Journey Lead - Financial Changes

oldmutual; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Old Mutual in Cape Town is seeking a Journey Lead to guide and deliver transformational customer journeys across PF Financial Changes, aligning objectives and driving collaboration across cross-functional teams.

You will embed agile practices, define KPIs, and ensure compliant, high-quality service delivery while identifying opportunities to improve customer satisfaction and engagement, with reporting on performance metrics.

Qualifications

• 5+ years in a leadership role focusing on customer journey management, customer experience, service design, or technical operations.
• Proven track record implementing Agile methodologies within teams and leading cross-functional squads.

Responsibilities

• Lead the design and implementation of customer journeys aligned with business objectives and customer needs.
• Embed agile practices and facilitate ceremonies to enable iterative delivery of improvements.
• Engage with stakeholders across product, technology, operations and marketing to maintain alignment on goals.
• Monitor MIS and reporting to drive performance improvements and capacity planning.
• Provide leadership in risk, compliance and data governance within the journey management context.

Skills

Leadership

Agile methodologies

Customer journey management

Cross-functional collaboration

Education

Matric/ Degree in related field

Job description

Let's Write Africa's 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 PF Financial Changes. 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.

The Financial Changes Journey Lead defines and continuously improves the end-to-end process for both new and existing business applications by aligning cross-functional teams on shared goals and performance metrics, identifying and prioritizing pain points and opportunities, leading initiatives to enhance customer satisfaction and engagement, and reporting on key performance indicators.

Job Description

Journey Management

• Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.
• Utilise data and insights to identify pain points and opportunities for journey improvement.
• Collab orate 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 and marketing.
• 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 PF Act, Income Tax Act and POPI Act.
• 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.
• 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 skill and competency matrices.
• Generate accurate statistical and progress reports to support decision-making.
• Data-driven decision-making and prioritisation.

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 organisational policies, procedures and relevant regulatory requirements.

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.
• Stro