Service Manager: Specialised Investments

6 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 Specialised Investments (SI) team, you are a key representative for Momentum, focusing on delivering a premier service to our top Financial Advisers. Your goal is to provide consistent, end-to-end legendary service, managing a team of Service Account Managers (SAMs) in a dynamic and high-pressure environment.Your team will handle various servicing, administrative, coordinating, and risk management activities to ensure a seamless service offering. The objective is to meet quick turnaround times, adhere to processes and high-quality standards, and enhance client loyalty by consistently delivering world-class service.

Your role involves building strong relationships with Advisers, their admin teams, and channel partners, collaborating with service, product, legal, and compliance teams. The aim is to enhance, retain, and grow our business, encouraging top Advisers to choose or continue with Momentum Investments.

Your interactions with Advisers, Clients, and stakeholders will reflect our commitment to personalized service, demonstrating genuine care at every step. Leadership experience in a high-performance team and a background in a relationship-driven service offering in an investment environment is essential for this role.

**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.
- Experience in an investment service environment managing a client panel, emphasizing relationship-building, personalized service, ease of doing business, and business growth will be advantageous.
- Extensive knowledge of all types of transfers and related legislation.
- Advantageous to have knowledge and experience in digital capabilities.
- 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.

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