Digital Transformation Specialist

2 days ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Build, strengthen and maintain relationships with Momentum Investments key stakeholders and act as key contact to IFA, Clients and Branches regarding digital training, queries, products and services. Play a central role in working directly with the IFA and his office to provide technical digital assistance to maintain and grow the digital footprint of Investments.
Role Purpose

Build, strengthen and maintain relationships with Momentum Investments key stakeholders and act as key contact to IFA, Clients and Branches regarding digital training, queries, products and services. Play a central role in working directly with the IFA and his office to provide technical digital assistance to maintain and grow the digital footprint of Investments.
Requirements

**Qualifications, Experience and Knowledge**
- Grade 12 or Equivalent (With Math/Accounting)
- Relevant industry related qualification (Finance and Investment Related) and/or
- Relevant business degree
- 3-5 years’ experience in a client engagement, sales or client service environment with proven knowledge of client engagement principles and practices
- Exposure to the investments industry
- Extensive financial services industry knowledge
- Knowledge of digital capabilities available.
- Knowledge of VIA system
- Sound knowledge of client service policies, procedures, and processes.
- Knowledge of business-related rules and regulations.
- Knowledge of relevant regulatory and compliance requirements.
- Knowledge of the operational running of call and service centers.
- Relevant product knowledge.
Duties & Responsibilities

**Responsibilities and work outputs**
- Convert and Support panel of IFA’s/Planners to maximum digital adoption
- Tracking on digital adoption rate for panel
- Regional support as point of call for any digital issues.
- Training to stakeholders (internal and external) on any processes, with digital capabilities always at front end.
- Report on challenges, changes and any roll outs done.
- Support on Bulk Transfer process (administrative)
- All support and training are effectively and efficiently done digitally.
- Own day-to-day relationships and cultivate and identify new opportunities to expand existing partnerships
- Conduct regular meetings with clients to discuss progress and success
- Work directly with ETS, Shared services, OSA to assist the digital IFA in resolving all queries.
- Troubleshoot and resolve issues that arise by presenting solutions that meet clients’ needs.
- Build trusted relationships with IFAs and Branches.
- Work with clients to define their problems and co-create solutions. Own the relationship and ultimate success, including initial digital onboarding and retention.
- Develop a trusted advisor relationship, through our strategy focus.
- Deliver next-level results and service while continuously considering creative solutions to improve and increase adoption.
- Serve as your clients’ advocate internally by liaising with all internal team for support.
- Build and maintain good relationships with various stakeholders (e.g. clients, brokers, partners) so the business can maximise value from these relationships.
- Understand stakeholders' problems and challenges and identify ways the business could better solve for those needs, digitally.
- Interact with stakeholders to explain digital capabilities and service offerings, address concerns and strengthen their satisfaction/comfort with the process.
- Assess level of adviser experience satisfaction with current capabilities and make recommendations to address shortcomings.
- Function as a trusted and loyal spokesperson regarding business challenges stakeholders are facing, by identifying competitive threats and recommending helpful strategies to help them realise their business goals.
- Provide information to internal teams to capitalise on opportunities to up-sell or cross-sell digital capabilities, based on insight generated in stakeholder engagements and needs.
- Provide excellent service in order to maintain a positive reputation for the business.
- Identify and report process and system failures and enhancements to improve stakeholder experience.
Competencies

**Competencies and Skills**
- Excellent written and verbal communication
- Strong Presentation/public speaking skills Great people management and interaction skills
- Strategic, consultative approach to clients with the ability to understand their needs, create meaningful solutions and set proper expectations.
- A team player who can work effectively with multiple teams to oversee the digital success
- Self-starter with strong time management and planning skills

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

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