Specialist: Continuous Improvement and Integration

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Job Description

To identify and implement improvement initiatives within Sales and Services in order to improve business performance and deliver excellent service to customers and key stakeholders.

Drive continuous improvement interventions, process efficiencies and Lean culture within business

• Streamline and integrate existing business processes and systems
• Ensure that current and future state processes are mapped using OMI approved mapping standards Process Maps and SOPs
• Identify gaps in existing processes through the application of Lean practices and assist with the implementation of new and improved processes to ensure that anticipated benefits are realized
• Ensure that Gaps identified via quality assurances processes are plugged with process changes, system changes and/or training initiatives
• Ensure that updated processes are standardized across regions, published and socialized with business and old ones removed utilising relevant change control mechanisms
• Act as point of contact for escalated issues from business and ensure updating of supporting processes, policies and procedure documentation based on gaps identified.
• Estimate and track financial and/or other benefits of changes to processes and report on these accordingly.
• Assess the risk and potential impact of any process changes requested from a systems, control and operational risk perspective and report these accordingly.
• When required, conduct time and motion studies to test existing processes and ensure optimal capacity levels are maintained within business (WFM). Identify areas for potential productivity improvements based on the results.
• Keep up to date with Operating Best Practices
• Identify, prioritize and develop business cases for changes initiated by business in line with Operational Best Practices
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value chain
• Develop relationships with business to deliver optimized processes and improvement initiatives
• Drive continuous improvement interventions, process efficiencies and Lean culture within business

Streamline and integrate existing business processes and systems

• Ensure that current and future state processes are mapped using OMI approved mapping standards Process Maps and SOPs
• Identify gaps in existing processes through the application of Lean practices and assist with the implementation of new and improved processes to ensure that anticipated benefits are realized
• Ensure that Gaps identified via quality assurances processes are plugged with process changes, system changes and/or training initiatives
• Ensure that updated processes are standardized across regions, published and socialized with business and old ones removed utilising relevant change control mechanisms
• Act as point of contact for escalated issues from business and ensure updating of supporting processes, policies and procedure documentation based on gaps identified.
• Estimate and track financial and/or other benefits of changes to processes and report on these accordingly.
• Assess the risk and potential impact of any process changes requested from a systems, control and operational risk perspective and report these accordingly.
• When required, conduct time and motion studies to test existing processes and ensure optimal capacity levels are maintained within business (WFM). Identify areas for potential productivity improvements based on the results.
• Keep up to date with Operating Best Practices
• Identify, prioritize and develop business cases for changes initiated by business in line with Operational Best Practices
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value chain
• Develop relationships with business to deliver optimized processes and improvement initiatives

Best-practice Service Delivery

• Actively implement and monitor service practices to determine the status of customer service and relations
• Proactively identify and implement changes required in customer service and relations
• Develop customer solutions (process, product, systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfaction

Drive continuous improvement interventions, process efficiencies and Lean culture within business

• Streamline and integrate existing business processes and systems
• Ensure that current and future state processes are mapped using OMI approved mapping standards Process Maps and SOPs
• Identify gaps in existing processes through the application of Lean practices and assist with the implementation of new and improved processes to ensure that anticipated benefits are realized
• Ensure that Gaps identified via quality assurances processes are plugged with process changes, system changes and/or training initiatives
• Ensure that updated processes are standardized across regions, published and socialized with business and old ones removed utilising relevant change control mechanisms
• Act as point of contact for escalated issues from business and ensure updating of supporting processes, policies and procedure documentation based on gaps identified.
• Estimate and track financial and/or other benefits of changes to processes and report on these accordingly.
• Assess the risk and potential impact of any process changes requested from a systems, control and operational risk perspective and report these accordingly.
• When required, conduct time and motion studies to test existing processes and ensure optimal capacity levels are maintained within business (WFM). Identify areas for potential productivity improvements based on the results.

Keep up to date with Operating Best Practices

• Identify, prioritize and develop business cases for changes initiated by business in line with Operational Best Practices
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value chain
• Develop relationships with business to deliver optimized processes and improvement initiatives

Drive continuous improvement interventions, process efficiencies and Lean culture within business

• Streamline and integrate existing business processes and systems
• Ensure that current and future state processes are mapped using OMI approved mapping standards Process Maps and SOPs
• Identify gaps in existing processes through the application of Lean practices and assist with the implementation of new and improved processes to ensure that anticipated benefits are realized
• Ensure that Gaps identified via quality assurances processes are plugged with process changes, system changes and/or training initiatives
• Ensure that updated processes are standardized across regions, published and socialized with business and old ones removed utilising relevant change control mechanisms
• Act as point of contact for escalated issues from business and ensure updating of supporting processes, policies and procedure documentation based on gaps identified.
• Estimate and track financial and/or other benefits of changes to processes and report on these accordingly.
• Assess the risk and potential impact of any process changes requested from a systems, control and operational risk perspective and report these accordingly.
• When required, conduct time and motion studies to test existing processes and ensure optimal capacity levels are maintained within business (WFM). Identify areas for potential productivity improvements based on the results.
• Keep up to date with Operating Best Practices
• Identify, prioritize and develop business cases for changes initiated by business in line with Operational Best Practices
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value chain
• Develop relationships with business to deliver optimized processes and improvement initiatives

Best-practice Service Delivery

• Actively implement and monitor service practices to determine the status of customer service and relations
• Proactively identify and implement changes required in customer service and relations
• Develop customer solutions (process, product, systems) to address changing service requirements, implement customer centric strategies and ensure customer satisfaction

Business Analyst Functions

• Consult with business to identify business problems and opportunities.
• Assist with the development of proposed solutions and supporting business case.
• Analyze and review relevant business processes and understand the impact on business and systems.
• Gather, analyze, document and maintain business requirements and functional specifications.
• Participate in quality assurance and user acceptance testing.
• Investigate production incidents and change requests to identify solutions and work with development team to implement solutions.
• Contribute generally as a member of the project delivery team to the successful delivery of approved project outputs.
• Performance Tracking, Management Reporting and Data Analysis
• Assist with the design and development of key tactical and operational reports within Sales and Services to drive business performance

Act as a liaison between the Sales and Service team and Analytics / BI.

• Drive the formulation of key strategic reporting for Sales and Services including Opsco, Manco and Exco / Board reporting, where applicable
• Optimize departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and execution dashboards
• Use historic data to actively drive capacity planning and workforce management
• Assist with the formulation of standardized performance scorecards for regional staff, aligned to key strategic initiatives. Ensure that identified metrics are measurable and tracked periodically
• Actively analyze internal and external data points, conduct root cause analysis and provide insights and solutions to key strategic initiatives and service delivery challenges NES feedback, Conversion Ratios

Maintain people practices in line with organizational guidelines, policies, culture and values

• Align own behavior with the organization culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the Change & Strategy team to ensure required service levels are delivered.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Track and resolve operational and performance variations
• Develop and encourage strong team work
• Identify potential inter-departmental problems and escalate them to higher levels

Experience, Knowledge & Skills Required

• Bachelors degree in Mathematics, Statistics or Engineering.
• 2 4 years experience in Business Intelligence environment.
• 1 2 years experience within Sales and Service Value Chain

Skills

Education

Closing Date

07 June 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.