Senior Manager: Client Services Faw

-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

To drive the implementation of client service strategies and manage the operational implementation of client engagement solutions to support the delivery of excellent client experience and the achievement of service business objectives within Momentum Corporate.
Requirements
- Relevant B Degree
- 8-10 years’ experience in Client Services' management
- 3-5 years’ senior management experience in a financial services environment
Duties & Responsibilities

**INTERNAL PROCESSES**
- Contribute to the development of client services strategies that support client’s requirements and business objectives.
- Collaborate with the relevant stakeholders to develop an implementation plan that meets the client’s expectations and requirements.
- Establish productive operational relationships with key stakeholders and manage interdependencies across departments to achieve efficient service objectives.
- Develop effective short, medium, and long-term operating plans to effectively manage client experience and lifecycle from on-boarding to termination.
- Manage the implementation of appropriate processes, systems, and resources to administer the solution offered to corporate clients of the business as well as their employees, members, and clients.
- Continuously review implementation plans, operating practices, and processes in anticipation of future business requirements and anticipated and actual regulatory changes to ensure that continuous improvements, efficiency, effectiveness and client experience will be achieved, and that compliance will be enabled.
- Ensure that new processes are implemented in a way that is repeatable, sustainable, cost effective, well risk managed and focused on client experience and aligned with future direction.
- Continuously monitor and measure service delivery to ensure that the client experience is in line with the CVP.
- Manage the development and implementation of quality management processes which ensure service delivery is line with client expectations and requirements.
- Drive business improvement and innovation projects to improve operational efficiencies and embed continuous improvement across client services.
- Ensure timeous communication on progress and challenges in achieving goals and client services plans to all relevant stakeholders.

**CLIENT**
- Define and implement mechanisms to continuously monitor and improve client service where necessary.
- Engage the key internal and external stakeholders to identify changing client needs and establish effective relationships and SLA management.
- Monitor client service reports and feedback and align practices and related processes to achieve client satisfaction on efficiency and profitability

**LEADERSHIP**
- Create a positive work climate and culture.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and MMH values.
- Advise on and support all people practices (e.g., Workforce Planning, Talent Acquisition and Management, Performance Excellence, Reward and talent retention etc.) to ensure continuous improvement and drive strategy execution.
- Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training, and personal growth.
- Effectively manage performance within the team to ensure business objectives are achieved
- Encourage innovation, change agility and collaboration within the team.
- Support the building of the team’s capability to ensure that the team is equipped to strategically partner with business and provide leading solutions.

**FINANCIAL**
- Develop and monitor the regional budget.
- Implement sound financial controls and monitor and manage expenditure relative to budget.
- Take responsibility for the unlocking of operational efficiencies.
- Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
- Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical and improper conduct.
- Implement risk management, governance, and compliance policies in own practice area.
- Manage governance and risk exposure liability
Competencies
- Sense of urgency
- Analytical thinking
- Commercia