Journey Lead - Section 14 Transfers, Retirement and Withdrawals
Journey Lead - Section 14 Transfers, Retirement and Withdrawals
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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
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 (
-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) regulations
- Identify 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 LeadershipCompetencies
Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial AcumenEducation
Bachelors Degree (B) (Required) NQF Level 7 - Degree Advance Diploma or Postgraduate Certificate or equivalentClosing Date
08 July 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!
Employment Type
Full-Time
