Head: Mwi, Mci

3 weeks ago


Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

The Head Retail Service: Annuities, MCI and MWI is a primary leadership role that will focus on our Strategic Objectives and Goals, to ensure the effective and efficient delivery of awesome, consistent, one-stop, end-to-end legendary service to our clients - building strong service relationships to enhance, retain and grow our business.
Role Purpose

The Head will focus on the high-level end-to-end managing, measuring, and driving of the full value chain of the three investment platforms’ service teams (Annuities, MCI and MWI), focusing on people, process, system and resources. Working with the teams’ management teams to consistently find new and innovative ways to improve our service delivery, and to increase our quality and service experience, whilst still adhering to the policies, procedures, governance, risk and compliance requirements.
Requirements
- Passionate about service and service excellence - with a “will do, can do” attitude | Demonstrating determination and encourage others to achieve excellence in every task, action and/or interaction.
- Working with and servicing people | Demonstrating an interest in others, working effectively in teams, building team spirit - showing care and consideration for individuals.
- Has the ability to challenge decisions and frameworks, but also the ability to accept and implement decisions as instructed from a higher authority, and also the ability to work within established frameworks to achieve desired results.
- Has the ability to work well both under supervision as a member of a team, as well as independently.
- Relating and networking | Establishing effective relationships with clients and colleagues, networking effectively within and outside of the organisation and relating well to individuals at all levels.
- Highly organised, professional, efficient, and effective, with a sense of urgency and excellent time management.
- Strong attention to detail.
- Honesty and integrity | Respect for the confidentiality of our Clients’ and Momentum Metropolitan’s affairs.
- Resilience and adaptability | The ability to overcome obstacles and delivers results by showing tenacity - coping with pressures and setbacks by working productively in a stressful environment.
- Presenting and communicating information | Speaking and writing clearly and fluently, with the ability to relay information in a constructive and confident manner.
- Analysing data of a verbal and numerical nature as well as other sources of information, breaking information down into components, probing for further information and generating workable solutions to problems.
- Minimum experience
- 5-7 years’ experience within the Investment industry.
- 8 - 10 years’ experience within the service and operations. Knowledge of MCI, MWI and Annuities.
- 5-7 years’ experience in leading high-performance teams.
- 5 years’ experience in stakeholder (incl executive) management.
Duties & Responsibilities
The Head forms an integral part of the RISO service management team, taking overall accountability and responsibility for the teams.
People | Effectively leading a team | 45% of time focus
- Lead, support, assist, coach, mentor, guide and motivate your teams to bring out the best in each team member - be a Servant Leader.
- Create a positive work climate and culture to energise and empower employees, give your teams purpose, minimise work disruption and maximise employee commitment and productivity.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
- Select and recruit suitably qualified talent, in line with Employment Equity principles and the Momentum Metropolitan culture.
- Operational | Day-to-day legendary service delivery | 20% of time focus
Enable legendary service delivery of the highest quality within your area of responsibility
- Ensure that you, the Portfolio Heads, Service Managers, and the teams
- deliver positive, seamless and professional customer service during every interaction with the client in a considerate and timely manner.
- maintain a consistent differentiated client experience within a pressurised, fast paced and deadline driven environment.- maintain client confidentiality, always.
- capture and process valid client instructions accurately, the first-time round, within set service-level timelines and quality standards.
- request and obtain any missing information, documentation and/or signatures by following the legislative, risk, compliance and product process and procedure guidelines.
- meet service targets (turn-around times, quality standards, lost call rates, etc.) and exceed client expectations, consistently.
- adhere to product, legislative and compliance processes, and procedures at all times.
- adhere to Client Centric and Treating Customers Fairly Principles.
Operational monitoring and reporting
- Take high-level responsibility and accountability for your and your


  • Fund Specialist

    1 week ago


    Centurion, South Africa ARCS Full time

    To support the Head of Collective Investments (MCI) with the distribution of local investment funds as well as with the implementation of the MCI strategy. (monetary conditions index) Drive the implementation of the clients Collective Investments (MCI) strategy to deliver and promote the clients Investment Management funds and solutions, in line with...

  • Service Manager

    2 weeks ago


    Centurion, South Africa Momentum Investments Full time

    **Introduction** - Through our client-facing and specialist brands, 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....


  • Centurion, South Africa Momentum Investments Full time

    **Introduction** - Through our client-facing and specialist brands, 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....


  • 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...


  • 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...


  • 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** Responsible for...


  • Centurion, South Africa Momentum Investments Full time

    **Introduction** **Role Purpose** As a Service Account Manager (SAM) within our Momentum RISO BAU team, you will be one of Momentum's brand representatives, to our top supporting Financial Advisers. The main purpose of your role will be to increase client loyalty and satisfaction through consistent, world class and legendary service of the highest quality,...