Senior Journey Owner

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JOB (DESCRIPTION)

DEATH CLAIM STAKEHOLDERS:

• Removing friction, driving point of contact resolution, a seamless & integrated experience across all channels.
• Develop a deep understanding of the Section 37C death claims journey, from awareness of death to completion of the statutory process execution.
• Identify pain points & opportunities for improvement within the Section 37C death claims journey.
• Monitor & analyse claim stakeholder/advisor behaviour & feedback to identify trends & insights that can inform decision-making.
• Drive initiatives to optimize & streamline the Section 37C death claims journey, leveraging technology & data-driven insights.
• Champion a claim stakeholder-centric mindset within the organization & advocate for continuous improvement in the death claims experience.
• Stay informed about industry trends & best practices related to regulatory death claims experience & journey mapping.
• RISK:
• Making sure all legislation applicable to the Section 37C death claims journey are met & there is appropriate risk monitoring, mitigation & management.
• Monitor the delivery of quality of execution of statutory duties on behalf of the Boards of Trustees at the required standard, ensure swift reaction to feedback loops (GIA, Risk & Compliance findings).
• Governance: Oversee & audit controls to ensure it is in place, maintained & expanded (as required) to enable proactive actions to mitigate against non-compliance in terms of the Section 37C processes.
• Risk Management: Ensure all risks are identified, logged & mitigated (including the reporting of breaches). Maintain a position of proactive intervention.
• Compliance: Monitor that standard operating procedures & relevant protocols are meticulously adhered to & take mitigative action.
• Audit: Ensure all issues are raised, addressed, & tracked against delivery dates.
• REGULATORY SCOPE:
• High: Critical in terms of compliance with legislation, regulation & Fund rules, as well as high impact of any regulatory change which requires process & control changes.
• Legislative requirements: Stay abreast of developments, understand the impact on process execution & enable compliance of processes with the PF Act, Income Tax Act, POPI Act, etc.
• Monitor adherence to relevant technical Policies, Standard Operating Procedures, Trustee Principles & Guidelines, Reasonable Steps Policies, other relevant technical protocols & Fund Rules.
• Draft proposals/sign-off in respect of management decisions on technical & complex problems to resolve process & administrative enquiries, escalations & complaints.
• PRODUCT SPAN:
• High: In-depth knowledge & understanding of Fund-owned products across all segments.
• Section 37C death claims are processed on a product & segment agnostic basis.
• PEOPLE LEADERSHIP:
• High: Span of control, size and cost of team.
• Front and back-office management.
• Collaborate with cross-functional teams to develop & implement strategies to enhance the death claims stakeholder experience.
• Define key performance indicators (KPIs) to measure the effectiveness of the claims stakeholder journey.
• Manage direct leadership reports, Technical & MI Specialists, as well as a Change enabling team.
• Full suite of people management (i.e., capacity planning, recruiting, goal setting, performance management, coaching, employee well being, employee skills matrix & learning/career journeys, recognition, ad hoc issues etc.)
• COST OPTIMIZATION/DRIVE AUTOMATION:
• High: Volume & size of financial exposure of claims could impact loss or profitability of Business.
• Monitor environment in terms of best practices & consistent execution.
• Monitor, guide & ensure continuous process improvements to ensure execution is optimally effective & efficient throughout the start to end process (speed & pace of progression of cases within the legislative timeframe).
• Identify/search out synergies across the business unit & servicing portfolio.
• Align with peers in other business units where environments touch/overlap.
• Sign-off & oversee campaigns to deliver on business plans & special projects (including output surges to meet deadlines).
• Oversee any impact of changes to systems & processes on execution & delivery & take appropriate actions.
• Oversee, audit & track overpayment recoveries.
• STRATEGIC PLANNING AND DEVELOPMENT:
• Understanding overall business objective, competitor landscape, providing thought leadership & foresight to ultimately provide an industry leading Section 37C death claim stakeholder journey experience.
• Strategic & tactical planning with agile operational execution (i.e., ability to swiftly pivot when circumstances require it).
• Maintain an ‘outside-in’ view (with a claim stakeholder lens) i.e., continuously compare OM processes to processes of competitors (via external stakeholder interaction & other insights) to identify opportunities for improvement/best practices.
• Document & share relevant strategic initiatives across the business.
• Identify, craft & implement strategic initiatives to build towards a future fit S37C capability.
• STAKEHOLDER MANAGEMENT AND COMMUNICATION:
• Managing all stakeholders involved in the overall death claims journey experience across departments & also across journeys where relevant.
• Internal: Engage with peers in support teams/functions to maintain standards & SLA’s etc.
• External: Engage with financial advisers, intermediaries, segments, employers, Principal Officers, Fund’s sub-committees, external service providers etc. to ensure alignment to best practices (including stakeholder relationships).
• Deep understanding of all segments in which we operate & nuances to meet claims stakeholder needs.
• Oversight of all inbound & outbound communication (i.e., ensure protocols are always adhered to).
• Sign-off/provide guidance (where required) in respect of enquiries, escalations & complaints in respect of administrative processing & monitor alignment with complaints handling standards.
• Ability to create & deliver presentations/workshops to relevant internal & external stakeholders (in respect of process performance, deliveries, projects, etc.).
• REPUTATIONAL IMPACT
• High: Exposure to media, regulatory scope, product span requiring deep control of outcomes.

MINIMUM QUALIFICATIONS/EXPERIENCE

• Appropriate Bachelor’s degree
• Proven track record of risk management experience.
• At least 8 years at middle/senior management level.
• Demonstrated experience in project and stakeholder management
• Experience in managing cross-functional teams and driving process improvements
• Proven management experience in retail and/or occupational retirement fund administration – particularly Section 37C death claims (i.e., a comprehensive understanding of the start to end process, environment & stakeholders), and journey mapping (or components thereof).

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Proven Audit/Forensic investigation experience
• Legal/Compliance
• Knowledge of Agile methodology and experience in managing Agile Teams

COMPETENCIES REQUIRED

• Strategic
• Collaboration (Relating)
• Customer (claim stakeholder) first
• Execution
• Innovation (Perspective)
• Leading with influence
• Personal Mastery (Learning)
• Cross-Functional Collaboration
• Data-Driven Decision Making
• Technical Knowledge (Ability to work in highly regulated complex process environment with knowledge of regulatory environments, relevant to Section 37C death claims practices).
• Agility to deal with changing regulative, legislative & procedural environments.

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