Senior Journey Owner - Financial Changes
Senior Journey Owner - Financial Changes
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1 Vacancy
Job Description
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
As Journey Owner you will be responsible for designing optimizing and managing the customer journey across various touchpoints and channels to ensure a seamless and positive experience for customers and advisor. You will work closely with crossfunctional teams including marketing sales product customer support and IT to align strategies and initiatives that support the overall customer and adviser journey.As the owner of the Financial Changes Journey you will be responsible for the full end to end experience that advisers and customers have when they request financial changes to their Old Mutual savings and risk policies. You will need to understand the product regulations processes and customer expectations to ultimately deliver on experience operational efficiency and business resilience. To execute you will need to lead a back office a call centre as well as a product team that comprises of technical roles to deliver system capabilities which enable the financial changes experience for Old Mutual.
- Customer Focus: Ensure that all customer requests are handled promptly and accurately maintaining high levels of customer satisfaction.
- Team Management: Lead mentor and manage a team of input handling specialists to ensure efficient and accurate processing of customer requests.
- Performance Monitoring: Track and report on key performance indicators (KPIs) to ensure team productivity and quality standards are met.
- Workflow Optimization: Analyze current workflows and identify opportunities for automation to improve efficiency and reduce manual intervention.
- Technology Implementation: Develop and implement functionalist that enhance customer and adviser experience from the online interfaces to workflows and then to the backend product administration systems.
- Collaboration: Work closely with IT and other departments to integrate new technologies and improve existing systems.
- Training and Development: Provide ongoing training and development opportunities for team members to enhance their skills and knowledge.
- Cost optimization/drive automation: Volume and size of financial exposure of claim could impact loss or profitability of Business high impact
- Strategic planning and development: Understanding overall business objective competitor landscape providing thought leadership and foresight to ultimately to provide a leading customer journey experience
- Stakeholder management and communication: Managing all stakeholders involved in the overall journey experience across departments and across journeys where relevant. Deep understanding of all segments in which we operate and nuances to meet customer needs
- Reputational impact high exposure to media regulatory scope product span requiring deep control of outcomes
MINIMUM QUALIFICATIONS/EXPERIENCE REQUIRED FOR THE JOB
- Bachelors degree in business marketing communications or a related field.
- Proven experience in customer/advisor experience customer journey mapping or related roles.
- Strong analytical skills and the ability to interpret data and metrics to drive decisionmaking.
- Excellent communication and collaboration skills to work effectively with crossfunctional teams.
- Strategic thinking and problemsolving skills to identify opportunities for improvement in the customer journey.
- Experience with customer/advisor experience tools and platforms is a plus.
ADDITIONAL QUALIFICATIONS/EXPERIENCE PREFERRED NOT A REQUIREMENT
- Financial services experience
- Experience in designing customer journeys building system requirements and managing system builds
- Overall experience of the financial service products regulations and processes within the investment and life underwritten industry
- Regulatory compliance and industry knowledge applicable to investment and underwritten life products
- Industry accepted qualifications such as Class of business RE qualifications
- High understanding of the regulatory environment that regulates the financial services industry
- Strong analytical skills with the ability to interpret data and generate actionable insights
- Experience in leading and managing projects particularly those related to process improvements and system implementations.
- Proficiency in project management methodologies (e.g. Agile Scrum).
- Strong background in customer service management with a focus on enhancing customer experience.
- Ability to handle escalations and resolve complex customer issues effectively.
Skills
Action Planning Adaptive Thinking Agile Project Management Current State Assessment Data Analysis Data Compilation Executing Plans Identifying Customer Needs Market Analysis Market Research Analysis Oral Communications Presenting Solutions Strategic Planning Target Market SegmentationCompetencies
Builds Effective TeamsBusiness InsightCommunicates EffectivelyCustomer FocusFinancial AcumenManages ComplexityNimble LearningOptimizes Work ProcessesEducation
NQF Level 9 MastersClosing Date
29 April 2025 23:59The 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.
The Old Mutual Story!
Required Experience:
Senior IC
Employment Type
Full-Time
