Job Description

Closing Date 2025/05/18
Reference Number MMH250416-15
Job Title Service Manager
Position Type Permanent
Role Family Sales
Cluster Momentum Insure Company Limited
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Sandton
IntroductionThrough 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
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose

• The Service Manager is responsible for the implementation of the strategic
• To manage and monitor the performance of Service consultants; as well as ensuring that client relationships are maintained and developed with the aim of retaining the correct calibre of clients on the book for as long as possible and reducing the risk of high loss ratio clients or high claimants to the
• The Service Manager is accountable for the Provincial Customer base, growth opportunities and specific
• To ensure effective capacity management of available resources to achieve higher operational
• To ensure that the processes in the branches comply with legislative and process
• Achievement of required audit scores (branch effectiveness evaluation and critical risk evaluation).
• To work along with staff to enhance skills levels and create a healthy work Contracting and achieving of training and development plans.
• Manage transformation and employment

Requirements

• Matric /Grade 12
• Business related qualification
• FAIS Credits (min 30 credits in short term insurance if date of first appointment is before 2010) or if date of first appointment is on or after 01/01/2010, a full recognized qualification as per the FSCA qualification list.
• FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual
• If you are registered for one Class of Business (Personal or Commercial) you are required to have 12 CPD (continuous professional development) points. If you are registered for two Classes of Business (Personal plus Commercial), you are required to have 18 CPD points.
• 3 - 5 Years' experience in Servicing (Short Term Insurance) both personal and commercial lines
• 3 - 5 Years' experience in Managing staff in a short-term industry in both personal and commercial lines
• Extensive knowledge of the Short-Term Insurance Industry

Duties & ResponsibilitiesINTERNAL PROCESS:

• Manage, monitor, and control the team's delivery on Service Level Agreements made with clients.
• Manage, monitor, and control the teams execution of client requests, concerns, and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Manage and monitor productivity relating to Key areas within the branch.
• Ensure teams adherence to correct procedure and protocol when following up on and attending to queries.
• Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the team.
• Identify and report process and system failures and enhancements to improve client experience.
• Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
• Ensure effective administration.
• Implement Corrective Action

CLIENT:

• Provide authoritative, expertise and advice 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 in order 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:

• Effectively manage a team to deliver quality service to
• Develop and maintain productive and collaborative working relationships with peers and
• Positively influence and participate in change
• Continuously develop own expertise in terms of professional, industry and legislation
• Contribute to continuous innovation through the development, sharing and implementation of new
• Take ownership for driving team cohesiveness and
• Personal development plans for

Competencies

• Coaching skills
• Directing, understanding, and interacting with people
• Ability to work in a pressurized environment and meet deadlines.
• Establishing rapport
• Showing composure
• Teamwork
• Making decisions
• Resolving Conflict

We're looking for someone with

• Knowledge in managing a diverse team
• Thorough understanding of the insurance industry
• Thorough understanding of business principles/practices
• Interpersonal Skills
• People Management skills
• Attention to detail
• Ability to handle conflict
• Negotiation skills
• Problem solving skills
• Coaching skills
• Excellent time-keeping skills
• Portfolio Management
• Risk awareness

LocationThe above-mentioned position is currently available at our offices in Sandton. This role will require occasional travel to outlying areas in the region.PolicyWe 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.

Momentum Group