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  • Posted: Nov 24, 2020
    Deadline: Nov 30, 2020
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    Old Mutual Limited (OML) is a premium African financial services group that offers a broad spectrum of financial solutions to retail and corporate customers across key markets in 14 countries.


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    Head of Customer Value Propositions

    Job Description

    Designs and facilitates integrated customer value propositions strategy for the Corporate segment

    • Lead the crafting of the customer strategy for the Corporate segment
    • Define relevant, commercially viable and practically addressable target markets and boundaries between customer markets
    • Function as the segment champion for Market Conduct
    • Drive the cultural shift and orientation across the value chain to be customer led and externally orientated

    Defines and implements fit for purpose operating practices to execute strategy

    Propositions and customer experience

    • Monitor and review the performance of existing propositions and the customer experience. Use insights to identify opportunities for enhancement or changes to increase retention, acquisition, efficiency
    • Ensure needs of corporate clients as well as employees or members of any group solution are addressed
    • Design of end-to-end value proposition including pricing (at customer level as opposed to product level) and validate the commercial business case
    • Oversee and co-ordinate the end-to-end delivery of the customer value proposition (CVP) from design to execution ensuring the delivery of the desired customer experience
    • Ensure that business delivers integrated CVP’s
    • Lead the development of the end to end member experience for each market segment mindful that members could be customers of OML’s retail segments, recommending servicing and product feature improvements
    • Create an effective development framework, to support new propositions and ongoing proposition changes.
    • Develop customer reporting frameworks and dashboards that inform key decisions relating to CX.

    Drive Customer Engagement and Experience Management

    • Responsible for the development of customer journey maps for clients and members, as input into proposition development and management
    • Stay abreast of the consumer and market trends and developments including competitor activity
    • Conduct deep and targeted customer research to inform strategies and propositions
    • Provide input to the design and execution of customer campaigns and communications
    • Monitor the customer experience and feed this into customer strategies

    Leverage Customer data analytics

    • Drive the collection and use of deep data analytics of potential and actual clients in addition to member data
    • Oversee the mining, sorting and analyses of customer data to develop customer insights for proposition development and customer segment teams
    • Manage the process of generating leads and ensuring leads are directed to the appropriate team for action

    Enables best practice Business partnering and stakeholder management

    • Act as the key interface with product solutions, distribution and operations so that the delivery of target market proposition is integrated.
    • Work closely with key stakeholders to execute on a coherent customer strategy and CVP.
    • Set requirements and informs the backlog and prioritization for any agile implementation across the value chain
    • Work closely with Retail segment CVP teams and Sales and Distribution to ensure an integrated member CVP and delivery
    • Network and build longer term relationships with others (internal and external) in order to attain business objectives
    • Provide ongoing expert decision support for all parts of the value chain
    • Role model client centric behaviour

    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

    Oversees and ensures Risk Management, Governance and Compliance

    • Ensure that the business unit is compliant with Group Governance Framework, Segment strategy and operating model and any statutory legislation and regulations
    • Roll-out and embed Group policies and frameworks
    • Ensure appropriate supplier procurement and contracting in line with the business’s BBBEE objectives, SMME focus and agile delivery
    • Function as the business area point of contact with External Auditors
    • Identify and manage key strategic risks; escalates where risks cannot be addressed at this level.
    • Keep abreast of the unfolding environment that industry & competitors face and identify related risks

    Responsibilities

    Skills and Experience

    • 5+ years in the application of proposition and service design disciplines with sound experience leading a team and solid understanding of the economics of different business models and markets. Financial services sector experience advantageous

    Education

    • Bachelors Degree (B) (Required), Post-graduate Diploma (PGDip)

    go to method of application »

    Head of SME

    Job Description

    Develops and drives SME market Strategy

    • Develop and implement a strategy for the SME market to profitably and sustainably acquire and retain customers in the segment
    • Determine the best value proposition and marketing positioning on which to base the segment’s SME business model; in collaboration with the Head of CVP and Head of Marketing respectively.
    • Identify environmental, market, product, technology and competitive changes that will impact on sales and profitability.
    • Leverage digital as the primary distribution channel, supported by face to face distribution and SME business development.
    • Drive strategic partnerships in the SME market to unlock opportunities for exponential growth.

    Translates and cascades Strategic directives into Operational goals

    • Drive new business growth, account management, customer retention and profit KPI’s to achieve dominant market presence within the SME market segment
    • Ensure the development of a healthy pipeline through effective business development
    • Generates new product / service ideas and directs related research, development and implementation.
    • Ensure that the business model is well understood and all business and operational functions are aligned to ensure that customer and stakeholder expectations are met.
    • Develop business plans and set targets aligned to the segment strategy and aspirations
    • Monitor the performance and activities of the SME business unit through a separate P&L to agreed strategic and operational objectives
    • Champion continuous improvement and innovation across the business unit
    • Ensure that standard operating procedures are developed and implemented across the business unit and remain in an audit ready state

    Facilitates robust Business partnering and stakeholder management

    • Provide ongoing thought leadership and expert decision support for all parts of the value chain
    • Manages broad stakeholder relationships
    • Role model client centric behaviour
    • Monitor and respond to developments in client’s business interests
    • Leverage off data analytics to anticipate and respond to evolving client needs and champions the generation of new service or product ideas

    Models Management & Leadership Effectiveness

    • Define performance parameters and measurements for area under supervision.
    • Manage service delivery through other managers and their teams.
    • Hold first line managers accountable for managerial work, including selection, performance management and talent management.
    • 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
    • Encourage a culture of continuous learning and development in the organisation
    • Champions and enables change initiatives and facilitates constructive Culture shift

    Oversees and ensures Risk Management, Governance and compliance

    • Ensure that the business unit is compliant with Group Governance Framework, Segment strategy and operating model and any statutory legislation and regulations
    • Interpret Group policies and frameworks for the business and embed into the business
    • Enable appropriate supplier procurement oversight and contracting in line with the business’s BBBEE objectives, SMME focus and agile delivery
    • Function as the business area point of contact with External Auditors
    • Identify and manage key strategic risks; escalates where risks cannot be addressed at this level.
    • Understand the unfolding environment that industry & competitors face and defines related risks.

    Responsibilities

    Skills and Experience

    • Expertise in the field of digital marketing, sales and distribution tools and techniques, Minimum 7-10 years in sales, marketing and business with demonstrable experience in developing and implementing sales strategies to penetrate and drive market share in the SME segment, Solid sales and 5+ years senior management experience preferably on a national scale

    Education

    • Bachelors Degree (B) (Required), Master of Business Administration (MBA)

    Method of Application

    Use the link(s) below to apply on company website.

     

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