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Job Description

Qualifications and Experience requirements:

Post-matric qualification preferable3-5 years proven, relevant track record in an Operations Management roleIn-depth knowledge of Word, Excel and Powerpoint. Experience with data analysis and reporting tools an advantage.Strong ability to lead with influence across cross-functional teams without direct reporting lines.Excellent analytical and problem-solving abilities, with a data-driven approach.Strong project management skills, with the ability to manage multiple initiatives and meet deadlines.Experience in operating in an Agile environment an advantage. Previous Scrum Master role preferable.Exceptional verbal and written communication/presentation skills, with the ability to articulate complex concepts to diverse stakeholders.

As the Operations Lead, the individual is the key support of the Operations Journey Owner on designing, executing, improving and reporting on the servicing operations of the Goals, Rewards and Digital portfolio (the portfolio). Note that the portfolio includes the Rewards programme for Namibia and working with Old Mutual Bank.

The individual needs to be an have an extraordinary passion for positive customer outcomes while driving and achieving operational targets derived from the BU Strategy. The individual will deliver primarily though indirect reports within the group’s servicing and IT functions. The individual will need to drive a high-energy, participative culture committed to service excellence and continuous improvement. The individual needs to utilise new ways of work including Design Thinking and Agile, along proven operational methodologies such as Lean in order to innovate at speed and drive cost leadership. Collaborating across the entire value chain to exploit efficiencies and economies of scale and to ensure a positive customer experience across customer segments is critical.

Servicing Operations

Set-up and manage Service Level Agreements (SLA’s)with the servicing ecosystem that supports the portfolio (e.g. group call centres, Old Mutual Bank and IT).Establish the integrated servicing model/framework that drives and enables Customer Experience (CX) and Adviser Experience (AX) measurement and monitoring of portfolio operations.Manage Rewards, Goals and Digital enquiries, escalations and complaints.Review and improve processes where these are establishedDevelop processes and implement where these are new or lackingManage the practical process for enquiries and complaints resolution through the servicing ecosystem, IT, propositions and products; set up the necessary task force/working groups for resolution where necessary and drive speedy close-out of issues. This includes collaboration with product owners to effect required fixes on Rewards profiles where necessary through the Rewards management system.Generate the backlog of CX and AX improvements for proposition/channel teams that emanate from servicing in collaboration with the portfolio’s CX capability.Integrate delivery and metrics measurement and monitoring across people, process, finance and customer dimensions with associated reporting/story-telling.Align the ways of working and data sources across the delivery ecosystem to generate integrated status/real-time reporting.Work with the portfolio Data team on Line 1 Data Privacy Management wrt Rewards members, Smart Goals users and Digital users.Ensure “always-on” access to the Rewards proposition (Earn and Spend) through management of the IT servicing ecosystem.Investigate customer/adviser complaints, queries related  to the IT systems for Rewards and Goals in collaboration with IT leads.Track outcomes of the daily IT system health checks in collaboration with IT support.Support the Operations Journey Owner in providing up to date responses/reports on key issues/risk/fraud mattersAct as 1st line approval on operational readiness for proposition/campaign roll-out. Review and improve existing operational readiness checklists/policies. Develop new operational readiness checklists as the need arises.Perform the role of Scrum Master for portfolio Operations in line with group requirements and Agile ways of working. Operations comprises Servicing Operations, Business Support (Reporting, stakeholder and Vendor Governance), Fraud and Risk.

Reporting and Analysis:

Compile monthly, quarterly and ad hoc business unit reports and track key operations metrics. These reports are required for Exco’s, Manco’s etc.Co-ordinate on-time quality submission of portfolio-level reports and dashboards.Ensure maintenance of metrics/KPI reporting frameworks (metrics definition, data sources, target cascade from business planning, sensitivity analysis).Ensure compliance with reporting timelines and follow up on outstanding reports/multiple report iterations.Support the Operations journey owner with annual set-up and maintenance of the reporting calendar and channels.Verify accuracy and content of submissions, and address any inconsistencies.Collate information/OKR’s for business plan submissions. Work with the servicing ecosystem on target-setting related to operations KPI’s.

Research and Presentation:

Conduct research on best practice re servicing operations and use to improve portfolio operations in collaboration with the CX capability and Operations journey owner.

Stakeholder and Vendor Governance:

Support the Operations journey owner where needed with management of stakeholder and vendor governance requirements.

Relationship Management:

Build and maintain relationships with business owners and senior management.Build and maintain relationships with cross-functional teams across the business. Of importance are teams in customer and adviser servicing; call centre leadership and IT servicing.Innovate to streamline operations, reporting and governance processes.Innovate on report and dashboard design to enhance story-telling and drive customer outcomes.

Qualifications and Experience requirements:

Post-matric qualification preferable3-5 years proven, relevant track record in an Operations Management roleIn-depth knowledge of Word, Excel and Powerpoint. Experience with data analysis and reporting tools an advantage.Strong ability to lead with influence across cross-functional teams without direct reporting lines.Excellent analytical and problem-solving abilities, with a data-driven approach.Strong project management skills, with the ability to manage multiple initiatives and meet deadlines.Experience in operating in an Agile environment an advantage. Previous Scrum Master role preferable.Exceptional verbal and written communication/presentation skills, with the ability to articulate complex concepts to diverse stakeholders.

Skills

Action Planning, Computer Literacy, Digital Literacy, Executing Plans, Interaction Design, Market Analysis, Marketing Systems, Market Research Analysis, Media Management, Occupational Safety and Health, Social Media Management, User Experience (UX) Design, Web Development, Web Page Creation

Competencies

Action OrientedBusiness InsightCommunicates EffectivelyCultivates InnovationCustomer FocusEnsures AccountabilityInterpersonal SavvyManages Ambiguity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

17 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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