MFC GM Enablement - Cape Town at Old Mutual South Africa

Job Description

• Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
• We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
• You will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment. 
• This role is accountable for the MFC operations (processes, systems and tools), including Distribution Enablement; Change execution and partnering with CCCS and specifically OML IT in enabling the delivering of the MFC business outcomes.

Customer Enablement

• Leverage off a strong foundation of data to enable positive customer and business outcomes.
• Accountable for the formulation and execution of the MFC Customer Retention Strategy
• Formulation and monitoring of MFC Premium Collections requirements, including the application of DebiCheck towards maximising the MFC collection success
• Customer campaign management including distribution channel sales leads campaigns supporting up and cross-sell outcomes
• Extracting value from big data
  • Build a strong foundation of data that supports the efficient execution of business and customer outcomes.
  • Build predictive models to proactively engage
• Effective operational Risk and Compliance management – de-risking the business and protecting the interest of our customers

 Distribution Enablement

• Distribution Enablement plays a key role in supporting the overall MFC Strategy and Business Plan by enabling all sales channels in setting up, manage and monitor their business-critical processes, systems, and tools, these include the following capabilities :
• Intermediary Experience Management
  • Design the experience per channel/IMED type
  • Business Architecture - includes CRM to enable omni-channel experience and extract customer value (front-end/mobile platforms)
  • IMED experience monitoring and support
  • Capability to interpret channel needs into processes, systems and tools
• Intermediary Product and Servicing Support (VTG, OMP & S&I)
  • Service IMED’s
  • Enable IMED’s to service customers
• Practice Management (incl Disciplined Execution management)
• Advice Risk and Compliance
• Advice Capability 
• Distribution and REM Reporting 
• Worksite and Scheme Management Support 
• Property and End User Computing management
• Provincial Admin support (this is a nationwide distributed capability rendering a wide range of services, including new business capturing)

Business Change Execution

• Leading the MFC Business Agility transformation to ensure that MFC effectively adopts and applies the SAFe Lean-Agile way of working
• Management of the MFC Development funding; associated resource allocation to effectively execute on the MFC Strategic portfolio.  This includes taking accountability for
  • MFC SAT Integration: Accountable to embed and optimise OMP and S&I across all MFC distribution channels with associated MFC integrated processes, systems, and tools
  • The operational change portfolio, includes all SecOps and regulatory epics & features

 Outsourced Services management

• Managing the Mass & Foundation Cluster (MFC) business demands into Capability Cluster (CC)  including the allocation of resources
• Direct liaison and contracting with the OML IT Business Partner as part of an Integrated MFC Business change capability
• Service Level Agreements and monitoring thereof
• Ensure that the MFC-CC value chain meets our customer promises.

Requirements 

• Relevant Postgraduate Degree
• 10 years of Enablement and/or Operations experience
• A minimum of 5 years leading teams

Education

• Postgraduate Certificate  (Required)