Job Opportunities at Old Mutual South Africa

Job Description

Facilitate and mediate an independent process for disputes that cannot be resolved through the organizations level 1 and 2 complaints management process.
Facilitate and mediate an independent process for disputes

• Investigate the complaint by gathering all the relevant facts from the claimant, business and use any other sources deemed necessary to ensure that decisions are fair, impartial and aligned to the regulatory and / or legislative requirements.
• Resolve insurance complaints fairly, efficiently and impartially and not swayed by business pressures.
• Acknowledge new disputes timeously.
• Conduct root cause analysis of disputes and recommend implementation of pro-active prevention measures.
• Accountable for maintaining a professional relationship with the Internal Arbitrator and business stakeholders when dealing with disputes and responsible for all communications between the business and the internal arbitrator.
• Stay well informed of the Ombudsman’s thinking on emerging consumer issues and ensure that recommendations provided to the Internal Arbitrator are in-line with industry practices.
• Resolve escalated customer queries in respect of the disputes and ensure that timeous feedback is provided to customers and brokers on all matters.
• Facilitate and maintain an effective TCF (Treating Customer Fairly) approach to the management of disputes.
• Contribute to the maintenance of the complaints reporting and complaints system.
• Appropriately escalate complaints to different specialist areas.
• Manage complaints end to end, by prioritizing according to agreed criteria even if the resolution was finalized in another department.
• Assist with tracking the progression of action plans on disputes.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs within the dispute process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve disputes, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organizational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency

Manage quality people practices

• Align own behavior with the organization culture and values.
• Share and transfer process, statutory and legislative knowledge to colleagues.
• Collaborate and work with the complaints management team to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas.

Job Requirements

• LLB/BA Law (recommendation)
• 5-8 years complaints handling experience withi

Closing Date

04 May 2023

go to method of application »

Role

Overview

• This role manages the sales and sales support processes through other managers and their teams, over periods of 3 months to 1 year to ensure branch profitability and to meet business targets.
• The position has been identified as a FAIS position and falls within the ambit contemplated by FAIS related to Category B. The successful candidates must therefore comply with all FAIS requirements, including the Fit and Proper requirements of Honesty and Integrity (e.g. be clear of any offence relating to fraud, dishonesty and/or any professional misconduct) as well as competence and relevant qualifications
• Manages sales & sales support processes to ensure branch profitability & to meet business targets.
• Identifies potential new markets & opens up the markets with assistance of Sales Manager.
• Responsible for the external relationship management with key stakeholders
• Develops local market & resource plan for area.
• Monitors area results.
• Performance manages, coaches and mentors Sales / Branch Managers.
• Responsible for 3-6 Branch / Sales Managers.

Role

Description

Key /

Performance Areas

• Budget Control
• Manages area budget.
• Management Effectiveness
• Develops MOs and specialists under supervision.
• Drives operational excellence through area of supervision.
• Holds first line managers accountable for managerial work, including selection, performance management and talent management.
• Manages service delivery through a team of Sales/Branch managers for periods of 3 months to 1 year.
• Manages the HR function for the department as well as all day-to-day staff administration.
• Selects potential MOs to sustain pipeline
• Sales Support
• Manages sales support processes to ensure branch profitability & to meet business targets.
• Sales/ Productivity
• Develops local market & resource plan for area performance management and talent management.
• Identifies potential new markets & opens up the markets with assistance of Sales Manager.
• Manages sales processes through other managers and their teams, over periods of 3 months to 1 year to ensure branch profitability & to meet business targets.
• Monitors area results.

Requirements: Skills, Qualifications and Experience required

• Grade 12 ( Matric )
• FAIS Compliant
• 3 - 5 years managerial experience essential
• Knowledge and exposure to Old Mutual Retail Mass Market is advantageous
• Successful completion of MMDP (Internal)
• Managerial qualification or Tertiary Qualification essential (External)

Attributes / Competencies

• Strategic 
• Collaboration (Relating)
• Leading with influence
• Customer First
• Execution
• Innovation (Perspective)
• Personal Mastery (Learning)

Skills

• Budget Management, Business Networking, Influencing Others, Mentorship, People Management, Sales Support

Education

• High School (Grade 12)  (Required)

Closing Date

12 May 2023

go to method of application »

Job Description

• Consider yourself a game-changer in the HC Talent Acquisition world of Business Transformation and Change. Working in partnership with the executive teams of a number of key Business Units in the Old mutual Capability Cluster, this role translates the OML Talent Acquisition Strategy and business strategies into Business Unit People Plans. Serves as a member of the Capability Cluster HC Leadership team, reporting into the Executive HC Business Partner. Part of the high-performing Old mutual HC team dedicated to being part of leading waves of change!
• This role is accountable for the translation of the Human Capital and business strategy into the Talent Attraction, Acquisition and Assessment strategy for the Capability Cluster. This role is accountable for leading the implementation of a Capability Cluster Talent Acquisition strategy to identify, source, assess, select, acquire and on-board suitable talent in order to meet business demand at each business unit of the workforce in line with business strategy, legislative requirements and transformation plans.
• Provides input into the overall Talent Management functional strategy. Responsible for the design and implementation of sourcing strategies and processes to ensure that the required talent is identified, assessed, selected, acquired and on-boarded to meet business demands.
• Ensures alignment between the OML Strategy, the HC Strategy and the Talent Acquisition and Assessment Strategy.
• Develop a Talent Acquisition and Assessment strategy, leading employer branding, talent attraction, and graduate recruitment, talent pipeline development, sourcing optimization, governance, analytics, workforce & demand planning, and candidate experience.
• Defines the CC employee value proposition and employer branding, leveraging alumni networks and direct sourcing channels.
• Responsible for the Induction and On-boarding framework, process and practice. Manages the e-Recruitment database, process and technology to ensure effective tracking of candidates.
• Enhancing the candidate experience throughout the TA lifecycle
• Actively driving the acquisition of young talent for our graduate recruitment programs.
• Budget control in line with the low cost future for CC.
• Leading the TA team to execute on the overall TA strategy and operations
• Leads the OML Talent Acquisition and Assessment function, building a capable and effective specialist team and manages resource allocation.
• Creates a comprehensive solution to ensure efficient and cost effective identification, selection and deployment of the right talent in the business.
• Provides thought leadership, researches and benchmarks best practices in Sourcing Talent.
• Monitors and measures the implementation and impact of recruitment and selection practices and governance across Old Mutual Limited Capability Cluster.
• Empowers and build HR capability to achieve Talent Acquisition outcomes
• Drive Workday process optimization and functionality configuration as well as Workday reporting
• Drives innovation and integration of Talent Acquisition and Assessment processes through technology.
• Ensures alignment and integration of Talent practices with other HC practices.
• Contributing to a culture of data driven talent decisions throughout the Talent Acquisition and Assessments spectrum, supporting OML objectives to attract and select high performing, value-aligned employees.

Requirements: Skills, Qualifications and Experience required

• Minimum Diploma/Degree (Commerce/HC/Organizational Psychology) and/or minimum 10 years’ talent acquisition experience, with 5-8+ years leading Talent Acquisition practices and teams within a fairly large business (5000 plus staff)
• Experience of Talent Assessments across corporate functions, covering a broad range of assessment products and service providers.
• A seasoned leader with a track record in successful implementation of large transformation projects/initiatives, particularly shaping Talent Acquisition and Assessment functions.
• Demonstrated experience in leading and developing high-performing specialist teams

KEY RESULT AREAS:

Business Transformation

• Ensures BU Business leaders are equipped to lead change.
• Supports efficient and effective BU transformation through the delivery of change.
• Manages the development of organizational effectiveness plans to address medium term business needs.
• Advises BU Exco teams on improving employee engagement at all levels and on building a high performance culture aligned to the overall Segment plans.

Strategy Implementation

• Defines and implements the People attraction and acquisition Plan for the Business Units in alignment with the Segment business strategy and Segment People Strategy.
• Leads the implementation of the Segment Talent and Leadership strategy and plan into the BU ensuring talent and leadership is effectively managed and grown, in accordance with the Segment and BU Employment Equity targets and plans.
• Provides input into the Segment People Strategy and contributes to HC synergies across OM. Customizes TA practices implemented in the Segment into the BU’s.

Stakeholder Management

• Partners with BU executive teams to advise on people challenges and on how to drive BU people performance.
• Advises on people priorities for the future, using insights from HR/TA Analytics and trends.
• Engages stakeholders at all levels (primarily internal) to ensure effective delivery of TA services to BU.
• Strong verbal and numeric skills.

Risk Management

• Ensures that BU HC has clean Audit, Risk and Compliance reports.
• Evaluates effectiveness of policies and practices and initiates corrective action where required.
• Identifies and implements preventative measures to mitigate HC risks.

Team Effectiveness

• Achieves and maintains empowerment and transformation objectives and targets.
• Drives a high performance culture of the HC team in the BU.
• Operationally manages the BU HR team and ensure disciplined execution of HR Services.
• Strong expense management and delivers an operationally efficient BUC function that improves cost.
• Experienced and highly analytical and results orientated

Core Competencies

• Strategic
• Collaboration
• Leading with Influence
• Customer First
• Execution and agility
• Innovation (Perspective)
• Personal Mastery (Learning)

Technical Competencies

• Driving Performance
• Build Leadership Brand
• Engage talent
• Meaningful analytics
• Planning for talent
• Source & acquire top talent
• Accelerating Change
• De-Risk People Practices
• Interpreting business context and co-creating strategic agenda
• Aligning culture, practices and behaviour
• Financial Literacy

Closing Date

27 April 2023