Channel Operations Support Adm

4 days ago

Pretoria, South Africa Momentum Metropolitan Holdings 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.

We help people grow their savings, protect what matters to them and invest for the future. We help companies
and organisations care for and reward their employees and members. Through our own network of advisers or via
independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions
Role Purpose

To provide front office administrative support to the marketing advisors and financial advisers, facilitate the efficient operation of new business process and rules while ensuring accurate information is channelled through to the support centres.

Build, strengthen and maintain relationships with key stakeholders and act as key contact to stakeholders regarding queries, products, and services.
Requirements
- Matric / Grade 12 or NQF level 4
- Minimum of 2 years financial service industry experience
- Must be proficient in Afrikaans and English
Duties & Responsibilities
- Assist Advisers in the submission of business using the digital channels
- Provide Advisers with trustworthy support to ensure their clients are serviced
- Ensure digital capabilities are used as intended
- Capture all Wealth annuities and Investo new business
- Continuously reinforce usage of digital tools and processes to support and service clients
- Ensure product house ‘way of work’ and SLA are adhered
- Focus on the quality of insurance business submitted by Advisers
- Build and maintain good relationships with various stakeholders so the business can maximise value from these relationships.
- Understand stakeholders' problems and challenges and identify ways the business could better address those needs
- Interact with stakeholders to manage service offerings, address queries and strengthen their satisfaction with the business.
- Identify and report process and system failures and enhancements to improve stakeholder experience
- Accurately capture and check new business documentation for errors and completeness
- Escalate faults and other housekeeping issues with the relevant stakeholders
- Timeously complete all administrative and reporting duties, related to the role within the agreed timeframes
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes
- Provide regular reports on delivery of services against agreed service level agreements
- Build and maintain relationships with internal and external stakeholders
- Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
- 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
- Develop and maintain productive and collaborative working relationships with peers and stakeholders
- Continuously manage your own performance and developmentManage financial and other company resources under your control with due respect
Competencies
Team Working : Works participatively with others is democratic and encourages team contributions collaboratively involves others in decision:making, Meeting Timescales : Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks, Checking Things : Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed, Following Procedures : Conforms and adheres to rules closely follows instructions and procedures minimises risks by sticking to processes, Managing Tasks : Manages tasks by being organised and methodical plans activities systematically sets priorities for tasks, Upholding Standards : Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity, Producing Output : Is focused on activity and works quickly keeps busy and maintains productivity is comfortable multi:tasking to produce output, Taking Action : Takes action to make things happen uses initiative to start things up shows drive and invests personal energy, Team Working:Works participatively with others is democratic and encourages team contributions collaboratively involves others in decision-making, Meeting Ti

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