Job Description

Introduction

Through our client-facing brands Momentum Group, 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. 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.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Translate business strategy into the client service strategy and oversee the operational execution of the client services strategy to drive client experience and the achievement of business objectives.

Requirements

Bachelor's degree or equivalent in Operations, Business Management, Industrial Engineering, and/ or related qualification (desirable)
Grade 12 or equivalent (essential)
10+ years' relevant experience in client services management
6 - 8 years' people management experience in a services environment.

Duties & Responsibilities

Craft and implement a client service strategy that delivers on the brand promise and creates a memorable client experience, in line with business objectives.
Oversee the management of interdependencies across departments to achieve efficient service objectives.
Oversee the implementation of mechanisms, systems, processes, and practices that enhance service delivery and the client experience.
Oversee mechanisms used to monitor, report, and improve service delivery and operational efficiencies to drive an environment of continuous improvement.
Contribute to and interface with segment and group forums with an operational link that impacts on operational delivery.
Collaborate with centres of excellence (COEs), develop standard operating procedures to establish the optimal processes.
Develop measures for operational excellence and develop a reporting framework for tracking these measures.
Implement initiatives that drive operational efficiencies, reducing operational risk and drive operational excellence throughout process, practice, and people perspectives.
Plan and implement a cycle of short-term improvements to drive operational delivery.
Implement initiatives that drive operational efficiencies, reducing operational risk and drive operational excellence throughout process, practice, and people perspective.
Use data and analytics to build and provide personalized and customized service solutions for customers.
Proactively analyse data, trends, and research to provide insights which informs business decisions and influence the strategy.

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 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 Momentum Group and externally to win support, loyalty and gain commitment to the purpose of 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 Momentum Group by providing opportunities and experiences to develop skills, competencies and business knowledge.