Senior Journey Owner - Financial Changes

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

As Journey Owner, you will be responsible for designing, optimizing, and managing the customer journey across various touchpoints and channels to ensure a seamless and positive experience for customers and advisors. You will work closely with cross-functional teams, including marketing, sales, product, customer support, and IT, to align strategies and initiatives that support the overall customer and adviser journey.

As the owner of the Financial Changes Journey, you will be responsible for the full end-to-end experience that advisers and customers have when they request financial changes to their Old Mutual savings and risk policies. You will need to understand the product, regulations, processes, and customer expectations to ultimately deliver on experience, operational efficiency, and business resilience. To execute, you will need to lead a back office, a call center, as well as a product team that comprises technical roles to deliver system capabilities which enable the financial changes experience for Old Mutual.

• Customer Focus: Ensure that all customer requests are handled promptly and accurately, maintaining high levels of customer satisfaction.
• Team Management: Lead, mentor, and manage a team of input handling specialists to ensure efficient and accurate processing of customer requests.
• Performance Monitoring: Track and report on key performance indicators (KPIs) to ensure team productivity and quality standards are met.
• Workflow Optimization: Analyze current workflows and identify opportunities for automation to improve efficiency and reduce manual intervention.
• Technology Implementation: Develop and implement functionalities that enhance customer and adviser experience from the online interfaces to workflows and then to the back-end product administration systems.
• Collaboration: Work closely with IT and other departments to integrate new technologies and improve existing systems.
• Training and Development: Provide ongoing training and development opportunities for team members to enhance their skills and knowledge.
• Cost Optimization: Drive automation to manage the volume and size of financial exposure of claims that could impact loss or profitability of the business.
• Strategic Planning and Development: Understand overall business objectives and competitor landscape, providing thought leadership and foresight to ultimately provide a leading customer journey experience.
• Stakeholder Management and Communication: Manage all stakeholders involved in the overall journey experience across departments and across journeys where relevant, with a deep understanding of all segments in which we operate.
• Reputational Impact: High exposure to media, regulatory scope, and product span requiring deep control of outcomes.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• Bachelor’s degree in business, marketing, communications, or a related field.
• Proven experience in customer/advisor experience, customer journey mapping, or related roles.
• Strong analytical skills and the ability to interpret data and metrics to drive decision-making.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Strategic thinking and problem-solving skills to identify opportunities for improvement in the customer journey.
• Experience with customer/advisor experience tools and platforms is a plus.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Financial services experience.
• Experience in designing customer journeys, building system requirements, and managing system builds.
• Overall experience of the financial service products, regulations, and processes within the investment and life underwritten industry.
• Regulatory, compliance, and industry knowledge applicable to investment and underwritten life products.
• Industry-accepted qualifications such as Class of business, RE qualifications.
• High understanding of the regulatory environment that regulates the financial services industry.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Experience in leading and managing projects, particularly those related to process improvements and system implementations.
• Proficiency in project management methodologies (e.g., Agile, Scrum).
• Strong background in customer service management, with a focus on enhancing customer experience.
• Ability to handle escalations and resolve complex customer issues effectively.

Skills

Action Planning, Adaptive Thinking, Agile Project Management, Current State Assessment, Data Analysis, Data Compilation, Executing Plans, Identifying Customer Needs, Market Analysis, Market Research Analysis, Oral Communications, Presenting Solutions, Strategic Planning, Target Market Segmentation.

Competencies

Builds Effective Teams, Business Insight, Communicates Effectively, Customer Focus, Financial Acumen, Manages Complexity, Nimble Learning, Optimizes Work Processes.

Education

NQF Level 9 – Masters.

Closing Date

29 April 2025 , 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.

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