Job Description

Through our client-facing brands Metropolitan and Momentum, 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at
Role PurposeThe Regional Manager oversees and manages the operations of the regional walk-in offices/centers that are responsible for the Death Claims Investigation Department within a specific geographic as well as the engagement of members (both at regional walk-in offices/centers and by doing Fund, Industry and financial literacy related presentation at the Employer).Their primary responsibility is to ensure accurate sharing of information with members (and clients) and to ensure efficient, accurate, and timely processing of death claims, providing exceptional service to beneficiaries, and ensuring compliance with company policies and regulatory requirements.Location
Cape Town / Gqeberha (PE)
Requirements

• 5 to 8 years experience in the retirement industry environment.
• 3 to 5 years experience in a supervisory and/or management role.
• Matric or equivalent (essential).
• COP in Retirement Fund or equivalent qualification (desirable).
• Bilingual (essential).
• Multilingual (desirable).
• Valid driving license
• Sound knowledge of Claims policies, procedures, and processes.
• Sound knowledge of business products, associated rules, and legislation.

On-the-job training/qualifications

• Relevant systems and processes (desirable).
• Relevant product training (desirable).

Duties & ResponsibilitiesINTERNAL PROCESS

• Responsible for the overall office, operational, staff and client management in the region responsible for.
• Prepare and provide monthly reports on the delivery of services against agreed service level agreements and in terms of overall client targets (e.g., death claims investigations, walk-in clients, telephone queries not related to death claims, etc.).
• Sign off all death claims reports compiled based on documentation acquired during the death case investigation process, relevant legislation applicable and Fund guidelines.
• Responsible for the identification, allocation to staff, investigation tracking, review, and presentation of death cases to the Funds death case subcommittee meetings and/or Board of Trustees/Fund meetings (where applicable).
• Rate each investigation reviewed based on set business criteria for purposes of conducting performance excellence and development discussions.
• Ensure policies, procedures and standards are in place to track all walk-in clients and incoming calls to ensure compliance.
• Facilitate Fund training to members and stakeholders (Workshops).
• Facilitate Employer training for processes of Fund administration (Contributions, Disability, Retirement, Withdrawal and Death cases).
• Identify common client questions to address common questions and upskill staff herein.
• Create retailisation opportunities by building effective relationships with clients.
• Ensure that the death claims control and system notes are updated weekly to advise on the status of all death case investigations allocated to staff responsible for.
• Liaise with internal departments regarding the requirements of a death in service (e.g., benefit claim form, tax directive etc.) to ensure that the claim is processed within agreed service levels.
• Prepare a report on death cases for presentation to Trustees at the Disposal of Death Benefit Committee monthly.
• Present cases investigated in are and reviewed Trustees at the Disposal of Death Benefit Committee (or Board of Trustees) meetings monthly.
• Ensure that allocation letters and payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines are prepared, distributed, and timeously followed up.
• Report on inflow and outflow of death claims statistics for areas.
• Ensure or facilitate financial advice / counselling for beneficiaries where identified.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness, and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
• Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the fund.
• Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.

Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.CLIENT

• Provide authoritative expertise and factual information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• 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 values.

Select and recruit suitably qualified talent in line with Employment Equity principles and Momentum Metropolitan values. * Drive a culture that guides and directs best practice, 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 between team members.
• Identify employee growth and development needs and schedule interventions to enable on-going development, training, and personal growth.
• Effectively manage performance within the team to ensure business objectives are achieved.
• Encourage innovation, change, agility, and collaboration within the team.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

FINANCE

• Investigate reported willful acts of non-compliance to organisation policy and practice and report on findings.
• Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
• Contribute to the financial planning process within area.
• Identify opportunities and provide solutions to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

• Written and verbal communication.
• Problem solving.
• Influence.
• Critical thinking.
• Detail-oriented.
• Results focused.
• Collaboration and teamwork.
• Resilience.
• Planning.
• Presentation.

Momentum