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

PURPOSE OF JOB:

This role bridges the gap between training and operational delivery through effective coaching and upskilling methods aimed at improving service delivery while fostering critical skills required to deliver on customer/broker promises The continuous improvement coach will complete side by side evaluations with employees, identify opportunities for continuous improvement coaching, develop robust action plans and track improvement results.  The incumbent develops appropriate coaching and upskilling strategies across personal and commercial lines and is individually accountable for achieving results through own efforts and partnering with key stakeholders to align to business objectives.

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MAIN RESPONSIBILITIES:

Gap Analysis: Identify gaps in knowledge, skills, professionalism, process, proficiency and support enhancementsDocumentation: Create detailed coaching documentation for current and proposed improvements related to people, customer experience, system and operational processes.Collaboration: Work closely with stakeholders from sales and services, learning and development, quality control and shared services to support improvements centered around upskilling, professionalism and overall customer experience.Support: Provide ongoing coaching support and training to users post identifying gaps Continuous Improvement: Assist in the identification and implementation of continuous improvement coaching and action plans across business processes.Reporting: Generate and present reports on coaching interventions vs performance metrics and improvement efforts to management.Project Planning: Produce workstream or project plans, ensuring that all activities are identified, are appropriately organized to deliver project objectives, and comply with the organization's project management framework.Project Scope Definition: Manage the delivery of research, workshops, and other activities to support the specification and agreement of project deliverables.Stakeholder Management: Plan and deliver stakeholder engagement activities to develop effective working relationships for projectsand to ensure that stakeholder needs and concerns are identified and met.Requirements Management: Coordinate the identification and elicitation of requirements; conduct analysis of those requirements for completion and alignment; document and manage requirements Project Risk and Issue Management: Identify and evaluate risks, issues, dependencies, and constraints associated with the project, escalating matters where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these concerns.Project Reporting and Review: Draft project review reports and presentations, including key information, commentary, and recommendations, to support the review process and enable stakeholders to evaluate progress Project Team Management: Lead a small project team; communicate the necessary outcomes and the direction required to achieve them; coordinate team actions on project tasks; request additional team member support when needed; and identify areas of improvement to build the capability of the team through training, coaching, and mentoring.Continuous Improvement: Contribute to reviewing existing operations in own area of work, and generate new ideas to assist in Document Preparation,Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for reports.Project Closeout and Handover: Draft elements of product documentation and user training to support handover to business as usual. Contribute to post-project reviews and identification of lessons learnedPersonal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education and developmentLives Company Values: Displays a strong sense of our company values and implements them across national operations

REQUIREMENTS:

3 or more years’ experience in the role or similarNQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalentProject Management/Business Management or similar course

ADDITIONAL JOB RESPONSBILITIES:

Consults and collaborates with stakeholders to identify coaching and development needs and capabilities by conducting side by side needs analysisDevelops one on one and team coaching solutions that align with the organization’s strategic business goals and objectives and drive individual, team, and business performance.Designs and implements effective, innovative coaching programs using a variety of blended learning methods and appropriate digital learning technologies Evaluates and measures the effectiveness of coaching programs, the impact of solutions on the customer and business and makes recommendations for continuous improvements to enable successful business solutioning and execution of desired results.Develops and analyses appropriate coaching data using appropriate software tools (Outlook Excel/ PowerBI Dashboards, etc.)Present data, feedback and success to senior leadership to facilitate decision makingDevelops professional internal and external collaborative relationships and networks to ensure that the business needs are constantly being met and continuous feedback is provided.Stays up to date with industry trends and best practices

Manages several underwriting professionals. Reviews and ensures conformance with underwriting policies, guidelines, and procedures by subordinate underwriters. Recommends changes in underwriting policies and procedures. Underwrites the large or more complex risks or provides final approval for those underwritten by subordinates.

ResponsibilitiesUnderwriting Insurance Cases

Review and underwrite assigned new business and renewal cases within prescribed authority level, escalating unusual or complex cases to senior colleagues where appropriate.

Underwriting Automation

Carry out allocated research and analysis to support the development, testing, and improvement of automated underwriting processes and systems; recommend new functionalities and/or improvements that reduce cost and/or enhance underwriting effectiveness.

Organizational Risk Management

Ensure the organization is not exposed to undue risks by using risk management systems to achieve specific goals within a designated area of the business.

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.

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.

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.

Budgeting

Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization.

Document Preparation

Edit document in line with organizational style guidelines and prepare information for publication.

Financial Policies, Guidelines, and Protocols

Develop and deliver financial guidelines and protocols to ensure the company complies with regulations and good financial practice.

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.

Skills

Accounting, Budget Management, Change Management, Data Compilation, Executing Plans, Financial Acumen, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications, Policies & Procedures, Presenting Solutions, Professional Presentation, Risk Management, Servant Leadership

Competencies

Action OrientedBusiness InsightCommunicates EffectivelyDecision QualityEnsures AccountabilityFinancial AcumenInstills TrustManages Complexity

Education

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

Closing Date

03 April 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.

The Old Mutual Story!