Lets Write Africa’s Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
JOB SUMMARY
The Senior Manager, Shared Services is a key executive management team member overseeing the bank’s ongoing operations, ensuring operational efficiency, compliance, and strategic execution. The role works closely with the Head of ICT and Innovation, along with other executives to drive organisational goals, optimise processes, and foster a culture of innovation and operational excellence.
KEY TASKS AND RESPONSIBILITIES
Strategic Leadership: Collaborate with the CEO and executive team to develop and implement the bank’s strategic plan. Translate the bank’s vision into actionable operational plans. Drive performance and growth strategies aligned with corporate objectives.
Operational Excellence: Oversee all operational aspects of the bank, including branch operations, digital banking operations, back-office processing, and customer service. Implement process improvements to enhance efficiency and reduce costs. Ensure robust operational controls and compliance with internal policies and external regulations.
Risk and Compliance: Work closely with the risk and compliance teams to identify and mitigate operational risks. Ensure adherence to regulatory requirements, AML/CFT guidelines, and industry best practices. Support business continuity planning and disaster recovery processes.
Technology and Innovation: Drive the adoption of technology to improve banking services and operational efficiency. Oversee the implementation of digital transformation projects. Stay abreast of industry trends and emerging technologies.
Customer Experience: Enhance customer satisfaction by streamlining processes and improving service delivery. Address operational issues impacting customer relationships promptly and effectively.
Team Management: Build and lead high-performing teams to achieve operational objectives. Foster a culture of accountability, innovation, and continuous improvement. Mentor and develop leaders within the organization.
Performance Monitoring: Establish key performance indicators (KPIs) to track operational performance. Regularly report operational progress and challenges to the CEO and Board. Ensure alignment of operational activities with the bank’s financial goals.
Stakeholder Engagement: Collaborate with internal and external stakeholders, including regulators, vendors, and strategic partners. Represent the bank in industry forums and events.
Anti-money Laundering (AML) expectation: The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.
Key Performance Indicators (KPIs):
- Operational cost efficiency ratio.
- Customer satisfaction (Net Promoter Score or equivalent).
- Compliance adherence and audit outcomes.
- Turnaround time for key processes (e.g., loan approvals, account openings).
- Employee engagement and retention within operational teams
SKILLS AND COMPETENCIES
- Strong leadership and decision-making abilities.
- Excellent analytical and problem-solving skills.
- Effective communication and interpersonal skills.
- In-depth knowledge of banking regulations, risk management, and compliance.
- Ability to manage change and drive innovation in a dynamic environment.
KNOWLEDGE & EXPERIENCE
- 10+ years of progressive leadership experience in banking or financial services.
- Proven track record in operations, strategy execution, and managing cross-functional teams.
- Experience with digital banking, fintech integration, or technology-driven transformation is a plus.
QUALIFICATIONS
- Bachelor’s degree in business administration, Finance, or a related field.
- An MBA or equivalent advanced degree is preferred.
- Lean Six Sigma Black Belt Certification
- Project Management Certification (PMP).
Ensures that general insurance claims are handled expeditiously and in a professional manner thereby meeting the customer expectations. Manages the claims function with a team of claims assessors and negotiators. Develops the claims policy, procedures, and practices. Evaluates risks with claims, coverage complexity, and those in excess of field approval limits. Provides counsel regarding claims evaluation and coverage.
Responsibilities
Insurance Claims Evaluation
Investigate the circumstances of complex, high-value claims and the nature and extent of clients’ losses. Review and evaluate information gathered using own expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability. Negotiate settlement of insured losses in line with delegated authority.
Insurance Claims Administration
Review and analyze very complex, high-value insurance claims in line with the organization’s claims policies, procedures, and customer service standards. Initiate specialist investigations and engage loss adjusters and/or subject-matter experts where appropriate. Authorize claims within delegated authority and refer complex or unresolved issues to line manager.
Fraud/Financial Crime Management
Develop and deliver specialized fraud prevention and monitoring activities for an area of operations, in line with the organization’s fraud management policies and procedures, to enable the prevention of fraud and enable the initiation of loss mitigations and fraud investigations.
Fraud/Financial Crime Investigation
Investigate cases of suspected fraud or financial crime. Identify lines of inquiry, and gather and retain information and physical or electronic evidence to support criminal investigation and/or legal action, engaging specialist investigators or subject-matter experts where necessary. Review the evidence gathered and recommend appropriate action to the organization.
Fraud/Financial Crime-Management Systems Development
Research and identify fraud trends and emerging risks, contribute to the drafting of fraud prevention policies and procedures, and identify opportunities for new and/or improved anti-fraud systems functionalities to support the development of fraud/financial crime prevention strategies, policies, procedures, and monitoring systems.
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.
Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
Financial Policies, Guidelines, and Protocols
Develop and deliver financial guidelines and protocols to ensure the company complies with regulations and good financial practice.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization’s performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
Solutions Analysis
Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
Regulatory and Compliance Management
Investigate all kinds of incidents and reports and provide expert advice to more senior colleagues. Minimize risk exposures and ensure adherence with regulatory standards by working with all internal functions to make sure compliance programs are properly implemented.
Organizational Capability Building
Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
