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Job Description

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Private Clients by Old Mutual Wealth is a fast-growing dynamic space, with entrepreneurial minded individuals focused on delivering excellent bespoke customer services to ultra-high net worth individuals.

The Service Delivery Manager will be responsible for managing complex BAU activities, driving enhancements that impact Old Mutual customers through a team as well as strategic partners and being outcome-oriented in terms of service quality and client satisfaction. Their success is measured by the effectiveness of service delivery, adherence to SLAs, and overall client happiness.

The role includes the following responsibilities:Monitoring and managing business-as-usual IT activities to ensure optimal serviceMaintaining high performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryMonitoring service performance against SLAs, addressing any service delivery issues, and implementing corrective actions to enhance service quality.Prioritize client satisfaction by understanding client needs, managing expectations, and ensuring that services are delivered in a manner that meets or exceeds those expectations. Main point of contact between clients and the service delivery team.Effective communication is essential for conveying client requirements, service updates, and any potential issues that may arise.Efficiently managing resources, including personnel, technology, and budget. The SDM must ensure that the right resources are allocated to meet service delivery demands while optimizing costs.Foster a culture of continuous improvement by regularly assessing service delivery processes, identifying areas for enhancement, and implementing best practices to improve efficiency and effectiveness.Identifying potential risks to service delivery and developing mitigation strategies is another critical objective. This proactive approach helps in minimizing disruptions and ensuring service continuity.Monitoring service performance and compliance with SLAs.Managing client relationships and addressing service-related concerns.Coordinating with internal teams to ensure seamless service delivery.Implementing continuous improvement initiatives.Conducting regular service reviews and reporting on performance metrics.Leads a team or manages stakeholders to achieve service delivery targetsAutomation of manual processes including the implementation of system controls and checks, together with standard operating procedures for new processes.

Operations ManagementOversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).

Business PlanningContribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators (KPIs); develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets.

Leadership and DirectionCommunicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these and to do extraordinary things to achieve local business goals.

Performance ManagementManage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project/account team members and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of team/personal objectives.

Improvement/InnovationIdentify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

Policy Development and ImplementationDevelop procedures and interpret and apply policy for area of expertise to achieve specified outputs, or advise the wider business on application of policy, then monitor implementation of those procedures within the organization.

Internal CommunicationsDevelop and/or deliver a plan for significant aspects of internal communications with guidance from senior colleagues.

Organizational Risk ManagementDevelop and/or deliver a contingency plan for significant aspects of the risk management and/or risk control processes.

BudgetingDevelop and/or deliver budget plans with guidance from senior colleagues.

Organizational Capability BuildingUse the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.Operational ComplianceMonitor and review performance and behaviors within area of responsibility to identify and resolve noncompliance with the organization's policies and relevant regulatory codes and codes of conduct.

These responsibilities offer an overview of the role and are not confined or restricted solely to what is listed.

Qualifications and Experience required:

B.Com or equivalent in IT preferablyRelevant post-graduate/Masters degree preferred.At least 5 years relevant experience.Investment management/stockbroking space would be preferential.Data modelling, data management and data analysis.Strong diagnostic/problem solving skills.Advanced Excel.Experience in leading multi-disciplinary teams.Good/strong relationship building skills.Analysing service performance data to identify trends and areas for improvement is essential.The ability to address service delivery issues promptly and effectively.Good strong organization understanding and agility.

Skills

Action Planning, Backlog Management, Change Management, Data Compilation, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Organizational Design, Policies & Procedures, Professional Presentation, Project Budget Management, Project Delivery Management, Readiness Assessments

Competencies

Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial Acumen

Education

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

Closing Date

22 May 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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