Journey Lead: Adviser Engagement at Old Mutual

Job Description

• The Journey Lead is responsible for leading and delivering transformational customer/adviser journeys across OMIX Servicing.
• This role involves aligning strategic objectives, driving collaboration across cross-functional teams, and ensuring the execution of innovative solutions to enhance customer and adviser experiences.
• The Journey Lead plays a pivotal role in identifying opportunities for improvement, fostering a customer/adviser-centric culture, and embedding agile practices within the organization.

Journey Management

• Lead the design and implementation of customer/adviser journeys, ensuring alignment with business objectives and customer needs.
• Develop a deep understanding of the customer journey, from awareness to post-purchase support
• Utilize data and insights to identify pain points and opportunities for journey improvement.
• Drive initiatives to optimize and streamline the customer journey, leveraging technology and data-driven insights.
• Stay informed about industry trends and best practices related to customer/advisor experience and journey mapping.
• 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, technology, operations, and marketing.
• Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.
• Deep understanding of all segments in which we operate and nuances to meet Adviser needs
• Segment/Channel engagement to support a seamless and integrated experience across all channels.

Technical Process Delivery

• Ensure compliance with legislative requirements such as the PF Act, Income Tax Act, and POPI Act.
• 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 SLAs.
• 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.
• Adapt quickly to changing circumstances and implement agile execution strategies.
• Resolve complex technical and administrative issues.

Control Environment

• Maintain and update control libraries to prevent non-compliance.
• Identify, log, and mitigate risks within the operational framework.
• Ensure strict adherence to standard operating procedures and protocols.
• Making sure all legislation applicable to the journey is met and there is appropriate risk monitoring and management.
• Track, raise, and resolve audit-related issues 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.

People Leadership

• Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the journey.
• Manage direct reports in accordance with internal policies and procedures.
• 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.

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/adviser 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 partners.
• Demonstrated ability to use data-driven insights to improve processes, customer satisfaction, and the efficiency and effectiveness of processes.
• Product knowledge in the Retail Segments i.e. PF, & MFC
• PAS proficiency: Craft, BaNCS, Omega, CMoS and Telephony systems
• Workflow proficiency: AWD, Bizagi and EMS
• Deep understanding and experience of adviser practices and how they operate.
• Experience of call center and back-office line management in financial service industry.
• Experience in regulatory, compliance and industry knowledge applicable to investment and underwritten life products.
• Strong background in customer/Adviser service management, with a focus on enhancing customer/Adviser experience.
• Ability to handle escalations and resolve complex customer/Adviser issues effectively.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• ​SME knowledge in customer experience design, journey mapping tools, or operational transformation.
• Experience in driving digital transformation initiatives.
• Degree in Business Administration or a related field.
• Agile or Scrum certification.

Skills

• Action Planning
• Agile Implementation
• Agile Project Management
• Building Capability
• Change Management
• Communication
• Compliance Risk Management
• Executing Plans
• Journey Management Plan
• Legal Practices
• Management Information System (MIS) Reporting
• Occupational Safety and Health
• Oral Communications
• People Leadership
• Performance Management (PM)
• Policies & Procedures
• Process Delivery
• Professional Presentation
• Project Delivery Management
• Regulatory Compliance Management
• Safety Management
• Servant Leadership
• Stakeholder Engagement
• Technical Delivery

Competencies

• Builds Effective Teams
• Communicates Effectively
• Customer Focus
• Directs Work
• Drives Engagement
• Drives Results
• Ensures Accountability
• Financial Acumen

Education

• Matriculation Certificate (Matric) (Required), NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent (Required)

Closing Date

• 08 July 2025