Description In this role, you will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service's needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.This role manages a team in a technical environment, with some individual deliveries, and is individually accountable for achieving results through others, over periods of 3 months to one year.As a technical team leader in Foundation Market Group's business, the individual will be accountable to deliver on the business plan for the Operations team that was derived from the Business Unit strategy. The role manages a team in a highly technical and production environment, as well as coaching, mentoring, and driving the development of staff.Budget ControlManages an operational budget.Operational DeliveryAccountable for technical decision-making within the Foundation Market Operations team.Drive process design for functional area.Initiate continuous process improvements that are effective and efficient.Ensure complaints are actioned within SLA, reports/MI submitted to relevant stakeholders, conduct analysis and implement corrective actions/measures.Drive Root Cause Analysis (RCA) within the team to identify risks and corrective measuresImplement/enhance reporting and MI.Takes accountability for the implementation of a strand of an operational project.Extensive experience in day-to-day management.Manages daily operational (client service and or administrative) delivery.Deliver on key metrics contracted.Deliver business plan via disciplined execution.Quality AssuranceDelivers maintains and enhances service/work standards and quality of work within given processes.Ensures daily processing complies with all appropriate product, legislative rules, and requirements – desk audits.Drive quality metrics within the team.Identify trends out of QA and implement corrective actions (i.e. training, coaching, and mentoring).Governance & ComplianceAccountable for governance and compliance at an operational level.Drive IBAMS to mitigate risk factors.Develop and maintain all procedural documentation (SOPS/scripts/comms etc.)Ensure legislative changes are applied and entrenched in operational procedures.Ensures necessary control measures are in place.Manage and report on breaches.Relationship BuildingBuilds and manages external relationships.Establishes and maintains relationships with internal and external stakeholders.Collaborate with upstream and lateral functions to proactively mitigate risks and process improvements.Team EffectivenessAccountable for others' time, tasks, and output quality.Balances own priorities with directing and motivating others.Coaches and mentors staff.Creates a climate for optimal performance.Guides and directs staff to achieve operational excellence standards.Individually accountable for customer/client service delivery through the efforts of others.Manages performance.Plans and assigns work over the applicable period.Responsible for day-to-day feedback and review of performance.Requirements Matric or tertiary qualificationTechnical knowledge of OM products and systemsMinimum of 5 years of management experienceStrong problem-solving skillsSolutions drivenAbility to gain commitment of the teamAgility and flexibility to adapt to a changing environmentStrong planning and execution skillsSkillsAccountability, Decision Making, Interpersonal Effectiveness, Leading with Influence, Personal Mastery, Strategic, Taking Initiative, •Customer FirstEducationMatriculation Certificate (Matric) (Required)Closing Date08 May 2024
