Old Mutual
DUE: 11 FEB 2025
Job Description
Leading the Shared Services Operations function comprising Group Transformation Office, Group Business Continuity Management & Crisis Management Department, Group Health & Safety Department and other Group Operations Support Services (Security Services, Fleet Management, Stores Management & Support Staff)
Key Responsibilities
- Provide oversight over the management of business risk and compliance by being the focal point for internal control environment matters from a first line of defense perspective (internal audit liaison, coordinate resolution of control matters, etc.);
- Providing oversight for the Strategic Change/ Business Transformation Office to ensure that there is maximum change adoption, drive faster adoption, higher utilization and proficiency across the group and improve/ increase benefit realization, value creation, ROI and the achievement of results and outcomes through collaboration for cross functional teams;
- Coordinating the enterprise-wide Business Continuity Management and Crisis Management programs for the group through a network of coordinators/ teams in the various business units across the Group; and
- Overseeing the effective management of other operations support and administration activities including Health & Safety, Security Services, Fleet Management, Stores Management and Support Staff;
- Supporting the office of the Group Chief Customer and Operations Officer – alternate for key engagements (meetings, committees, etc), preparation and submission of stakeholder reports (management and Board)
Qualifications and Experience
- At least relevant Bachelors’ Degree: e.g. Administration, Risk Management, Computer Science/Information Systems or equivalent.
- A Post Graduate Degree in relevant field e.g. MBA/ MBL is an added advantage
- Relevant professional qualifications e.g. CA, Risk Management, Audit, etc
- At least 5 years of financial services business experience in a Senior Management Role
Attributes / Competencies
- Strategic
- Collaboration (Relating)
- Leading with influence
- Customer First
- Execution
- Innovation (Perspective)
- Personal Mastery (Learning)
Skills Competencies
- Builds Effective Teams
- Builds Networks
- Business Insight
- Collaborates
- Communicates Effectively
- Customer Focus
- Drives Vision and Purpose
Ensures Accountability
Manages activities of a team of customer service consultants, ensuring effective delivery of service to all levels of internal and external customers. Handles customer complaints and escalations. Maintains a positive, productive service environment
Resolving Customer Issues
Craft and cascade messaging and next steps for the most commonly raised customer issues.
Customer Service
Manage a large customer service area, planning and organizing activities within the area in order to meet customer service standards. Likely to be working through a team of managers and supervisors.
Customer Relationship Development / Prospecting
Develop and implement a relationship management plan for strategic, complex potential accounts to build key relationships at local and national levels. Coordinate the engagement of own organization with the customer organization to ensure effective two-way flow of information and resolution of issues.
Leadership and Direction
Identify and communicate the actions needed to implement the function’s strategy and business plan within the business area or department; explain the relationship to the broader organization’s mission, vision, and values; motivate people to commit to these tenets and do extraordinary things to achieve local business goals.
Performance Management
Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
Customer Relationship Management / Account Management
Develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
Customer Needs Clarification
Set clear objectives for each sales call; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision-makers and influencers within the customer organization; gather and analyze relevant information; and gain agreement to a statement of customer requirements.
Operational Compliance
Monitor and review performance and behaviors within area of responsibility to identify and resolve noncompliance with the organization’s policies and relevant regulatory codes and codes of conduct.
Customer Relationship Management (CRM) Data
Oversee the implementation and maintenance of the CRM system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.
Internal Client Relationship Management
Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.
Work Scheduling and Allocation
Develop medium- or long-term work schedules that enable the organization to achieve its business goals. Involves coordinating across multiple teams.
Organizational Capability Building
Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
Operations Management
Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).
Budgeting
Develop and/or deliver budget plans with guidance from senior colleagues.
Skills
Backlog Management, Building Trust, Business Strategies, Client Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Relationships, Customer Service, Customer Understanding, Executing Plans, Oral Communications, People Management, Policies & Procedures, Risk Management, Sales Software, Strengthening Customer Relationships
Competencies
Action Oriented
Builds Effective Teams
Builds Networks
Business Insight
Communicates Effectively
Customer Focus
Ensures Accountability
Interpersonal Savvy
Education
Master of Business Administration (MBA) (Required)
TO APPLY
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