Head Of Tele And Digital MMH260514-6, Midrand

Role Purpose Develop and drive profitable sales through effective plans, targets and growth in support of the business sales strategic objectives and maintain compliance with regulatory requirements. Provide strategic leadership to integrate and optimise Tele and Digital channels, leveraging technology to drive profitable growth, operational efficiency and a seamless, client‑centric omni‑channel experience that enables future‑ready distribution and service models.

Requirements

Postgraduate qualification in Business Management or related field

RE5 and RE1 FAIS Regulatory accreditation

8+ years’ experience within financial services, with at least 3 years' experience in a senior leadership role

Extensive senior leadership experience within omni-channel, digital transformation, contact centre, sales or client experience environments.

Proven experience leading large‑scale transformation, operational optimisation and digital enablement initiatives.

Duties and Responsibilities

Develop and execute an integrated Tele and Digital strategy aligned to Metropolitan’s strategic objectives.

Design and optimise integrated client engagement and distribution models across Tele, Digital, Service and related channels.

Lead digital transformation initiatives that enhance scalability, agility, operational resilience and client‑centric service delivery.

Drive innovation, digitisation, automation and continuous improvement across the omni‑channel environment.

Enable sustainable commercial growth through integrated omni‑channel distribution and engagement strategies.

Improve operational productivity, conversion rates, persistency and value of new business.

Optimise lead generation, channel performance and client engagement to maximise commercial outcomes.

Provide strategic oversight of financial performance, resource optimisation and cost efficiency across the omni‑channel ecosystem.

Use data‑driven insights to inform decision‑making, improve client journey and scale performance. Implement design thinking and agile methodologies.

Define and embed a unified client experience strategy across all channels and touchpoints.

Drive seamless, personalised and efficient client journeys that improve client satisfaction, loyalty and fast‑claims turnaround.

Monitor and improve customer experience and service performance metrics, such as NPS.

Lead end‑to‑end process optimisation initiatives to improve efficiency, turnaround times, scalability and service delivery.

Simplify operating models, eliminate inefficiencies and strengthen operational integration across channels.

Drive operational disciplines that support sustainable growth, quality service delivery and resilience.

Lead and develop multi‑layered team within Tele and Digital environments.

Foster a high‑performance, innovative and client‑centric culture.

Drive leadership capability, succession planning, employee engagement and change agility.

Ensure compliance with all relevant legislative, regulatory and governance requirements, including FAIS, POPIA, TCF and the Long‑term Insurance Act.

Implement effective risk, fraud prevention and governance controls across the omni‑channel environment.

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