Service Manager: New Business

8 months ago

Centurion, South Africa Momentum Investments Full time

**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.-
**Role Purpose**
- As the Service Manager for RISO's Wealth New Business team, you will be a key representative for Momentum. Your main focus is to establish and uphold a top-tier new business onboarding service, delivering consistent, comprehensive support to Financial Advisers, Clients, and stakeholders.Your responsibilities include leading and overseeing a team of service specialists in a dynamic and high-pressure environment. Together, your team will handle various servicing, administrative, coordinating, and risk management tasks to ensure a smooth new business onboarding process. The objective is to meet turnaround time expectations, adhere to established processes, maintain quality standards, manage risks, and build strong relationships throughout the entire journey, ultimately enhancing client satisfaction.

In addition to managing the team, your role involves cultivating strong relationships with channel partners, collaborating closely with our broader service and product teams to promote and grow our business. Your efforts aim to make Momentum Investments the preferred service provider for advisers.

**Requirements**:
**Experience and Qualifications**:

- 3 to 5 years of practical experience in Momentum Investments BAU service area, preferably in Wealth, MWI, MCI, and Annuities, with knowledge of products, processes, procedures, and systems.
- 10 years of practical experience in Investment, Insurance, and Financial Services, including strong administrative and innovative client servicing, with preference given to LISP experience.
- Have experience in managing a client panel within an investment service environment, emphasizing relationship-building, personalized service, ease of doing business, and business growth.
- Possess extensive knowledge of various transfers and related legislation.
- Advantageous to have knowledge and experience in digital capabilities.
- Be tech-savvy with troubleshooting skills and the ability to find practical solutions.
- Knowledge of legislation in insurance and investment industries, including POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc.
- Minimum educational requirement: Grade 12 or equivalent with Math and/or Accounting.
- Advantageous to have a B. Com Finance/Investments or related degree.
- Excellent computer skills, quick learner of new systems, and proficient in Microsoft Office suite (Excel, Word, Outlook, and Teams).
- Advanced dual-screen navigation and typing skills.
- Intermediate level proficiency in Microsoft Office suite (Excel, Word, Outlook, and Teams)

**Knowledge**:

- Understand the financial services industry thoroughly.
- Familiarity with client service policies, procedures, and processes.
- Understanding of business-related rules and regulations.
- Awareness of relevant regulatory and compliance requirements.
- Understanding of the operational aspects of call and service centers.
- Familiarity with relevant product information.
- Knowledge of complaints handling processes and procedures.

**Duties & Responsibilities**
- The Service Manager is a crucial member of the Wealth service team, combining skills, knowledge, experience, processes, procedures, and systems.
- **People | Effectively leading a team | 40% of time focus**
- Foster a positive work environment using the CARE model to energize and empower employees, minimize disruptions, and maximize commitment and productivity.
- Cultivate a culture of continuous learning, improvement, and cohesiveness, guiding best practices within the team.
- Lead, support, coach, and motivate the team using the SLII model to bring out the best in each member.
- Recruit qualified talent in line with Employment Equity principles and the Momentum Metropolitan culture.
- Manage the team in alignment with the agreed RISO strategy.
- Engage with the team regularly through check-ins, 1-on-1 meetings, team huddles, and biweekly team meetings.
- Ensure performance management and disciplinary actions are taken as needed and report at agreed intervals.
- Encourage innovation, change agility, and collaboration within the team.
- Promote Investment’s GRIT values and inspire team participation in recognition and appreciation programs.
- Manage internal and external expectations positively during periods of change.
- Drive personal and team development, continuously improving knowledge and skills for growth.
- Develop expertise in professional, industry, compliance, and legislative knowledge for yourself and the team.
- Proactively plan for succession and staff development within the team.
- Contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exc

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