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

Job Description

The Input Handling Team Manager will oversee the team responsible for processing customer requests received via various submission channels, including email, chatbot, WhatsApp, app, website etc. This role requires a strong understanding of technology to reduce manual processing and routing of cases, with a focus on building automation solutions such as Optical Character Recognition (OCR) and other workflow optimizations but also improving digital submissions.

As Senior 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.

Team Management: Lead, mentor, and manage a team of input handling specialists to ensure efficient and accurate processing of customer requests.Workflow Optimization: Analyze current workflows and identify opportunities for automation to improve efficiency and reduce manual intervention.Technology Implementation: Develop and implement automation tools, such as OCR, to streamline the input handling process.Performance Monitoring: Track and report on key performance indicators (KPIs) to ensure team productivity and quality standards are met.Collaboration: Work closely with IT and other departments to integrate new technologies and improve existing systems.Customer Focus: Ensure that all customer requests are handled promptly and accurately, maintaining high levels of customer satisfaction.Training and Development: Provide ongoing training and development opportunities for team members to enhance their skills and knowledge.Cost optimization/drive automation: Volume and size of financial exposure of claim could impact loss or profitability of Business, high impactStrategic planning and development: Understanding overall business objective, competitor landscape, providing thought leadership and foresight to ultimately to provide a leading customer journey experienceStakeholder management and communication: Managing all stakeholders involved in the overall journey experience across departments and across journeys where relevant. Deep understanding of all segments in which we operate and nuances to meet customer needsReputational impact high – exposure to media, regulatory scope, product span requiring deep control of outcomes

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

Bachelor’s degree in business, or a related field.5+ years of experience in customer experience, strategy, or a similar role, ideally in financial services or a related industry.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 experienceExperience in designing onboarding journeys, building system requirements and managing system buildsOverall experience of the financial service products, regulations and processes within the investment and life underwritten industryRegulatory, compliance and industry knowledge applicable to investment and underwritten life productsIndustry accepted qualifications such as Class of business, RE qualificationsHigh understanding of the regulatory environment that regulates the financial services industryStrong analytical skills with the ability to interpret data and generate actionable insightsExperience 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.

COMPETENCIES REQUIRED:

StrategicCollaboration (Relating)Customer FirstExecutionInnovation (Perspective)Leading with influencePersonal Mastery (Learning)Technical KnowledgeCross-Functional CollaborationData-Driven Decision Making

Skills

Education

Bachelors Degree (B) (Required)

Closing Date

15 November 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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