Job Description

Closing Date 2026/01/13
Reference Number MMH251217-9
Job Title Head: Client Management
Position Type Permanent
Role Family Client Services
Cluster Metropolitan Life
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Bellville
Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
To develop and implement client strategy with the primary focus on proactively and reactively managing client value, inforce book, collections, premium management, retention, costs, persistency and generating sales opportunities from the inforce book through conventional methods, automation, innovation and latest technologies with the aim of contributing to overall objectives of Metropolitan.
Requirements

• B-degree in Accounting/Administration or related qualification
• M-degree will be an advantage
• Minimum of 10 years' experience in the financial services/insurance industry, with 5 years in a leadership role
• Understanding of the relevant legislations and impact (General Code of Conduct for Authorised Financial Services Providers and Representatives, Financial Advisory and Intermediary Services (FAIS), Protection of Personal Information Act (POPI), Long Term Insurance Act, Treat Customers Fairly (TCF), FICA, Bankserv regulations, ASIA Standards and Treasury regulations etc.)
• Good understanding and working knowledge of products and product rules
• Understanding of premium collection rules, guidelines, legislation and institutions
• Experience in and the working of an insurance company's value chain, especially operations and sales
• Financial Business insights - understand VNB, APE, persistency and retention, cost management and operating profit models
• Understand our market segment (trends, etc.)
• Basic understanding of AI technologies

Duties & Responsibilities
Internal Processes:

• Build and sustain a policy and client retention capability that focus on improving persistency and VNB by proactively managing all potential off movements through automation, innovation and latest technologies.
• Develop and implement premium collections approach.

Client Services:

• Drive a client centric environment that focuses on best practice service delivery.

People:

• Effectively lead team.

Finance:

• Oversee the implementation of financial and corporate governance measures, and contribute to financial controls and planning.
• Establish a centre of excellence that will improve persistency, VNB and other financial outcomes.

*There are specific outputs linked to the above perspectives.
Competencies

• Business Acumen - Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group.
• Client/ Stakeholder Commitment - Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
• Drive for Results - Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
• Leads Change and Innovation - Actively leads change, does what is right for the business and drives continuous improvement through innovation.
• Motivating and Inspiring Team - Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, empowerment in others and encouraging them to contribute to the best of their ability.
• Collaboration - Prioritises the business interests of the Momentum Group and invests in the success of the group by aligning effort across divisions.
• Impact and Influence - Persuades, convinces, influences and inspires others, both within the Momentum Group and externally to win support, loyalty and gain commitment to the purpose of the Momentum Group.
• Self-Awareness and Insight - Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations.
• Diversity and Inclusiveness - Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
• Growing Talent - Takes responsibility for own development; and actively mentors, coaches and develops talent in others. Builds leadership bench strength for MMH by providing opportunities and experiences to develop skills, competencies and business knowledge.

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.

Skills Required