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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Journey Lead is responsible for leading and delivering transformational customer journeys across OMIX Servicing. This role involves aligning strategic objectives, driving collaboration across cross-functional teams, and ensuring the execution of innovative solutions to enhance customer experiences. The Journey Lead plays a pivotal role in identifying opportunities for improvement, fostering a customer-centric culture, and embedding agile practices within the organization.

As part of the RRFA journey our purpose is to
- Fulfill the requirements outlined in Section 14 of the Pension Funds Act, which prescribes the conditions for transfers within the 180-day regulatory timeframe to ensure compliance and to process retirement and pension fund withdrawal requests such as Pension Interest Awards, Maintenance Orders, De minimis surrenders (<R15k), Savings Pot Withdrawal requests in accordance with the Pension Funds Act and Tax regulations
- Build trust and lasting relationships through intelligent, product-agnostic journeys.
- Providing service to our customers or members and Advisers across Tier1 and Tier 2 processes through efficient, customer centric servicing processes and case management.

Journey Management

Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.Utilize data and insights to identify pain points and opportunities for journey improvement.Collaborate with stakeholders to define success metrics and monitor progress.

Agile Implementation

Embed agile methodologies within teams to enable iterative development and faster delivery of improvements.Act as a champion for agile practices and facilitate agile ceremonies such as stand-ups, retrospectives, and planning sessions.

Stakeholder Engagement

Build strong relationships with cross-functional teams, including product, technology, operations, marketing, communications and retirement fund boards including principal officers.Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.

Technical Process Delivery

Ensure compliance with legislative requirements such as the Pension Funds Act, Income Tax Act, and POPI Act as well as Anti Money Laundering (AML) regulationsIdentify and implement best practices consistently.Follow and enforce technical policies, SOPs, and fund rules.Manage service delivery, ensuring adherence to service promises, case management, and SLAs.Monitor and react to feedback to maintain quality assurance.Conduct gap and root cause analysis to drive process improvements.Oversee business plans and special projects, ensuring smooth execution.Allocate resources effectively, assigning the right jobs to the right individuals.Adapt quickly to changing circumstances and implement agile execution strategies.Resolve complex technical and administrative issues.

Control Environment

Maintain and update control libraries to prevent non-compliance.Identify, log, and mitigate risks within the operational framework.Ensure strict adherence to standard operating procedures and protocols.Track, raise, and resolve audit-related issues to maintain compliance.

Communication

Manage inbound and outbound communications effectively.Handle enquiries, escalations, and complaints efficiently.Develop and deliver presentations and workshops as needed.

Data (MIS) and Reporting

Monitor and act upon management information for performance improvement.Diagnose and resolve workflow issues effectively.Plan and allocate work based on skills and competency matrices.Generate accurate statistical and progress reports to support decision-making.

People Leadership

Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the journey.Manage direct reports in accordance with internal policies and procedures.Full suite of people management (i.e. capacity planning, recruiting, goal setting, performance management, coaching, employee wellbeing, employee skills matrix and learning, recognition, ad hoc items etc).

Performance and Capability Building

Set performance objectives for teams and provide feedback to ensure alignment with strategic priorities.Identify capability gaps within teams and implement development plans to address them.Mentor and coach team members to enhance their professional growth.

Risk and Compliance Management

Proactively identify risks associated with customer journeys and implement mitigation strategies.Ensure compliance with organizational policies, procedures, and relevant regulatory requirements.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

Matric and or Degree, or a related field.Minimum of 5 years’ experience in a leadership role with a focus on customer journey management, customer experience, or technical operations.Proven track record of implementing agile methodologies within teams, with experience leading cross-functional squads.Experience in stakeholder management, including both internal teams and external partners.Demonstrated ability to use data-driven insights to improve processes, customer satisfaction, and the efficiency and effectiveness of processes.Working knowledge of Product Administration Systems (PAS), workflow systems, data and reporting systems and contact centre technology within Old Mutual or other financial services providers.Knowledge of the MS Suite of Products

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

SME knowledge in customer experience design, journey mapping tools, or operational transformation.Experience in driving digital transformation initiatives.Degree in Business Administration or a related field.Agile or Scrum certification.

Skills

Action Planning, Agile Project Management, Change Management, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Policies & Procedures, Professional Presentation, Project Delivery Management, Safety Management, Servant Leadership

Competencies

Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial Acumen

Education

Bachelors Degree (B) (Required), NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

08 July 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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