Journey Lead - Financial Changes

About the role

Old Mutual is looking for a Journey Lead for its Financial Changes (PF) business in Cape Town. The role leads and delivers transformational customer journeys, aligning cross-functional teams on shared goals and performance metrics, improving customer satisfaction and embedding agile practices.

Key responsibilities

• Design and implement customer journeys, using data to find pain points and opportunities, and set success metrics with stakeholders.
• Embed agile methods in teams and run stand-ups, retrospectives and planning sessions.
• Build relationships with product, technology, operations and marketing teams and resolve conflicts and dependencies.
• Ensure compliance with the PF Act, Income Tax Act and POPI Act, and follow technical policies, SOPs and fund rules.
• Manage service delivery, case management and SLAs, and conduct gap and root cause analysis.
• Maintain control libraries, log and mitigate risks, and track and resolve audit issues.
• Handle enquiries, escalations and complaints, and give presentations and workshops.
• Produce MIS and progress reports, and define KPIs for productivity, quality and efficiency.
• Manage direct reports, including capacity planning, recruiting, goal setting, performance management, coaching and development.
• Identify risks in customer journeys and ensure compliance with organisational policies and regulatory requirements.

Required profile

• Matric or degree, or a related field.
• At least 5 years' experience in a leadership role focused on customer journey management, customer experience, service design or technical operations.
• Proven track record of implementing Agile and leading cross-functional squads.
• Understanding of sales distribution channels and of MFC and PF products such as OMP, Max Income, Max Investments, Vantage and GL.
• Working knowledge of product administration systems such as Bancs, Bizagi, CMOS, BPM and Vantage.

Preferred qualifications

• Degree in Business Administration or a related field (NQF level 7).
• Customer experience and Design Thinking certifications, Agile or Scrum certification.
• Experience with New Business, Existing Business Quotes, Case Management, Medical Fees and New Business Fraud teams, and with AML and FATCA requirements.