Career Opportunities at Old Mutual South Africa

Job Description

• This is a regional (Area)based sales management role that manages a team of vested Financial Advisors with 24 months+ experience. The role undertakes to recruit, support, and develop (coach and train) the EFA’s to build their successful practices and generate compliant advice-based sales. This role also contributes to the overall management/leadership of the branch by serving as a member of the Area MANCO.

Key Result Areas

• People Management:  Recruitment and Selection of financial advisers; development & coaching of advisers & Performance Management (building and sustaining a productive team)
• Sales Management:  Strategy and business plan execution and evaluation; Drive, monitor and report sales, Practice Management, Compliance, and risk management
• Financial Management:  Apply business acumen to financial decision; Undertake budget/expense
• Managing the existing business processes (i.e. conservation, outstanding business, financing, administration, and client care).

Qualifications and Experience required

• Matric or equivalent
• Must be FAIS compliant with a certificate in Financial Planning or an equivalent qualification with 120 relevant credits at a minimum NQF level 5.
• Must have passed RE 5 level 1.
• Previous experience as a Sales Manager is preferable.
• Be accredited on all products that PFA distributes as well as accreditation on other optional products.
• Preferably 24 month’s service as a Financial Advisor.
• Have strong administrative capabilities.
• Should be comfortable in applying the sales process.
• Should be able to apply the six-step financial process.
• Having difficult conversations and being assertive.
• Coaching of others

Competencies

• Strategic
• Innovation
• Customer First
• Leading with influence
• Collaboration (Relating)
• Decision Making
• Execution
• Personal Mastery
• Technical /Business Competencies

Critical Skills and qualities

• Coaching/training/development
• People/performance management
• Planning, organising and monitoring
• Analytical thinker
• Interpersonal/communication
• Goal setting and execution
• Sales and marketing focused
• Able to motivate and inspire
• Business and financial acumen

Closing Date

20 April 2023

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Job Description

• This role manages a sales team and distribution strategy and is accountable for the sales targets and profitability of the team, over periods of up to a year

What is a Sales Manager?

• As an accredited Sales Manager with Old Mutual, you will represent and lead your team with the ideals and values to which the company has subscribed for over 175 years – Integrity, Professionalism, Customer-first, Advice led.
• Our purpose is to be our customers’ most trusted lifetime partner, passionate about helping them achieve their lifetime financial goals.

What do we need from you?

• Grade 12 (Matric) certificate
• FAIS Compliance RE & 120 Credits (COB & CPD)
• 3 years management experience (External)
• Management Qualification (Advantage, however experience can be considered)
•  MODP Qualification (Internal)
• A valid Driver’s licence and your own car
• A clear criminal and credit check
• Proven computer literacy (MS Office suite)
• Excellent communication skills (written and verbal)

Essential Behavioural success factors

• Team working
• Directing people
• Making decisions
• Taking actions
• Developing strategies
• Pursuing goals
• Establishing rapport
• Interpreting Data

Important Behavioural Success Factors

• Embracing change
• Examining information
• Interacting with people
• Articulating information
• Inviting feedback
• Providing Insights
• Meeting timescales
• Thinking positively
• Upholding standards
• Empowering individuals
• Following procedures
• Exploring possibilities

Education

• High School (Grade 12) (Required)

Closing Date

11 April 2023

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Job Description

• Supports the IT organization in developing, implementing and maintaining stable and resilient IT environment by driving best practice and instilling the appropriate level of quality assurance, governance and compliance relating to: End-to-end Monitoring, Disaster Recovery, Backups, High Availability, Unsupported Systems, Vulnerability Management, Capacity Management, Strategic Fit, Architecture Documentation and Single Point of Failures. The role will fundamentally support the Lead Resilience Engineer.

MAIN RESPONSIBILITIES

• Ensures compliance to IT requirements through proper communication, regular practice checks. This includes all new IT projects, production applications and application enhancements.
• Act as Subject Matter Expert in IT methodologies, policies and standards relating to End-to-end Monitoring, Disaster Recovery, Backups, High Availability, Unsupported Systems, Vulnerability Management, Capacity Management, Strategic Fit, Architecture Documentation and Single Point of Failures. He/she will be the steward of IT these artifacts. New and existing services must align with the documented policies, processes and standards
• Coordinates with internal stakeholders on technology compliance. Represents IT from, but not limited to, Information Security, recovery and technology risk perspective. Ensures proper analysis and timely findings/responses/mitigation in a consistent and factual manner; establish & follow the escalation or reporting process.
• Ensures IT service compliance and resilience through regular monitoring, analysis, investigation and proposing technical recommendation for the strengthening and protection of business technological assets, data, etc
• Preparing and presenting progress reports on the current state of the IT risk and control environment.
• Support the identification of improvement opportunities of the curriculum. Develop and present proposals to Lead Resilience Engineer to articulate opportunity, benefits and risks to organization, as well as provide and implement options and plans.

MINIMUM QUALIFICATIONS/EXPERIENCE

• A Bachelor degree holder in Information Technology or any business technology related field
• Familiar with ICT Business e.g., Consulting, Managed Services, Cloud Services, etc
• Exposed in facets of IT e.g., Projects, Delivery Support, Infrastructure, Software Development, etc.
• At least 3 years relevant experience in Industry standards for IT Governance and controls frameworks e.g., COBIT, ITIL/ITSM, Project and Software Development, ISO, InfoSec/Data Privacy, among others
• Must have performed an IT audit or familiar with Information Security, Data Privacy, Information Systems Audit requirements and other IT risk management or due diligence practices
• Communications skills at all levels (written, spoken, presentation, etc.)

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• CBCI/AMBCI
• Business Resilience

COMPETENCIES REQUIRED

• Customer First (Practice)
• Executing (Practice)
• Innovation (Practice)
• Leading with Influence
• Learning
• Relating
• Strategic

Closing Date

14 April 2023

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Job Description

• To provide advice on a specific range of products provided by Old Mutual and in line with the customer value proposition & compliance framework.
• The specific range of products are focused on a subset of the South African, market i.e. Mass Market at R 5 000 to R 25 000 income.
• Agents are individually accountable for achieving results through their own efforts and in-line with targets set by their respective Franchise

This opportunity is for a candidate wanting to:

• Build a professional career in the financial services industry
• Work with the independence of managing your own time, tasks and output
• Where your entrepreneurial drive is rewarded; with the more you sell the more you earn
• And you have the ability to create an unlimited earning potential based on the effort you put in

Skills Required:

• Be accountable for service delivery through own efforts.
• Develop your career in line with legislative requirements for the professional role as a Financial Adviser 
• Collaborate effectively with others to achieve personal results.
• Accept and live in partnership with the company values.
• Treat customers fairly in your role of providing financial advice
• Establish sound working relationships
• Maximise opportunities with prospective clients.
• Appropriate interpersonal and communication techniques to gain client acceptance.
•  Develop, track & review business plan to meet individual performance targets
• Engage in prospecting independently or through franchise developed opportunities

Role Requirements

• Grade 12 (Matric).
• Valid Driver’s license (Advantageous)
• FAIS Compliance or proof of progress towards compliance
• Clear criminal and credit check
• Minimum 1-3 years working experience (Sales preferred)
• Presentation skills (Advantageous)

Closing Date

31 December 2023

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• We are looking for self-motivated and dynamic individuals who have a passionate entrepreneurial spirit to join one of Africa's leading insurance companies.
• The role at a glance is about championing our valued customers to achieve their lifetime goals by identifying their financial needs, providing sound financial advice, recommending and implementing "fit for purpose" financial plans and solutions.

Education

• Bachelors Degree (B), High School (Grade 12) (Required)

Closing Date

14 April 2023

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Job Description

Lead a team of people to maintain and grow Old Mutual Insure businesses by ensuring exceptional service delivery and applying aggressive sales strategies and long term relationship management. This role must contribute to profitability and growth of the organization.

• Proactively lead a team of people to deliver on growth, expense and service targets.
• Identify innovative methods to maximise sales and service opportunities within the set-out responsibilities.
• Identify cross & up selling opportunities across all products and lead a team of people to deliver on the identified opportunities.
• Review quotations and conversion ratio data to guide conversations / provide status updates and identify trends.
• Analyze the team’s performance data and identify tactical ways to maximise opportunities and business growth.
• Provide input into the business by sharing analysis and providing recommendations on an ongoing basis.
• Engage with peers and management team to give and gain objective feedback on areas of improvement and opportunities.
• Make decisions on risk acceptance for certain referred policies.
• Collaborate with training to facilitate training interventions to create aware ness regarding the processes and operational aspects of the different products and processes.
• Lead a team of people to offer exceptional administration and business support in facilitating the completion of requests with SLA.
• Ensure standard operating procedures are followed and adapted by the team.
• Effectively solve escalations/complaints and the management of expectations whilst correcting/processing is done.  Coach and train individuals on corrections.
• Proactively assess, clarify, and validate broker and client needs on an ongoing basis.
• Identify issues that impede the business relationship between Old Mutual Insure and brokers/clients.
• Build networks and form strong relationships with important stakeholders.
• Lead a team to deliver exceptional service that exceeds customer’s expectation through proactive, innovative, and appropriate solutions.
• Manage people related matters i.e. attendance, performance, attrition within the team to ensure service level contributions are met/exceeded.
• Manage all HR matters within the team including the disciplinary processes as set out by Old Mutual Insure.
• Proactively lead a team of people to deliver on growth, expense and service targets.
• Identify innovative methods to maximise sales and service opportunities within the set-out responsibilities.
• Identify cross & up selling opportunities across all products and lead a team of people to deliver on the identified opportunities.
• Review quotations and conversion ratio data to guide conversations / provide status updates and identify trends.
• Analyze the team’s performance data and identify tactical ways to maximize opportunities and business growth.
• Provide input into the business by sharing analysis and providing recommendations on an ongoing basis.
• Engage with peers and management team to give and gain objective feedback on areas of improvement and opportunities.
• Make decisions on risk acceptance for certain referred policies.
•  Collaborate with training to facilitate training interventions to create awareness regarding the processes and operational aspects of the different products and processes.
• Lead a team of people to offer exceptional administration and business support in facilitating the completion of requests with SLA.
• Ensure standard operating procedures are followed and adapted by the team.
• Effectively solve escalations/complaints and the management of expectations whilst correcting/processing is done.  Coach and train individuals on corrections.
• Proactively assess, clarify, and validate broker and client needs on an ongoing basis.
• Identify issues that impede the business relationship between Old Mutual Insure and brokers/clients.
• Build networks and form strong relationships with important stakeholders.
• Lead a team to deliver exceptional service that exceeds customer’s expectation through proactive, innovative, and appropriate solutions.
• Manage people related matters i.e. attendance, performance, attrition within the team to ensure service level contributions are met/exceeded.
• Manage all HR matters within the team including the disciplinary processes as set out by Old Mutual Insure.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organizational policies, practices and procedures
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

Manage quality people practices

• Align own behaviour with the organization culture and values.
• Share and transfer product, process and systems knowledge to colleagues and team members.
• Collaborate and work with the business to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas

Job Requirements : Experience & Qualifications

• Matric/Grade 12.
• Relevant insurance related qualifications advantageous RE5, Full qualification, CPD and COB.
• More than 1 years’ experience in a Team Leader role.
• More than 1 years’ Short-Term Insurance experience will be advantageous

Closing Date

12 April 2023

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Job Description

• Would you like to join this dynamic employee benefits team that provides consulting services to predominantly free-standing funds? This role provides employee benefits support and general consulting to a portfolio of prestigious clients and you would be required to attend the Board of trustees and sub-committee meetings and present new business and member education sessions. This role falls in our middle management category.

Job Key Result Areas

• Supports OMCC Consultant to deliver all contracted client deliveries
• Provides support to OMCC consultant/s including arranging and managing meetings and functions, receiving and handling calls,
• Provides Employee Benefits and general consulting services to a portfolio of clients.
• Implements strategy for the portfolio of clients.
• Provides OMCC consultant with input and deliver on the client strategy
• Supports retention of existing business by ensuring services are met to the required agreed standards (SLA).
• Supports the new business take on function.
• Builds, enhances and manages client relationships.
• Prepares the agenda, meeting packs and board reports for meetings.
• Takes minutes at meetings and produces the minutes & actions.
• Co-ordinates and manages action items.
• Liaises with and negotiates deadlines with relevant parties.
• Prepares presentations and respond to PFA complaints

Job Requirements

• Matric
• Tertiary qualification required, i.e. BCom or Law degree
• Or Post grad diploma in Financial Planning
• Certified financial advantageous
• 5 yrs general Employee Benefits experience required
• Must be FAIS compliant and RE5 is required
• Understanding of Old Mutual customers and distribution channels advantageous
• Ability to manage stakeholders and excellent communication skills are essential
• Computer skills such as MS Office are essential
• Excellent command of English for compilation of minutes and fund communication
• Conducts member presentations
• Attention to detail is a must
• Must have a valid driver’s licence & reliable transport
• Must be organised

Education

• Bachelor of Commerce (BCom) (Required), Certificate In Financial Planning (Required)

Closing Date

21 April 2023

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Job Description

The Feature Analyst is accountable for guiding the clarification of the business requirements, through in-work collaboration with the business stakeholders, and working within the feature team to ensure these are delivered effectively

• Prioritize and Plan work activities within the Feature Team
• Facilitate and participate in discovery/inception workshops to create a shared understanding of user needs and the potential technology solution required to deliver to these needs.
• Identify user journeys which map out how a user will go through the system.
• Work ahead of the team to get clarity on some (not all) requirements before the next iteration.
• Create relevant user stories
• Collaborate with cross-functional teams comprised of product management, / UX, technology, support, testing and other subject matter experts to gather and analyse functional needs and user story requirements Groom user stories through business interviews, workshops or procedures and map user stories ensuring they come together as a cohesive whole.
• Provide the Product Owner with key information for prioritization and estimation.
• Prioritize and Plan work activities within the Feature Team
• Facilitate and participate in discovery/inception workshops to create a shared understanding of user needs and the potential technology solution required to deliver to these needs.
• Identify user journeys which map out how a user will go through the system.
• Work ahead of the team to get clarity on some (not all) requirements before the next iteration.
• Create relevant user stories
• Collaborate with cross-functional teams comprised of product management, / UX, technology, support, testing and other subject matter experts to gather and analyse functional needs and user story requirements Groom user stories through business interviews, workshops or procedures and map user stories ensuring they come together as a cohesive whole.
• Provide the Product Owner with key information for prioritization and estimation.
• Facilitate and participate in iteration meetings (product backlog grooming, planning meeting, daily stand up, review meeting and retrospective).
• Support showcasing stories to stakeholders.

Test cases for system

• Clarify the goals and business value of Minimum Marketable Features/Minimal Viable Products.
• Review user stories with the Product Owner with a strategic point of view
• Input into developing acceptance criteria or test cases for the system
• Provide regular feedback by testing the deliverables against a user story’s acceptance criteria.
• Provide regular feedback by validating that the product meets the business goals.
• Provide support and input into system testing activities including participating in the development of the testing approach, development of test cases as well as the creation of testing scenarios

Collaborate with the team to deliver on backlog

• Wear different hats: designer, tester, facilitator, product owner, etc
• Create a shared understanding of what the product is supposed to do
• Collaborate with the rest of the feature team to ensure that stories are delivered effectively and quality standards are adhered to
• Collaborate with developers, testers and user experience team to ensure that they are engaged ‘in the work’ to understand business context

Closing Date

14 April 2023

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Job Description

• This role will be responsible to craft and execute a strategy for new business growth and “partnerships” in previously un-tapped markets for Old Mutual Corporate for Employee Benefits, with a focus on results and specified business targets measured in single premiums and return from operations

Leadership

• Play a key role in the leadership of the Corporate Distribution team and sits on the Distribution Executive Committee
• The role will be responsible to deliver additional Return From Operations (RFO) over a 3-year period which will be measured quarterly
• The role will work closely with the heads of various teams and business units, not limited to the Employee Benefits Proposition owner, the Head of Fairbairn Consult (OMCC), the Head of Distribution, other Business Developments teams in Corporate and the head of Annuities and Investment Centre of Excellence.
• The role will be responsible to develop the OMC strategy into retirement Funds sponsored by the various Municipalities, State Owned Enterprises, Bargaining Councils, other affinity groups as well as Unions.
• Business Development could include building partnerships with other access points directly, consultants or other parties in conjunction and in collaboration with the existing distribution channels
• The role could include manager of managers for business development

Market analysis and identification of key growth nodes

• Analyze the market and identify key growth nodes
• Keep database current
• Identify key stakeholders and map stakeholder engagement journey for Corporate together with OML Stakeholder Management

Key account management for business development of growth accounts

• Create key account management strategies for each of the markets and individual client opportunities, complete with contact map, opportunity set, solutions to create and channel to execute through
• Maintain the key account strategies and execute
• Hold quarterly stakeholder meetings

Collaboration with OM Limited business units to deliver value propositions

• Work in close collaboration with OML stakeholder relations, Mass Foundation Cluster, Personal Finance, Black Distributers Trust and other business units, in order to bring holistic solutions to this potential market in the process of crafting mutually beneficial partnerships
• Understand the broader OM solutions including Personal Finance and Old Mutual investment Group as well as Corporate fully in order to craft partnership solutions with potential market
• Work closely with the Business Development teams of Old Mutual Corporate Consultants and Corporate Direct Team to approach the market in a synchronized manner.

Craft opportunity set into Corporate and OML

• Collaborate with the various product solutions owners and business unit heads to craft bespoke solutions to satisfy the partnership needs from the prospective market per opportunity
• Collaborate with the various Distribution Teams to execute the delivery of the strategies

Business intelligence

• Conduct a competitor analysis of major competition and solutions at play in the potential market and ensure feedback to the team and the rest of the business (in addition to the analysis done by the product owners) and strategise on how to position against each.
• Continuously monitor and respond to developments in the market and provide feedback to internal stakeholders to ensure OM is in a position to respond.
• Keep abreast of the unfolding environment that industry & competitors face and identify related risks

General

• Network and build longer term relationships with others (internal and external) in order to attain business objectives
• Report monthly on plans, activity, prospects, challenges, risks and success

Job Requirements

• Appropriate  Degree or NQF 8 qualification / CFP highly recommended in addition) Or similar Tertiary qualifications suitable for Financial Services Business development and Key account management functions
• RE5 registered recommended
• At least 10 - 15 years relevant experience in the Employee Benefits Industry/ Advisory capacity and in the market to be targeted
• Leadership and strategic thinking
• Great people skills and a collaborative mindset
• Relationship Building and Key Account Management approach
• Strong Commercial Business mindset
• Stakeholder Management and Influencing
• Innovative and Agile-Ready
• Problem Solving

Closing Date

05 April 2023

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Job Description

• Responsible for the retention of key clients (including investment servicing), increasing share of wallet within existing clients, as well as driving traditional and non-traditional strategic partnerships for Old Mutual Corporate.
• You and your team will work collaboratively with other stakeholders (product teams, investment strategy teams, asset managers etc) in the pursuit of the role’s objectives.

Develops and drives institutional and large corporate market segment Strategy

• Develop and implement long-term strategies for client retention, increasing share of wallet, and growing non-traditional strategic partnerships.
• Define changes and enhancements to the value proposition and market positioning required to win in the market in collaboration with the EB executive committee.
• Develop and grow market share in the large and institutional market segments through a market leading advice-led capability; while ensuring coverage-based model of all EB solutions and products.

Translates and cascades strategic directives into operational goals

• Translates the strategy into relevant structures, roles and processes, setting operational measures and standards.
• Monitor performance of the business model and maintain ongoing relevance and sustainability.
• Work closely with the Distribution team who will be responsible for the development and execution of the distribution strategy
• Ensure that all business and operational functions across the value-chain are aligned to ensure that customer and stakeholder expectations are met.
• Ensure the development of a healthy pipeline of new business through effective business development
• Accountable for the delivery and growing of sustainable profits.
• Direct advice and consulting capabilities and services, overseeing service delivery and execution of client initiatives.

Facilitates robust business partnering and stakeholder management

• Provide ongoing thought leadership and expert decision support for all parts of the value chain
• Lead, Manage and support the various consulting teams and senior leadership, in service delivery, account acquisition and evaluating performance.
• Manages broad stakeholder relationships
• Role model client centric behaviour
• Monitor and respond to developments in client’s business interests

Models management & leadership effectiveness

• Define performance parameters and measurements for area under supervision.
• Manage service delivery through other managers and their teams.
• Hold first line managers accountable for managerial work, including selection, performance management and talent management.
• Ensure effective talent management including succession planning; transformation per the BBBEE targets of the segment and national EAC (economically active population), skills development and training for a sustainable operating model and diverse high performing team
• Encourage a culture of continuous learning and development in the organisation
• Champions and enables change initiatives and facilitates constructive Culture shift

Oversees and ensures risk management, governance and compliance

• Ensure that the business unit is compliant with Group Governance Framework, Segment strategy and operating model and any statutory legislation and regulations
• Interpret Group policies and frameworks for the business and embed into the business
• Enable appropriate supplier procurement oversight and contracting in line with the business’s BBBEE objectives, SMME focus and agile delivery
• Identify and manage key strategic risks; escalates where risks cannot be addressed at this level.
• Understand the unfolding environment that industry & competitors face and defines related risks.

Role Requirements: Skills, Qualifications and Experience

• Matric
• Relevant Business degree / NQF7
• MBA or similar advantageous
• Minimum 10 years employee benefits and consulting experience, with sound management and business exposure
• Deep knowledge of customer segment
• Deep understanding of the profit pool and strategies to maintain and extend a market leading share
• Exposure in driving key account/coverage strategies
• Demonstrated ability to develop and maintain positive relationships with all stakeholders internally and externally.
• Sound knowledge of the principles and practices associated with providing a high standard of quality customer service and satisfaction
• Sound leadership and people management skills with the ability to influence and inspire the team
• FAIS compliant

Closing Date

06 April 2023

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Job Description

• This role will provide on-going support to the High-Risk Relationship team in OMI. The incumbent will Independently review client risk assessments / risk ratings from an AML/CFT perspective, to ensure they are completed in accordance with policies, procedures, and regulatory requirements. They will also support in the review and clearing of AML/CFT screening hits as well as providing support in ad hoc projects within the High-Risk Relationship team.

Key responsibilities will include amongst others the following:

• Provide on-going support to the High-Risk Relationship Team.
• Independently conducting and reviewing Client Risk Assessments / Risk Rating from an AML/CFT perspective and ensuring the required KYC documents are collected.
• Support in the review and clearing of AML/CFT sanction hits – knowledge of Dow Jones and/or WorldCheck is advantageous in this regard.
• Often acts as a point of escalation and liaise with internal stakeholders to ensure resolution.
• Contributes to the overall client delivery and experience.
• Advises on system enhancements and testing.
• Ensures first time resolution of all client queries received.
• Supporting on the daily review and approval of Client Risk Assessments on all client instructions pertaining to Individuals, Trusts and Corporates where required.
• Perform Client Due diligence in line with FICA requirements and offshore regulatory requirements.
• Utilise problem solving skills to resolve complex queries.
• Maintain an awareness and ability to identify and avert potential risk issues.
• Apply and adhere to OMI’s policies and procedures, always maintaining a comprehensive understanding to pro-actively identify and propose improvements on an ongoing basis.
• Report findings in a timely manner to relevant client teams.
• Escalate high risk issues directly to Senior Management as soon as any issue arises.
• Identify areas to improve own knowledge and skills and actively seek assistance.
• Maintain an up to date understanding of the relevant legal and regulatory requirement.

Qualifications, Skills and Experience required:

• Grade 12+ minimum qualifications and experience as specified by regulation
• Suitable legal degree / compliance qualification.
• Understanding of key legislation that impacts Old Mutual International, including FICA and FAIS.
• AML/CFT and FATCA/CRS compliance experience ideally in offshore markets.
• Experience working within a compliance team within the Operations environment (administration of individuals, companies & trusts).
• Excellent written and verbal communications skills is vital.
• Excel skills is advantageous.
• Strong attention to details

Closing Date

19 April 2023

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Job Description

• Old Mutual has a fantastic opportunity for a Customer Experience Journey Manager to join our Group Customer Experience team

Job Profile Summary

• This role will put you right at the centre of ensuring we are listening to our customers and providing the services and experiences they want.
• You will work with the Customer Outcome Executives to set the Customer Experience (CX) journey priorities for Old Mutual, deriving insights and driving a roadmap of activity and action to achieve our strategic customer experience goals across the journey.
• You will be critical in driving the understanding and review of the customer experience and standards across the organisation, identifying opportunities, pain points and influencing priorities and activities that impact our customers with a broad range of stakeholders.
• The ideal candidate will have extensive experience of mapping end to end customer journeys within a large organisation, understating of User Experience and Design thinking principles. The candidate will have a real passion for customer and excel at relationship building and influencing.

Key Result Areas

• Apply an insight led but action orientated approach to understanding and documenting the performance of our key Old Mutual physical and digital customer journeys and touchpoints, working with Insight to use an appropriate mix of quantitative and qualitative measurement and data analysis.
• Working closely with the Customer Experience Voice of Customer Manager who may support with larger research projects
• Define, own and socialise the Old Mutual Customer Journey Management Framework
• Own and drive a regular cross functional schedule of reviewing key customer experience journeys and/or touchpoints with business owners.
• Regularly report the status of key customer journeys and touchpoints to stakeholders, including Executives.
• Own and develop the creative look and feel, visual presentation of Old Mutual customer journeys.
• Demonstrate and use a range of approaches for the rapid identification and development against issues in the customer journey.
• Assure and challenge the CX activity roadmap and PI planning that is owned by the Outcome owners, ensuring that the teams are focused on the right improvements and measures
• Lead the identification and prioritisation of customer pain points, progressing those which will deliver the maximum customer and commercial benefit. Influence business owners to remediate their processes as needed.
• Work with Agile teams to drive resolution of customer journeys and moments of excellence

Minimum Qualification

• Bsc Hons degree (e.g. Social Science, Behavioural economics, Engineering etc)
• Industry recognised Customer Experience accreditation

Experience required

• Five years experience and understanding of Customer experience management for medium to large organisations and/or brands.
• Ability to influence and drive change through customer experience principles and tools.
• Experience in a highly matrixed environment and delivering a roadmap of activity that delivers a balance of short term improvements and medium to long term differentiation.
• Strong capability in planning, organisation and creative problem solving, an excellent understanding of how people, objectives, process and systems link together in a complex organisational environment
• Experienced in design thinking, agile projects, 'test and learn' experimentation
• Background or exposure to managing multiple priorities and resources at one time, working with cross-functional teams, knowledge and expertise in Project Management and/or Programme Management
• A mindset of continuous progression and adaptability to ultimately promote and embed the use of customer journey mapping in the organisation
• Knowledge of systems thinking methodologies and application in customer journey management
• Effective leadership and communication skills with the ability to work across multiple teams influencing to align and deliver

Education

• Honours Degree (Hons) (Required)

Closing Date

11 April 2023