Head - Service Optimisation and Automation

2 weeks ago


Johannesburg, South Africa Old Mutual Full time

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, Strategic

Education

Closing Date

01 May 2024

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