Head - Service Optimisation and Automation
2 weeks ago
Description
This function is accountable for business ownership of the applied intelligence and automation solution by providing the business requirements to technology, including Servicing Opti-channel integration. The incumbent will be responsible for the interpretation of business strategy and how technology and automation can deliver efficiencies in the Servicing portfolio across all servicing propositions and enabling chapters.The incumbent will be individually accountable for achieving results through other managers and their teams and by collaborating with others within OMiX and the broader OML Group over periods of 2+ years.
Accountable for designing and implementation of the Servicing Portfolio’s business architectural roadmap and strategic prioritisation of technology / solutions
Understands and stays abreast of industry and market trends, including competitor offerings and activity, through best practice and thought leadership
Enables the Customer Servicing and Advisor Propositions
Accountable for managing the OML Platform and Enablement relationship and outcomes / delivery
Accountable for managing and prioritization of Servicing Portfolio business requirements (technology / solutions implementation into the Servicing business)
Responsible for managing with IT ‘Decommissioning’ of the Servicing sunset technologies / solutions eg IVR
Accountable for setting the Optimization and Automation Design standards for the Servicing Portfolio
Accountable for automation: Focus on automation to remove ‘repetitive & low value add’ processes
STP: Process
POCR
People
Capabilities to deliver benefits
Stakeholder Engagement
Internal (Customer / Advisor)
COO org: OMLIT and Enablement and DDA
OML Segments & Customer Outcome Portfolios
Accountable Requirements Management & request validation
Owns the capability to enhance tools for Customer and Advisor
Accountable for Servicing Technology Spend and Investment stack (TCO)
Incl monitoring, tracking and reporting on Tech Stack performance and ensuring resolution where required
Accountable for Incident Management and Change Slots
Management of SLA with Technology Platforms and Enablement
Accountable ensuring delivery against optimisation targets and business case priorities (owns measurement for Strategic change)
STP, Integration, POC (defined measurements agreed yearly)
Provide recommendations to Service Business on optimitsation improvements
Owns Workflow Management [Bizagi etc] / Automation Chapter
Workflow orchestration
Owns the backlog for Workflow and Automation
Facilitates demand with Savings and Income and determines impact for the Servicing business
Facilitates the relationship /engagement with Servicing eg enablement leads that need to be present to understand impact and provide inputs
Responsible for Bridge tools & servicing asset register?
Leadership effectiveness
Role model client centric behaviour and demonstrates Management & Leadership Effectiveness
Align others to best practice and set standards of excellence
Define performance parameters and measurements for area under supervision
Manage performance and service delivery through direct reports and their teams.
Oversee selection, performance management and talent management in business area.
Ensure effective talent management including succession planning; transformation per the BBBEE targets of the segment and national EAC (economically active population), skills development and training for a sustainable operating model and diverse high performing team
Enable a culture of continuous learning and development in the organisation
Drive and support change and culture shift initiatives
Ensure that the business unit is compliant with Group Governance Framework, Segment strategy and operating model and any statutory legislation and regulations
Minimum Qualifications / Experience (Required for the Job)
NQF 7/8
Preferred Qualification: Relevant post graduate degree
Automation
Experience
5-10+ years in the application of technology and automation to improve operational effectiveness and process enhancement and redesign.
Working and influencing multiple stakeholders.
Solid understanding and experience in utilizing digital enablers to enhance customer / advisor experience.
Able to engage and influence at a senior level.
Additional Qualifications / Experience (Preferred, Not a Requirement)
Financial services sector experience advantageous
Skills
Accountability, Automation Technology, Business, Business Strategies, Results-Oriented, StrategicEducation
Closing Date
01 May 2024-
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