Journey Lead: Customer Onboarding

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

Job Description

 

The Journey Lead is responsible for leading and delivering transformational customer journeys across OMIX Servicing. This role involves aligning strategic objectives, driving collaboration across cross-functional teams, and ensuring the execution of innovative solutions to enhance customer experiences. The Journey Lead plays a pivotal role in identifying opportunities for improvement, fostering a customer-centric culture, and embedding agile practices within the organization.

The Customer Onboarding Journey Lead defines and continuously improves the end-to-end process for both new and existing business applications by aligning cross-functional teams on shared goals and performance metrics, identifying and prioritizing pain points and opportunities, leading initiatives to enhance customer satisfaction and engagement, and reporting on key performance indicators.

Journey Management

• Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.
• Utilize data and insights to identify pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.
 

Agile Implementation

• Embed agile methodologies within teams to enable iterative development and faster delivery of improvements.
• Act as a champion for agile practices and facilitate agile ceremonies such as stand-ups, retrospectives, and planning sessions.
 

Stakeholder Engagement

• Build strong relationships with cross-functional teams, including product, technology, operations, and marketing.
• Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.
 

Technical Process Delivery

• Ensure compliance with legislative requirements such as the PF Act, Income Tax Act, and POPI Act.
• Identify and implement best practices consistently.
• Follow and enforce technical policies, SOPs, and fund rules.
• Manage service delivery, ensuring adherence to service promises, case management, and SLAs.
• Monitor and react to feedback to maintain quality assurance.
• Conduct gap and root cause analysis to drive process improvements.
• Oversee business plans and special projects, ensuring smooth execution.
• Allocate resources effectively, assigning the right jobs to the right individuals.
• Adapt quickly to changing circumstances and implement agile execution strategies.
• Resolve complex technical and administrative issues.
 

Control Environment
• Maintain and update control libraries to prevent non-compliance.
• Identify, log, and mitigate risks within the operational framework.
• Ensure strict adherence to standard operating procedures and protocols.
• Track, raise, and resolve audit-related issues to maintain compliance.

Communication
• Manage inbound and outbound communications effectively.
• Handle enquiries, escalations, and complaints efficiently.
• Develop and deliver presentations and workshops as needed.

• Explain complex concepts in a client-friendly way.

Data (MIS) and Reporting
• Monitor and act upon management information for performance improvement.
• Diagnose and resolve workflow issues effectively.
• Plan and allocate work based on skills and competency matrices.
• Generate accurate statistical and progress reports to support decision-making.
• Data-driven decision-making and prioritisation.
 

People Leadership

• Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the journey.
• Manage direct reports in accordance with internal policies and procedures.
• Full suite of people management (i.e. capacity planning, recruiting, goal setting, performance management, coaching, employee wellbeing, employee skills matrix and learning, recognition, ad hoc items etc).

Performance and Capability Building

• Set performance objectives for teams and provide feedback to ensure alignment with strategic priorities.
• Identify capability gaps within teams and implement development plans to address them.
• Mentor and coach team members to enhance their professional growth.
 

Risk and Compliance Management

• Proactively identify risks associated with customer journeys and implement mitigation strategies.
• Ensure compliance with organizational policies, procedures, and relevant regulatory requirements.
 

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)
• Matric, and or Degree, or a related field.
• Knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL, etc. 
• Minimum of 5 years’ experience in a leadership role, with a focus on customer journey management, customer experience, service design, or technical operations.
• Proven track record of implementing Agile methodologies within teams, with demonstrated experience leading cross-functional squads.
• Strong stakeholder management skills, including collaboration with internal teams and external partners.
• Demonstrated ability to leverage data-driven insights to enhance processes, improve customer satisfaction, and drive operational efficiency.
• Proven experience working with and understanding the sales distribution channels.
• Solid knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL, etc.
• Proven working knowledge of MFC and PF product administration systems, including Bancs, Bizagi, CMOS, BPM, and Vantage.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
• Degree in Business Administration or a related field.
• Deep understanding of customer needs, behaviours, and pain points.
• Familiarity with journey mapping, persona, development, and design thinking 
• Customer experience and Design Thinking certifications e.g. Certified Customer Experience Professional.
• Agile or Scrum certification.
• Experience in driving digital transformation initiatives.
• Proven understanding and hands-on experience in managing functions such as New Business, Existing Business Quotes, Case Management & Tele-Interview, Medical Fees, and/or New Business Fraud teams.
• Strong familiarity with regulatory requirements, including Anti-Money Laundering (AML) and Foreign Account Tax Compliance Act (FATCA) obligations.

Skills

Action Planning, Agile Implementation, Agile Project Management, Capability Management, Change Management, Communication, Compliance Risk Management, Executing Plans, Journey Management Plan, Legal Practices, Management Information System (MIS) Reporting, Occupational Safety and Health, Oral Communications, Performance Management (PM), Policies & Procedures, Process Delivery, Professional Presentation, Project Delivery Management, Regulatory Compliance Management, Safety Management, Servant Leadership, Stakeholder Management, Technical Delivery

Competencies

Builds Effective Teams

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Results

Ensures Accountability

Financial Acumen

Education

Bachelor Of Laws (LLB) (Required), Matriculation Certificate (Matric) (Required)

Closing Date

09 May 2026 , 23:59

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.

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