Journey Lead

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

Job Description
As Journey Lead, you will work closely with the S37C Journey Owner in leading and delivering the transformational customer journey for S37C Death Claims. This role involves aligning strategic objectives, driving collaboration across cross-functional teams, and identifying and executing innovative solutions and improvements to enhance customer experience. The Journey Lead plays a pivotal role in leading a Team within RRFA, fostering a customer-centric culture, and embedding agile practices.

Section S37C technical understanding and environment knowledge and experience are vital for this role. This is a unique field where you will need to apply your knowledge, skill and experience in an operational environment through your own efforts and efforts of others.

Responsibilities:
Journey Management

• Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.
• Utilize data and insights to identify trends, pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.

Agile Implementation

• Embed agile methodologies within teams to enable iterative development and faster delivery of improvements.
• Act as a champion for agile practices and facilitate agile ceremonies such as stand-ups, retrospectives, and planning sessions.

Stakeholder Engagement

• Build strong relationships with cross-functional teams, including product, legal, tax, compliance, finance, IT, as well as regulatory bodies, boards of trustees and their sub-committees, other retirement funds and fund administrators, corporate clients and advisors.
• Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.

Technical Process Delivery

• Ensure compliance with legislative requirements such as the Pension Funds Act, Income Tax Act, POPI Act and AML.
• Identify and implement best practices consistently.
• Follow and enforce technical policies, SOPs, and fund rules.
• Manage service delivery, ensuring adherence to service promises, case management, and SLA's.
• Monitor and react to feedback to maintain quality assurance.
• Conduct gap and root cause analysis to drive process improvements.
• Oversee business plans and special projects, ensuring smooth execution.
• Allocate resources effectively, assigning the right jobs to the right individuals at the right time.
• Adapt quickly to changing circumstances and implement agile execution strategies.
• Resolve complex technical and administrative challenges.

People Leadership

• Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the S37C journey.
• Manage direct reports.
• Full suite of people management (i.e. capacity planning, recruiting, goal setting, performance management, coaching, employee wellbeing, employee skills matrix and learning, recognition, ad hoc items etc).

Performance and Capability Building

• Set performance objectives for teams and provide feedback to ensure alignment with strategic priorities.
• Identify capability gaps within teams and implement development plans to address them.
• Mentor and coach team members to enhance their professional growth.

Control Environment

• Maintain and update control libraries to ensure compliance.
• Identify, log, and mitigate risks within the operational framework.
• Ensure strict adherence to standard operating procedures and protocols.
• Track, raise, and resolve audit-related items to maintain compliance.

Communication

• Manage inbound and outbound communications effectively.
• Handle enquiries, escalations, and complaints efficiently.
• Develop and deliver presentations and workshops as needed.

Data (MIS) and Reporting

• Monitor and act upon management information for performance improvement.
• Diagnose and resolve workflow issues effectively.
• Plan and allocate work based on skills and competency matrices.
• Generate accurate statistical and progress reports to support decision-making.

Risk and Compliance Management

• Proactively identify risks associated with customer journeys and implement mitigation strategies.
• Ensure compliance with organizational policies, procedures, and relevant regulatory requirements.

Minimum Qualifications/Experience (required For The Job)

• Matric and or Degree, or a related field.
• Minimum of 5 years' experience in a leadership role with a focus on customer journey management, customer experience, or technical operations.
• Proven track record of implementing agile methodologies within teams, with experience leading cross-functional squads.
• Experience in stakeholder management, including both internal teams and external stakeholders.
• Demonstrated ability to use data-driven insights to improve processes, customer satisfaction, and the efficiency and effectiveness of processes.
• Umbrella and/or Retail Retirement Fund administration and product knowledge and experience. SuperFund Umbrella Fund and/or SARAF experience would be an advantage.
• In-depth knowledge of S37C and experience working with the process is mandatory.
• Microsoft Office suite.

Additional Qualifications/Experience (preferred, Not a Requirement)

• SME knowledge in customer experience design, journey mapping tools, or operational transformation.
• Experience working with Old Mutual product administration systems, workflow, digital platforms and customer correspondence systems is advantageous.
• Experience in driving digital transformation initiatives.
• Degree in Business Administration or a related field.
• Agile, Product Owner or Scrum certification.

Skills
Action Planning, Agile Project Management, Change Management, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Policies & Procedures, Professional Presentation, Project Delivery Management, Safety Management, Servant Leadership

Competencies
Builds Effective Teams

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Results

Ensures Accountability

Financial Acumen

Education
Bachelors Degree (B), NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent (Required)

Closing Date
04 December 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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