Administration Manager: Installations

Momentum Metropolitan Holdings, formerly MMI Holdings, is a South African-based financial services group was established on 1 Dec 2010, through the merger of Metropolitan and Momentum. We are specialists in long and short-term insurance, asset management, savings, investments, healthcare administration, health risk management, employee benefits and rewards programmes. Our purpose is to enhance the lifetime financial wellness of people, their communities and their businesses wherever they may be in the world. Our strategy is simple to build relationships with clients by integrating financial wellness solutions into each and every engagement we may have with them. We want to understand their needs, circumstances and preferences and design holistic lifetime solutions with a personalised suite of products and services that sees to the financial wellness of the individual. At work, we strive to have a culture that is grounded in accountability, diversity, excellence , innovation, integrity and teamwork. Since we are in the business of people, we do not consider Corporate Social Investment as a nice-to-have, but as an imperative to help alleviate some of the challenges we face as a society. We are proud to proclaim our workforce a collective of social givers; employees lend their time, might and money to various projects to uplift and grow the community. MomMet has gone from strength to strength boasting an impressive 16 000 employees, six operating brands; the Multiply rewards programme; specialist cell captive insurance group Guardrisk, healthcare group Carecross, Occupational Care South Africa, property management group Eris and mobile health provider Hello Doctor. Weve also made inroads into the global investment space in the UK through Momentum Global investments. And we are now one of the largest insurers listed on the Johannesburg Stock Exchange (JSE) Requirements Grade 12 or equivalent Business related degree (advantageous) or a Diploma 5- 7 years' client service experience in the financial services industry Minimum of 5 years managerial experience Duties & Responsibilities Manage Installations team to deliver obsessive service excellence Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process. Establish productive operational relationships with key stakeholders in the various channels and administrative teams. Manage the implementation of operating procedures and quality service standards related to the applicable client service solution. Monitor and evaluate operational processes for quality and effectiveness, in collaboration with senior management and technical resources within the team, making adjustments as required. Manage a comprehensive installation and benefit improvement function, ensuring timeous and accurate service delivery. Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure service level agreements are consistently maintained. Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance are upheld through the installations and benefit improvement environment. Deliver meaningful and relevant monthly reporting on the delivery of output, problems and trends to allow for accurate action by administrators, sales consultants and other stakeholders. Speed and Quality of service delivery to allow for a Smart Client Experience Provide authoritative, expertise and advice to the team, internal clients and stakeholders. Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments. Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional high-quality client service. Adopt a culture of accountability for regional and cross-regional queue management to ensure full turn-around time of quality control items is maintained. Understand the impact of efficient on-boarding of funds and changes through the benefit improvement process on the overall operational service output and client experience. Take full accountability and responsibility for the management of service standards delivered to internal and external stakeholders. Participate and contribute to a culture which builds rewarding relationships with both internal and external stakeholders, facilitates feedback and provides exceptionally high-quality client service. Leadership Create a positive work climate and MMH culture to increase employee engagement, minimise work disruption and maximise motivation and employee productivity. Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values. Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness. Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage service level agreement expectations. Effectively manage performance within the team to ensure business objectives are achieved at all times. Encourage innovation and an agile way of working and ensure the team's capabilities are built. Manage high risk and problematic financial issues in the area of accountability and contribute to the development of policy. Manage budget and implement sound financial controls Take accountability to ensure minimum preventable expenses in the installations environment by ensuring speed and accuracy to avoid re-works and late processing penalties. Adopt a culture of excellence ensuring zero defects/errors in overall client experience through the delivery of high standard in the quality control process. Report and provide feedback on the effectiveness of a financial policy, practice and procedures preventing illegal, unethical or improper conduct. Implement risk management, governance and compliance policies in own area to identify and manage governance and risk exposure liability. Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.