Head : Operations Services

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

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Manage and implement the OMART Ensure business operating model to ensure improved business controls and supporting the growth and overall governance structures of the business

Manage and implement the OMART Insure business operating model

• Support the COO to deliver business targets and objectives and create a performance orientated culture

• Accountable for the overall operating model OMART Insure, including claims rejections, Saskia, controls improvement management , finance controls and reporting checking for OMART Insure Exco , and  special projects ,

• Determines and co creates business operational strategies by conducting:

  • needs assessments,

  • business performance reviews,

  • capacity planning,

  • and cost/benefit analyses.

  • defining user requirements.

  • productivity,

  • quality, and customer-service standards

Manage and ensure best practice delivery of customer experience standards nationally.

• Work with the current management team to identify and deliver better business efficiencies to improve customer experience.

• Build and maintain excellent relationships between own team and key internal and external stakeholders.

• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

• Ensure professional services are provided, where expectations are managed in terms of outcomes.

Continuous improvement in product, process and systems to deliver strategic advantage within the market

• Ensure process, product and systems optimisation is prioritised to deliver targeted strategic advantage.

• Establish and promote healthy vertical and horizontal business processes that ensure efficient and effective client delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the operating model for OMART Insure.

Drive change methodology and ensure implementation across all projects

• Ensure project and change initiatives meet objectives on time and on budget by increasing cell captive customer or employee adoption and usage

• Responsible for creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact cell captive and employees by increasing benefit realization, value creation, ROI and the achievement of results and outcomes.

• Provide support and coaching to all levels of managers and supervisors as they help their direct reports through transitions.

Ensure cost efficiency through financial and corporate governance

• Contribute to the development and implementation of fit for purpose budgets by weighing up costs and risks pertaining to workforce, technology, materials and equipment used.

• Effective budget compilation and control

• Manage supplier/vendor relationships, and budgets associated with projects.

• Deliver the allocated part of the operation within agreed budgets, service levels and business targets sales

• Keep within budget constraints for an annual period, monitor planned vs. actual, and report on cost efficiency.

Manage quality people practices

• Align own behaviour with the organisation culture and values.

• Demonstrate direct leadership – be on the “office floor” frequently enough for personal contact to be real and significant, and to provide a role model to staff

• Share and transfer product, process and systems knowledge to colleagues.

• Collaborate and work with the HR and IT teams to deliver required service levels.

• Actively share information with other team members regarding successes, issues, trends and ideas.

• Ensure training and development plans are maintained for all team members

• Manage the fair and consistent application of performance management and disciplinary measures as necessary

• Use company methodology, team input and own initiative to ensure attendance and retention targets are achievement

• Grade 12.

• FAIS Compliant (or studying towards compliance within 12 months).

• A relevant Tertiary Qualification (diploma or degree).

• 5 – 10 years working experience in non life Ops environment

• Applicable knowledge of non life insurance value chain

• Applicable knowledge and use of non life insurance systems

• 3 years’ experience in leading a large inbound or outbound sales call center.

• 5 years’ experience in managing a direct sales team.

• 2 – 3 years’ Project Management experience advantageous.

• Previous management experience in the operational setup of a new business function advantageous.

Skills

Action Planning, Agile Project Management, Change Management, Data Compilation, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Policies & Procedures, Professional Presentation, Project Delivery Management, Safety Management, Servant Leadership

Competencies

Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives Vision and PurposeEnsures AccountabilityFinancial Acumen

Education

NQF Level 9 – Masters

Closing Date

21 May 2025 , 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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