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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/advisor. 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 journey.

CUSTOMER/ADVISOR:

Removing friction, driving point of contact resolution, a seamless and integrated experience across all channelsDevelop a deep understanding of the customer journey, from awareness to post-purchase support.Identify pain points and opportunities for improvement within the customer journey.Monitor and analyse customer behaviour and feedback to identify trends and insights that can inform decision-making.Drive initiatives to optimize and streamline the customer journey, leveraging technology and data-driven insights.Champion a customer-centric mindset within the organization and advocate for continuous improvement in the customer/advisor experience.Stay informed about industry trends and best practices related to customer/advisor experience and journey mapping.Deep understanding and experience of advisor practices and how they operateAbility and experience in designing onboarding protocols, guides and support to ensure an excellent onboarding experience for advisorsKnowledge of the advisor regulatory environment such as FAIS and the various regulations which govern advisor remunerationKnowledge and experience of advisor practice onboarding, remuneration changes and payments as well as customer mandates and the rules which govern themRegulatory, compliance and industry knowledge applicable to investment and underwritten life productsReconciliation of advisor payments and other related mattersExperience in leading and managing projects, particularly those related to process improvements and system implementations.

RISK AND GOVERNANCE:

Making sure all legislation applicable to the journey are met and there is appropriate risk monitoring and management.Knowledge of the advisor regulatory environment such as FAIS and the various regulations which govern advisor remunerationKnowledge and experience of advisor practice onboarding, remuneration changes and payments as well as customer mandates and the rules which govern themRegulatory, compliance and industry knowledge applicable to investment and underwritten life productsHigh understanding of the regulatory environment that regulates the financial services industry

PEOPLE LEADERSHIP:

Collaborate with cross-functional teams to develop and implement strategies to enhance the customer experience.Define key performance indicators (KPIs) to measure the effectiveness of the customer journey.Experience of call center and back-office line management

COST OPTIMIZATION/DRIVE AUTOMATION:

Cost efficiency

STRATEGIC PLANNING AND DEVELOPMENT:

Understanding overall business objective, competitor landscape, providing thought leadership and foresight to ultimately to provide a leading customer journey experience

STAKEHOLDER MANAGEMENT AND COMMUNICATION:

Managing all stakeholders involved in the overall journey experience across departments and also across journeys where relevant.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

Appropriate Bachelor’s degreeProven track record of risk management experience.At least 6 years at middle/senior management level in financial service industry.Experience in managing cross-functional teams and driving process improvements.Demonstrated experience in project and stakeholder management.Proven experience in customer/advisor experience, and journey mapping (or components thereof).Strong background in customer/advisor service management, with a focus on enhancing customer experience.Ability to handle escalations and resolve complex advisor issues effectively.

COMPETENCIES REQUIRED

StrategicCollaboration (Relating)Customer (claim stakeholder) firstExecutionInnovation (Perspective)Leading with influencePersonal Mastery (Learning)Cross-Functional CollaborationData-Driven Decision MakingTechnical KnowledgeAgility to deal with changing regulative, legislative & procedural environments.

Skills

Education

Bachelors Degree (B) (Required)

Closing Date

31 October 2024

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.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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