Manager: Service Design & Process Transformation MMH261013-3

Momentum; Centurion; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Momentum Corporate seeks a senior specialist in Service Design and Business Transformation to drive enterprise-wide service model design and process optimisation. You will collaborate across sales, client service, product, actuarial and technology to translate strategy into scalable operations and measurable improvements.

Experience in SCRUM/Agile and transformation is essential. This role focuses on end-to-end process design, governance, and KPI-driven performance tracking to support client

Qualifications

• Post graduate qualifications in Business or IT or related field.
• 5+ years in insurance/employee benefits or B2B2C with process design experience.
• Knowledge of business systems, service models and product management.
• Experience in SCRUM/Agile and design thinking facilitation.

Responsibilities

• Support end-to-end design and implementation of service models to enable a differentiated, digitally enabled and harmonised client experience across the business.
• Translate client experience strategies into practical service design blueprints, processes, governance, and performance measures.
• Monitor adoption of service designs that are scalable across product lines.
• Work with key stakeholders to ensure alignment between service design, operational capabilities, and business strategy.
• Facilitate business and process transformation workstream activities for ecosystem modernization.
• Facilitate structured design workshops for service model design and implementation.

Skills

SCRUM / Agile

Project management

Change management

Design thinking

Stakeholder engagement

Cross-functional collaboration

Product knowledge

Process design & optimisation

Data analytics & reporting

Facilitation

Education

Postgraduate qualification in Business/IT

Business Analysis diploma

Job description

• SCRUM / Agile experience.

Role Purpose

The role is responsible for supporting the design, optimisation, and transformation of business processes, service models, and supporting business and operating model transformation initiatives.

This role supports the Head of Service Design and Business Transformation and operates at the intersection of sales, client service, product, actuarial, and technology teams, ensuring that strategic service model design translates into executable and streamlined business operations for Momentum Corporate.

Mandate

This role supports the Head of Service Design and Business Transformation in the team’s objective to lead the definition and design of enterprise-wide transformation of service models and business processes optimisation, enabling a seamless, scalable and efficient service operating model for all planning units within Momentum Corporate.

Requirements

• Post graduate qualifications in Business, Information Technology or related field / Business Analysis diploma.
• 3+ years of experience in an insurance or financial industry environment with experience in employee benefits client service and product management / implementation beneficial.
• 5+ years’ experience in the insurance, employee benefits or another B2B2C industry with experience in business process design and optimisation, client journey mapping is essential.
• Knowledge and experience of business systems, service models and product management.
• Experience supporting enterprise-scale service model design or implementation initiatives will be an advantage.
• Exposure to business process design supporting product design and implementation, preferably in complex or regulated environments (e.g., financial services, insurance, telco) will be an advantage.
• Experience working across business, actuarial, product, and technology domains.
• Experience in process performance monitoring and reporting, user adoption and performance metrics is essential.
• Design Thinking and facilitation experience is essential.
• SCRUM / Agile experience.
• Strong project management capabilities and experience building business cases.
• Strong track record for driving change through collaboration, building relationships and trust and obtaining buy-in from key stakeholders.
• Proven track record and passion for identifying business process inefficiencies and opportunities for implementing solutions for business process optimisation.
• Product knowledge and product development frameworks

Duties and Responsibilities

Service Model Design & Implementation

• Support the end-to-end design and implementation of service models to enable a differentiated, digitally enabled and harmonised client experience across the business.
• Facilitate the translation of client experience strategies into practical service design blueprints, processes, governance, and performance measures.
• Monitor adoption of service designs that are scalable across product lines.
• Work with key stakeholders to ensure alignment between service design, operational capabilities, and business strategy.
• Facilitate business and process transformation workstream activities (product, commercial, operations etc) for the ecosystem modernization programme.
• Facilitate structured design workshops for service model design and implementation.

Business Process Design & Optimisation

• Manage and execute the Business Process Optimisation roadmap for the business, ensuring that all processes in the business are documented.
• Facilitate the design and redesign of high-impact business processes (e.g. client onboarding, claims, administration, servicing etc.)
• Identify and redesign business processes to remove process inefficiencies, bottlenecks, duplication, and waste.
• Ensure business processes are scalable, compliant, and digital-first.
• Champion continuous improvement culture across the organisation.
• Define and track process performance metrics (KPIs): Cycle time, Cost-to-serve, First-time-right rates, Experience indicators, Digital adoption and self-service usage, Process efficiency gains, etc.

Product Design Support

• Provide business process and service design support to commercial product design and enhancement initiatives.
• Collaborate with product, actuarial, servicing and commercial teams to design business processes and service models aligned to product features, pricing logic, strategic objectives and service constructs.
• Ensure business processes and service models supporting new and enhanced products are designed with serviceability, operational efficiency, and customer value in mind. Support the development of clear product-service integration models.

Key Deliverables

• Document and maintain enterprise-wide business processes taxonomy.
• Facilitate the design and redesign of business processes aligned to the standardised process frameworks and methodologies and Momentum Corporate’s strategic objectives.
• End-to-end redesigned of existing business processes and design of new business processes aligned to product development and product enhancements.
• Document and manage Automation pipeline and delivery roadmap.
• Process performance dashboards and reporting.
• Preparation of business transformation impact reports (efficiency, cost, etc).
• Collaborate with stakeholders to identify and understand strategic goals/objectives, the interdependencies between projects and opportunities for enhancement of Momentum Corporate’s business processes.
• Working with the key stakeholders, development of Business Cases, designing business processes and service models, as well as data analytics capabilities and reporting aligned to strategic objectives.
• Maintain an expert level of understanding of business needs.
• Be informed of the latest legal, governance and tax related developments that may impact area of accountability.
• Be a driver of change in the context of service design, business process optimisation and ecosystem modernisation.
• Participates in SCRUM ceremonies and work within the SCRUM / Agile framework adopted by Momentum Corporate.
• Regularly provide status updates and reports to relevant stakeholders.
• Ongoing monitoring of effectiveness and efficacy of business processes, including monthly and quarterly reporting as is required by the business.