Journey Lead - Financial Changes

Old Mutual Limited; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Old Mutual Limited in Cape Town seeks a senior leader to drive customer journey management, service design and technical operations. You will leverage data-driven insights to improve processes, measure performance with KPIs and guide cross-functional squads through Agile practices.

The role requires 5+ years in leadership, strong stakeholder management, and deep knowledge of MFC/PF products and related admin systems (Bancs, Bizagi, CMOS, BPM, Vantage).

Qualifications

• Matric and/or degree or related field.
• Knowledge of MFC and PF products (e.g., OMP, Max Income, Max Investments, Vantage, GL).
• 5+ years in a leadership role focused on customer journey management or service design.
• Experience implementing Agile within cross-functional squads.
• Strong stakeholder management and data-driven process improvement.
• Understanding of sales distribution channels.
• Experience with MFC and PF product administration systems (Bancs, Bizagi, CMOS, BPM, Vantage).
• Desirable: degree in business administration; journey mapping and design thinking familiarity.

Responsibilities

• Explain complex concepts in a client-friendly way.
• Monitor and act on 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 for decision-making.
• Define KPIs to measure productivity, quality, and efficiency.
• Manage direct reports and full suite of people management.
• Drive data-driven decision-making and prioritisation.

Skills

Leadership

Stakeholder mgmt

Agile methodologies

Data-driven insights

Customer journey mgmt

Cross-functional squads

Process improvement

Team coaching

Education

Matric or Degree

Business Administration degree (preferred)

Tools

CMOS

Bancs

Bizagi

CMOS BPM

Vantage

Job description

- Explain complex concepts in a client-friendly way.**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.- Data-driven decision-making and prioritisation.- 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****MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)**- Matric, and or Degree, or a related field.- Knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL, etc.- Minimum of 5 years' experience in a leadership role, with a focus on customer journey management, customer experience, service design, or technical operations.- Proven track record of implementing Agile methodologies within teams, with demonstrated experience leading cross-functional squads.- Strong stakeholder management skills, including collaboration with internal teams and external partners.- Demonstrated ability to leverage data-driven insights to enhance processes, improve customer satisfaction, and drive operational efficiency.- Proven experience working with and understanding the sales distribution channels.- Solid knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL, etc.- Proven working knowledge of MFC and PF product administration systems, including Bancs, Bizagi, CMOS, BPM, and Vantage.**ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)**- Degree in Business Administration or a related field.- Deep understanding of customer needs, behaviours, and pain points.- Familiarity with journey mapping, persona, development, and design thinking- Customer experience and Design Thinking certifications e.g. Certified Customer Experience Professional.- Agile or Scrum certification.- Experience in driving digital transformation initiatives.- Proven understanding and hands-on experience in managing functions such as New Business, Existing Business Quotes, Case Management & Tele-Interview, Medical Fees, and/or New Business Fraud teams.- Strong familiarity with regulatory requirements, including Anti-Money Laundering (AML) and Foreign Account Tax Compliance Act (FATCA) obligations.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.