Team Leader: Financial Changes

Lets Write Africa's Story Together!

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

Job Description

Manages a small to medium-sized team of advisors to develop, maintain, and leverage relationships with prospective and existing clients to stimulate and manage demand for financial products and services.

Responsibilities

Leadership and Direction

Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.

Customer Relationship Management / Account Management

Develop and implement a relationship management plan for 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. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

Sell Customer Propositions

Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer's needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer's agreement.

Sales Opportunities Creation

Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Promoting Customer Focus

Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.

Key Account Management

Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer inquiries while helping senior colleagues manage and maintain customer relationships.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Budgeting

Track budgets and report variances to more senior colleagues.

Organizational Capability Building

Provide coaching to team members to develop their skills.

Duties and Responsibilities

• Own and manage end-to-end financial servicing and financial changes journeys across assigned products and

services.

• Design and continuously improve customer and adviser journeys relating to financial transactions and policy

servicing changes.

• Identify customer, adviser, and operational pain points and implement solutions to improve service delivery

and customer outcomes.

• Ensure financial servicing processes are simple, efficient, customer-centric, and compliant.

• Collaborate with stakeholders across:

o Distribution Channels

o Product

o Customer Service

o Finance

o Money Collection

o AML/FATCA

o Risk and Compliance

o IT

o Operations

• Define clear accountability across all servicing activities through process mapping and RACI frameworks.

• Facilitate operational governance forums and stakeholder engagements.

• Drive effective handoffs and coordination across servicing teams.

• Analyse operational and customer data to identify improvement opportunities and root causes of service

failures.

• Monitor trends relating to:

o Service turnaround times

o Processing accuracy

o Rework volumes

o Customer complaints

o Escalations

o Digital adoption

o Staff productivity

o SLA adherence

• Develop business cases and drive prioritization of servicing improvements.

• Implement continuous improvement initiatives using Agile methodologies.

• Drive automation opportunities and increase Straight Through Processing (STP) across financial servicing

processes.

• Promote digital servicing solutions and self-service capabilities.

• Act as an advocate for customers and advisers by incorporating feedback into process and service

improvements.

• Define and monitor operational KPIs and service performance measures.

• Lead, coach, and develop high-performing servicing teams.

• Conduct performance management, talent development, and workforce planning activities.

• Manage capacity, workload allocation, and delivery performance.

• Resolve complex customer, adviser, and operational escalations.

• Ensure adherence to operational controls, policies, and standard operating procedures.

• Identify and mitigate servicing, operational, and regulatory risks.

• Maintain risk registers and support audit and compliance activities.

• Ensure compliance with Namibia legislative and regulatory requirements, including:

o AML

o FATCA

o CRS

• Champion Agile ways of working and facilitate continuous improvement practices.

• Provide regular reporting and insights to leadership and stakeholders on servicing performance and value

delivery.

Minimum Requirements

• Relevant Bachelor's Degree in Business, Commerce, Finance, Operations Management, or a related field.

• Agile, Lean, Continuous Improvement, Six Sigma, or Project Management certification (advantageous).

• Minimum 5–8 years' experience within Financial Services Operations, Policy Servicing, Customer Operations,

Insurance Administration, or Financial Administration environments.

• Minimum 3 years' experience leading operational teams.

• Proven experience managing financial servicing or policy administration processes.

• Strong understanding of customer servicing operations and financial transactions.

• Experience leading cross-functional delivery initiatives and stakeholder engagement.

• Strong analytical and problem-solving skills.

• Experience using operational data and KPI reporting to drive business outcomes.

• Sound understanding of risk, governance, and compliance requirements within financial services.

• Knowledge of AML, FATCA, and related legislation (advantageous).

• Strong communication, stakeholder management, and influencing skills.

• Advanced planning, prioritization, and operational management capability.

• Demonstrated ability to lead change and drive continuous improvement.

• Customer-focused with a strong commitment to operational excellence.

Skills

Building Trust, Change Management, Client Needs Assessments, Commercial Acumen, Consultative Selling, Customer-Focused, Customer Service, Customer Understanding, Direct Selling, Executing Plans, Identifying Customer Needs, Identifying Sales Opportunities, Sales Software, Strengthening Customer Relationships, Upselling

Competencies

Builds Networks

Business Insight

Collaborates

Communicates Effectively

Customer Focus

Demonstrates Self-Awareness

Develops Talent

Drives Results

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

02 October 2026 , 23:59

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