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 Lead: Adviser Engagement will support the Journey Owner in managing the Adviser experience across front and back offices for Retail enquiries at a Product agnostic level. This role involves assisting in the design and enhancement of processes for handling Adviser enquiries across New Business and Policy Servicing.
• The Journey Lead will focus on implementing process improvements in support of enhancing the overall Adviser experience.

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.
• Diagnosing and resolving workflow issues effectively
• Plan and allocate work based on skills and competencies
• 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).
• Generate accurate statistical and progress reports to support decision-making.

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 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, Data Reporting, 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, Risk Compliance, 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

• 26 September 2025