Journey Lead - Financial Changes

Old Mutual South Africa; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Old Mutual South Africa is seeking a senior Journey Management leader to design and implement customer journeys across channels. You will identify pain points from data, define success metrics, and drive improvements through cross-functional collaboration.

Strong Agile experience and stakeholder engagement are essential for delivering compliant, high-quality service. The role emphasizes governance, risk controls, and performance reporting, with a focus on Customer Experience and operational

Qualifications

• Matric and/or degree with leadership or related field.
• Knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL.
• Minimum of 5 years in a leadership role focused on journey management or operations.
• Proven track record implementing Agile methodologies with cross-functional squads.
• Strong stakeholder management and data-driven process improvement.

Responsibilities

• Lead design and implementation of customer journeys aligned to business goals.
• Use data to identify pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.
• Embed agile methods to enable iterative improvements and faster delivery.
• Champion agile practices and run stand-ups, retrospectives, and planning.
• Build strong relationships with product, technology, operations, and marketing.
• Resolve dependencies and maintain alignment on goals across teams.
• Ensure compliance with PF Act, Income Tax Act, and POPI Act.

Skills

Action Planning

Agile PM

Change Management

Executing Plans

Legal Practices

Occupational Safety

Oral Communications

Policies & Procedures

Professional Presentation

Project Delivery

Safety Management

Servant Leadership

Education

Bachelor's Degree

NQF Level 7

Tools

Bancs

Bizagi

CMOS

BPM

Vantage

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.

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

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, 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 skills 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 organizational 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.
• 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.

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 Leadership

Competencies

Builds Effective Teams

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Results

Ensures Accountability

Financial Acumen

Education

Bachelors Degree (B) (Required), NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

26 October 2026 , 23:59

The 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!