Role Purpose
The purpose of the role is to design/develop and implement the FundsAtWork Umbrella Fund, Group Insurance and Structured Investments and Annuities as well as the overall client experience strategy to deliver exceptional client experience to the various clients. The role will lead and inspire teams to design and deliver effective, efficient, and excellent processes.
Requirements
- Degree in Business Management, Finance, or any related qualification
- 8-10 Years’ experience in Client Services administration management
- 5 - 8 Years’ Senior Management experience in a financial services environment
- In-depth understanding of local Insurance laws, practices and regulatory requirements
- Lean, Six Sigma and other business process or CX qualfifications would be an advantage
Duties and Responsibilities
Internal Processes
Client Experience Strategy And Delivery
- Design and develop the client services strategies that support client’s requirements and business objectives with the focus on digital enablement with a human connection.
- Enable efficiencies with a digital and automation focus.
- Develop effective short, medium and long-term operating plans to effectively manage client experience and lifecycle from on-boarding to termination.
- Continuously review implementation plans, operating practices and processes in anticipation of future business requirements and regulatory changes to ensure that continuous improvements, efficiency, effectiveness and client experience will be achieved and that compliance will be enabled.
- Ensure that new processes are implemented in a way that is repeatable and align to the client experience strategy
- Define and implement mechanisms to continuously monitor and improve client service where necessary including NPS, SLAs and other client experience measurements.
- Engage the key internal and external stakeholders to identify changing client needs and establish effective relationships and SLA management.
- Drive business improvement and innovation projects to improve operational efficiencies, embed continuous improvement across client services and lower cost to serve.
- Implement and embed LEAN strategy across client services.
- Ensure timeous communication on progress and challenges in achieving goals and client services plans to all relevant stakeholders.
- Develop, establish, and direct execution of operating models to support overall business objectives.
- Drive business optimisation initiatives to ensure cost effective and client centric operating structures, maximum efficiency levels, reduction in waste in all respects and strengthen of operating systems.
- Define and influence service models and remuneration models across functions to ensure continued client satisfaction, value chain integration and optimisation.
Employee Benefit industry understanding
- A solid understanding of the employee benefits industry and benefits e.g. product, consulting, new business, broker market.
- Industry best practices.
Stakeholder management (Internal and external)
- Collaborate with the relevant stakeholders to develop an implementation plan for client experience that meets the client’s expectations and requirements.
- Lead and manage interface between Operations, IT, Finance and various other functions to ensure effective execution.
- Strategic broker and client engagements and management.
- Regulatory body engagements e.g. Prudential Authority, FSCA.
Governance (Risks and compliance)
- Ensure compliance with all legal, governance, policies, procedures, standards and sound business practice to meet acceptable standards.
- Drive the development and implementation of integrated risk, governance and compliance frameworks, ensuring the consolidation of the risk profile for an area of accountability across the value chain, managing critical risks and providing feedback.
- Ensure good working relationships with the FundsAtWork Principal Officer/ Board of Trustees including the administration sub-committee.
People
- Manage a team of client service heads with a total of 400 employees.
- Influence and drive change management.
- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational culture.
- Select and recruit suitably qualified talent in line with Employment Equity principles and Momentum Group cultural behaviours.
- Drive a culture that embodies client focus and unreasonable excellence, fostering an environment of continuous learning, improvement and cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared among team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved.
- Encourage innovation, change agility and collaboration within the team.
Finance
- Ensure that appropriate strategies have adequate financial resources for the development and implementation of critical financial plans and budgets. Influence the implementation and integration thereof across the fund administration and services space.
- Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
- Implement and provide feedback on the effectiveness of risk management, financial, governance and compliance policies, practice and procedures preventing illegal, unethical or improper conduct and manage governance and risk exposure liability.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.
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