Service Manager

**Introduction**

To provide an awesome, consistent, one-stop, end-to-end legendary service offering to all our Clients and stakeholders - building strong relationships to enhance, retain and grow our business.

**Role Purpose**

The OSA Service Manager will manage and lead a team of dynamic employees. As a team you are required to perform various interactions such as administrative changes, coordination of tasks, support as well as relationship building and management of the teams activities.

**Requirements**:

- Momentum Investments product, process, procedure and system knowledge (advantageous).
- Gemstone and BPM knowledge (advantageous).
- Grade 12 or equivalent with Maths and/or Accounting.
- B. Com Finance/Investments or related degree or tertiary qualifications (advantageous).
- Minimum of 5 years practical and relevant experience, within the Investment, Insurance and Financial Services industry - excellent administrative and innovative client servicing and support experience.

**Duties & Responsibilities**

People | Effectively leading a team
- 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.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
- Lead, support, assist, coach, mentor, guide and motivate your team to bring out the best in each team member - be a Servant Leader.
- 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 standards, which will include regular one-on-ones, KPI measurements, operational dashboards, trend analysis, capacity planning, standby planning, performance, skills development and personal development plans discussions, regular standups and team meetings, etc.
- Ensure that performance management and disciplinary action takes place when and where required, and report on agreed intervals.
- Encourage innovation, change agility and collaboration within the team.
- Promote the Investment’s GRIT values and inspire the team to actively participate and contribute towards the recognition programme.
- Proactively and positively manage internal and external expectations through periods of change.
- Actively improve your and your team’s performance and drive personal development, including continuously improving knowledge and skills for personal growth and development.
- Continuously develop own and team’s expertise in terms of professional, industry, compliance, and legislative knowledge.
- Proactively do succession planning and staff development for the roles within your team.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Promote our Strategic Objectives and Goals: Quality and Experience, showing our Clients that “We genuinely care” and ensure that “Clients choose us”.

Operational | Day-to-day legendary service delivery

Enable legendary service delivery of the highest quality within your area of responsibility
- Ensure that you and your team
- deliver positive, seamless, and professional customer support 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.
- proactively manage all escalations
- attend and represent the OSA’s at the relevant channel and platform meetings
- co ordinate and facilitate maintenance weekends
- plan standby rosters for monitoring and support where applicable
- provide support to your team for all incidents and issues raised
- perform quarterly User Access Reviews
- adhere to product, legislative and compliance processes, and procedures at all times.
- adhere to Client Centric and Treating Customers Fairly Principles.
- Participate and contribute to a culture of identifying and recommending improvements and changes that will facilitate and improve the client service experience, enhance cost effectiveness, increase operational efficiency and reduce any risk or threats.
- Make active daily contributions to help achieve team goals, targets and successes.
- Support the overall Momentum Investments team, working together to create a combined centre of excellence.
- Support your team to research, follow-up and resolve client enquiries and problems through effective interaction with Clients, product specialists, operations areas, and other internal or external stakeholders in a timely and professional manner.

Relationships
- Establish and maintain productive operational relationships with key stakeholders in the various channels and teams.

Processes, procedures, systems, efficiencies, cost effectiveness
- Actively lo