Portfolio Head: Annuities

-Introduction

The **Portfolio Head, Annuities Service, **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 Financial Advisers and Clients - building strong service relationships to enhance, retain and grow our business.
Role Purpose

The Portfolio Head will focus on managing, measuring and driving the full value chain of this team, being people, process, system and resources (which includes capacity planning) - consistently finding new and innovative ways to improve our service delivery, and to increase our quality and service experience, whilst still adhering to our policies, procedures, governance, risk and compliance requirements.
Requirements

**Personal attributes and personality traits**:

- 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 by Exco and/or Manco.
- 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.
Duties & Responsibilities

**People | Effectively leading a team | 40% of time focus**:

- Lead, support, assist, coach, mentor, guide and motivate your team to bring out the best in each team member using the SLII model.
- Create a positive work climate and culture to energise and empower employees, give your team purpose, minimise work disruption and maximise employee commitment and productivity using the CARE model.
- 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.
- Lead, manage and support the team according to the agreed RISO strategy.
- Continuous engagement with the team - at least weekly 1-on-1 engagement with direct reports, at least monthly 1-on-1 engagement with all indirect staff (coffee chats) and at least biweekly team meetings.

**People | Effectively build lasting partnerships | 20% of time focus**:

- Establish and maintain productive operational relationships with key stakeholders in the various channels and teams to create a #OneMomentum.

**Operational | Day-to-day legendary service delivery | 30% of time focus**:
**Enable legendary service delivery of the highest quality within your area of responsibility**
- Oversight to ensure that your Service Manager/s and the team
- 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, 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**
- Review and track the performance dashboard prepared, recorded and monitored by the Service Manager/s for each team