
• Ensure proper system/test documentation and safe keeping thereof.
• Knowledge transfer to business partners and technical support on daily basis.

Business and System Analysis

• Collaborate with business stakeholders and development teams through joint problem solving sessions to ensure that solutions are robust, correctly monitored, prioritized and lifecycle resilient.
• Drive the process of optimizing current solutions through a service improvement approach to ensure return on investment and that service levels for all deliverables are met.
• Provide specialised investigation and analysis of data integrity between source and destination applications.
• Follow up and provide feedback to the customer for escalated application issues.
• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer.
• Extract and analyse application and system support data.
• Understanding clients business processes and requirements.
• Propose and make configuration amendments.
• Attend and provide input into weekly, monthly and adhoc customer support meetings.
• Advise and train support teams with investigations and support processes.
• Participate in performance measurement of support team members.
• Be available to Shift and Standby personnel for significant events.
• Participate in the customer management escalation standby schedule.
• Identify inefficient business and or system processes.
• Analyse and identify business processes identified as inefficient.
• Proposing and ensure implementation of new or enhanced business and or system processes.
• Analysing of Bugs, identifying system improvements and or enhancements to increase productivity and decrease costs and ensure implementation of changes.
• Ensuring that system changes are at all times catering for ongoing business changes and requirements.
• Ensuring that redundant system processes are removed.

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Requirements

•  Matric/Grade 12
• FAIS Credits (min 60 credits in short term insurance if date of first appointment is before 2010); or if date of first appointment is on or after 01/01/2010, a full recognised qualification as per the FSCA qualification list.
• FAIS Regulatory examination for Representatives (RE5)
• 18 CPD (continuous professional development) points
• Risk Assessment and analysis
• Commercial Reinsurance and Insurance Principles and practice
• Customer and Personal Service
• Clerical and administrative procedures

Duties & Responsibilities

Issuing New Policy Documents:

• Issuing new policy documents in accordance to Company standards and regulatory requirements
• Ensure documents comply with FAIS and TCF
• Deliver policy documents (including SASRIA) to client within prescribed time period
• Provide advice to client on key aspects of cover to reinforce Sales advice
• Record or obtain confirmation of receipt of documents

Perform post sale client service and risk management: 

• Follow up client’s service to ensure retention and ensure client side risk management.

Recommending and interpreting surveys where necessary:

• Following up on implementation of survey and risk improvement requirements.
• Loading and advising clients on warranties and additional endorsements.

Analysing Risk/Claims Data or Information:

• Identifying the underlying principles, drivers, or facts on increased exposure, claims trends to inform underwriting intervention decisions
• Maintain acceptable portfolio mix including at renewal.
• Analyse weekly and monthly claims information for trends
• Identify changes to exposure from claim patterns or changes in certain occupations or client groups
• Recommend and implement underwriting interventions to reduce exposure or claims frequency/severity
• Report to Provincial Executive and Head Office underwriting on observations and interventions.
• Decline excessive risks or those falling outside mandate/underwriting limits

Making Decisions and Solving Problems: 

• Analyzing underwriting and claims risk information and evaluating results to arrive at the best solution and solve problems (make decisions)
• Decrease value of policy when risk is substandard and/or specify applicable endorsements or apply rating/excesses to ensure safe profitable distribution of risks, using reference materials (for midterm changes and renewals)
• Propose renewal terms for non-performing accounts.

Process Renewals:

• Renew policies in compliance with company underwriting standards and Financial Services Regulations
• Evaluate performance of policies and determine equitable renewal terms
• Where necessary refer to Provincial Exec and/or Head Office underwriting (Reinsurance, special Acceptances)
• Propose renewal terms within prescribed time taking into account claims experience, possible client needs and market changes
• Discuss renewal with client and agree terms and finalize renewal

Utilize IT systems and computers:

• Using computers and computer systems {including hardware and software (including Mertrix system)} to enter, or process insurance risk information and use computers to enter, access and retrieve insurance risk information and data
• Manage central client register and document repository for regional clients’ information in accordance to FAIS rules and Company standards
• Produce underwriting performance monitoring and feedback reports.

Communicating and maintaining business relationships with Persons Outside Organization:

• Communicating with people outside the organization (Clients, surveyors, consultants, loss adjusters, and other external sources). This information can be exchanged in person, in writing, or by telephone or e-mail (write business correspondence to external parties).
• Visiting clients on request.
• Advice to and negotiations with clients
• Survey requests and follow up on reports
• Consulting with external experts on risk and insurance issues

Establishing and Maintaining Interpersonal Relationships:

• Developing constructive and cooperative working relationships with Sales, Head Office Underwriting and Regional staff, claims and other departments, and maintaining them over time.

Communicating with Supervisors and Peers: 

• Providing information to supervisors, Sales and/or regional management/underwriting management, by telephone, in written form (reports), e-mail, or in person.

Updating and Using Relevant Knowledge: 

• Keeping up-to-date technically and applying new knowledge to your job (Continuous professional learning and development in insurance, risk management principles/practices plus contract, property, or insurance laws).

Organizing, Planning, and Prioritizing Work:

• Developing specific goals and plans to prioritize, organize, and accomplish your work Resolving Conflicts and Negotiating with Others: 
• Resolving challenges, conflicts and settling disputes with regards to underwriting and sales process application, or otherwise negotiating with others including Underwriting, Claims, Brokers, Finance and clients

Provide Consultation and Advice to Sales, Claims and Finance:

• Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics

Performing Administrative Activities: 

• Performing day-to-day administrative tasks such as maintaining information files and processing paperwork recording, storing, or maintaining information in written or electronic/magnetic form in line with FAIS and other document management policies

Thinking Creatively:

• Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions

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Requirements

• Minimum of 3-5 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.
• Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.
• Having hands-on experience in handling Section 14 and 37 transfers, death claims, unit transfers, and retirement income reviews will provide a significant advantage.
• Knowledge and experience with digital tools is a plus.
• Tech-savvy with troubleshooting skills and a knack for finding solutions.
• Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.
• Minimum education: Grade 12 with Math and/or Accounting.
• A degree in B. Com Finance/Investments or related field is advantageous.
• Knowledge of Momentum Investments products, processes, and systems is a plus.
• Strong computer skills, quick to learn new systems confidently.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.
• Knowledge – Will be an advantage
• In-depth knowledge of the financial services industry.
• Understanding of client service policies, procedures, and processes.
• Familiarity with business-related rules and regulations.
• Awareness of relevant regulatory and compliance requirements.
• Understanding of call and service center operations.
• Knowledge of relevant products.
• Familiarity with complaints handling processes and procedures.

Duties & Responsibilities

As a Service Specialist within the Benefit and Claim Support team you will:

• Handle Section 14 Transfers (in and out) by preparing legal documents like Form H and J.
• Manage and process Section 37 Transfers (in and out) by drafting legal documents, including Form A, ROTs, etc.
• Obtain approval from the FSCA when necessary.
• Process Death Claims for both Voluntary and Compulsory products.
• Handle Unit Transfers for both voluntary and compulsory products under Sections 14 and 37.
• Organize and index all Transfers and Estate instructions.
• Communicate with Advisers, clients, and third-party FSPs to address outstanding requirements via phone and email.
• Ensure timely and high-quality completion of tasks, taking personal responsibility for meeting service-level timelines.
• Address and resolve queries and escalations with personalized responses, aiming for first-time resolution to meet diverse client needs.
• Collect and analyze stakeholder data for process and system improvements.
• Monitor daily tasks and keep stakeholders informed of progress.
• Assist with Projects, FSCA, and other Audits as required.

Additional responsibilities:

• Always provide polite and timely customer service with a positive and professional approach.
• Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.
• Write personalized, considerate responses for client needs, whether through phone calls or emails.
• Ensure strict client confidentiality at all times.
• Accurately capture and process client instructions within set timelines and quality standards and request missing information as needed.
• Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.
• Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.
• Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage.
• Collaborate with stakeholders to identify and solve digital challenges. Resolve any issues hindering the expansion of our digital presence.
• Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.
• Follow product, legislative, and compliance procedures consistently.
• Adhere to client-centric and fair treatment principles.
• Take responsibility for managing reputational and financial risk resulting from interactions and instructions from key stakeholders.
• Meet personal daily and monthly targets for production, quality, and client satisfaction.
• Contribute actively to team goals and successes as a collective team member.
• Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.
• Contribute to a culture of identifying and suggesting improvements to enhance customer service, reduce costs, improve efficiency, and minimize risks.
• Continuously improve performance, self-development, and knowledge for personal growth.
• Continually enhance expertise in professional, industry, compliance, and legislative knowledge.
• Embody the values of Momentum Metropolitan: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork

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Requirements

Experience and Qualifications:

• BCom Accounting, Financial Management or Management Accounting
• Registered chartered accountant with South African Institute of Chartered Accountants (preferred)
• 6-10 years in financial management in an insurance environment
• Knowledge of the insurance and investment industry and applicable regulatory requirements and legislations.
• Knowledge of Generally accepted accounting principles (GAAP), International Financial Reporting Standards (IFRS) and risk management principles
• Preferably had exposure to the actuarial valuation environment and engaged extensively with actuaries.

Duties & Responsibilities

• Manage the delivery of Finance activities and solutions that enable the achievement of business goals and objectives.

(Internal Process)

• Oversee accounting practices in line with group standards.
• Manage the implementation of segment finance polices, procedure and controls in line with Group Finance frameworks. Manage the implementation and adherence to financial controls and raise any exceptions with the relevant stakeholders.
• Oversee the accuracy, validity and authorisation of journals processed.
• Manage the creation and maintenance of records on the financial management system to ensure the accuracy and integrity of financial records and documents.
• Manage the resolutions of financial queries.
• Manage the reconciliations of the transactions to ensure accuracy and alignment.
• Contribute to the interpretation and explanation of financial analysis, forecasts and scenarios in order to guide business decision making for the segment.
• Oversee the delivery of accurate and timeous segment reporting (including KPI, and operational reports), analysis and insights.
• Oversee the financial management of subsidiaries for the segment in line with MMI methodology and principles.
• Review consolidated segment reports to ensure that the information is appropriate and accurate.
• Contribute to the audit process and resolve any audit queries within deadlines.
• Support and influence key operational and strategic business decision using financial analysis and data.
• Provide business leaders with insight regarding the interpretation and explanation of financial analysis in order to guide business decision making.
• Drive the delivery of monthly reporting and ensure the business is provided with readily obtained, accurate and meaningful measurements.
• Oversee the delivery of financial analysis, forecasting and what-if scenarios based on business requirements.

Drive a client centric environment that focuses on best practice service delivery.

(Client Services)

• Build and maintain relationships with clients and stakeholders.
• Define fair and innovative internal client service practices which build rewarding relationships and allows team to provide exceptional client service.
• Engage with key stakeholders to identify changing internal client needs and make recommendations to align service offering with client needs.
• Contribute to a client service excellence culture which builds enduring relationships and allows team to provide exceptional client service.
• Develop client service level agreements and standards in order to ensure clients receive clear and accurate information and are kept informed at all times.
• Drive efforts to improve client service and fair treatment of clients within area of responsibility.
• Incorporate internal client feedback into the enhancement of daily business processes and management operating systems.

Self-management and teamwork.

(People)

• Develop and maintain productive and collaborative working relationships with peers, clients 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.