Head - Customer Proposition

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

This function is accountable to lead the crafting, defining, owning and enabling the end-to-end Servicing Experience of the customer across the Servicing Portfolio and across engagement channels / products / segments.

The incumbent will be individually accountable for achieving results through own team and by collaborating with others within OMiX and the broader OML Group over periods of 2+ years

• Custodian of the Servicing Experience for the Customer proposition including accountability for the E2E Customer Servicing Proposition.
• Stays abreast of consumer industry and market trends, including competitor activity, through best practice and thought leadership
• Accountable for management of Digital Workforce
• Understand key drivers of cost and ensure synergies, including
• Responsibility for sign-off of design as it relates to servicing customer solutions
• (technology / automation / process)
• Contracting requirements with Enablement / Technology business requirements
• Set requirements and informs the backlog and prioritization for any agile implementation across the value chain
• Defines and enables / executes the Servicing Experience Model for Customer
• Responsible for managing the operational budget of the Portfolio and meet ROI
• Accountable for delivery of the outcomes in terms of change in the portfolio and driving / executing against prioritization
• Responsible for SIP budget for this Portfolio and traction of ROI
• Responsible for understanding business need / defines the problem accountable for the development / execution of Business Cases related to the Servicing Customer proposition
• Stakeholder engagement, alignment, and management (Engagement Leads, Customer Outcomes, Segment, Product etc.
• Accountable for defining and delivery against Customer Measures (based on Customer promises)

• Ensure that all changes are well considered and within the framework of the Servicing proposition
• Product
• Customer Legislative requirements
• Compliance / Risk

• Accountable for Servicing customer outcomes
• Help me purchase (direct)
• Help me claim
• Help me amend or change my policy
• Hel me access my saving or refund
• Indexing requirements / assessment
• Help me with your digital service / rewards

Leadership effectiveness

• Drive the cultural shift and orientation across the value chain to be customer led and externally orientated
• Role model client centric behaviour and demonstrates Management & Leadership Effectiveness
• Align others to best practice and set standards of excellence
• Define performance parameters and measurements for area under supervision, including specific service transaction NPS, etc
• Manage the teams that delivers the Service Experience for Customer
• 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

Ensure that the business unit is compliant with Group Governance Framework, Segment strategy and operating model and any statutory legislation and regulations

Minimum Qualifications / Experience (Required For The Job)

NQF 8

Preferred Qualification: Relevant post graduate degree

Experience

5-10+ 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

Skills

Accountability, Business Execution, Learning and Development (L&D), Sustainability, Talent Management, Target Operating Model

Education

Closing Date

08 February 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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.

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