Head of Business As Usual

3 weeks ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Position Name: Head of Business as Usual

Location: Centurion

Division: Momentum Investments

Business Unit: Retail Client Interaction and Operations

Reporting To: Head: Retail Service & Operations
Role Purpose

The Head of RISO BAU will be responsible for managing the operational and client services environments with a focus on client experience, efficiency handling, optimisation and offering world class service across multiple platforms to advisers and clients.
Requirements

**Experience**:

- 10+ years leadership experience within a Service and Operations environment.
- Extensive experience within the Investment industry.
- Experience in strategy design, development and implementation within a service and operations environment.
- Extensive experience with a track record on design and development of a digital experience journey within a service and operations environment.

**Qualifications**:

- Relevant B.Com or business degree
- Preferred B.Com Honours degree
Duties & Responsibilities

**Key outputs**:

- Contribute to the formulation of key service strategies.
- Understand and translate strategy into required actions.
- Establish & manage an environment which creates a memorable and emotional client experience.
- Lead the various BAU workstreams towards a common purpose and vision.
- Proactively lead & run the business to deliver exceptional service on a day-to-day basis.
- Ensure that adequate dashboards and reporting structure are established for effective service management daily.
- Understand and manage the BAU budget.
- Ensure adequate processes and handling of all risk and capacity management.
- Provide all required data, and reports for various executive channels.
- Establish and sustain a high performing engaged team culture aligned to the business purpose.
- Drive a culture of continuous improvement.
- Ensure that the BAU operating model(s) operate with efficiency and market effectiveness.
- Establish suitable and implementable succession plans.
- Be accountable for the guidance and adherence to the group and divisional Transformational policies, and targets.
- Manage all key stakeholder service expectations by providing adequate feedback via reporting, face to face sessions, road shows, townhalls, etc.
- Ensure sufficient market engagement directly with clients and adviser to understand their expectations and experiences.
- Work closely with the Strategic lead to focus on the future of service and what we will be required to successfully own and lead experiences in the market.
- Be the custodian and gate keeper for all BAU enhancements that require prioritization. Work closely with the strategic lead to agree on priorities that will run and grow the business.
- Take full accountability in leading the team on business goals, objectives as aligned to agreed targets and measures.
- Attend all key stakeholder sessions to represent the state of BAU service business.
- Ensure adequate provision and handling of resource capacity.
- Be accountable for all SLA’s and ensure that work that is required to be processed is processed.
- Provide sufficient exception reporting, and ensure processes are in place to handle all exceptions.
- Be accountable for the management, handling and efficient use of allocated budgets.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Work closely with the strategic lead to ensure smooth and seamless operationalisation of strategic projects.
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 | Persuade, 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.
- Policy

We are committed to Emplo

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