Operations Manager at Old Mutual

Job Description

Role Overview:

As the Operations Manager in the Wealth Client Servicing environment, the individual is accountable for development of tactical business plans and deliver strategic initiatives at an operational level through other managers and their teams, over periods of 3 months to a year.

The individual will be responsible for overall customer experience metrics derived from BU Strategy.

The individual will manage direct reports (Team Leaders and Specialists) and indirect reports. The individual will contribute to process development and projects impacting on business deliverables. The individual will provide operational and best practice context and disciplines for our internal environment. The individual will build relationships with peers and colleagues across business areas and value chain to ensure end-to-end service delivery.

Key result areas and work descriptors:

Governance & Compliance

• Accountable for governance and compliance at an operational level.

Management Effectiveness

• Develops team leaders and staff
• Drives operational excellence
• Holds managers accountable for service delivery, through team and individual performance
• Manages the end-to-end HR function as well as talent management
• Sets operational standards and best practice for internal environment.
• Selects and develops talented staff to build pipeline.

Operational Efficiency

• Owns operational efficiency, quality, operations scorecard targets, including people, process and customer dimensions of the business.
• Accountable for execution of tactical business plans at operational level.
• Implements effective and appropriate of operational processes.
• Makes major operational decisions within business plan.

Relationship Building

• Builds relationships with peers, colleagues and multiple stakeholders across business areas and value chain.
• Able to build connections and network with clients, intermediaries and external parties as required.
• Resolve complex issues and conflict through effective communication and negotiation skill.

Role Qualifications And Requirements

• Matric with relevant tertiary qualification (Commerce/Management Certificate/Degree/Diploma)
• 3-5 Years proven people management experience
• Minimum of 3 years proven experience in a similar environment
• Experience with process improvement methodologies
• Ability to develop and implement process controls to reduce risk to the business
• Strong analytical and problem solving skills
• Strong interpersonal and client relationship skills
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively

Competencies

• Strategic
• Leading with Influence
• Innovation
• Execution
• Customer First
• Personal Mastery
• Collaboration

Closing Date

• 05 October 2022