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Job Description

Olympus is seeking a dynamic and visionary Business Owner to lead the Customer Onboarding function. This crucial role will take ownership of Olympus’ business of origination, converting marketing interest (app downloads) into concluded ‘sales’ (new bank customers or new products for existing customers) through a seamless, efficient, and highly automated journey. The team will design, build and run customers’ first (and most complex) interaction with the bank as well as all subsequent product and credit onboarding. The Business Owner will be responsible for shaping the strategic direction of customer onboarding, optimising commercial outcomes, and delivering a superior customer experience. The function’s vision is to create, refine, and maintain the world's most advanced and automated onboarding process that wows customers, maintains simplicity and intuitiveness, and is incredibly cost-efficient.

KEY RESULT AREAS

Strategic and commercial Leadership:

Participate in the development of the overall bank customer experience strategy and digital channel strategy, including (sub)segment value management (opportunity, profitability and reporting) from concept to launch for retail and SME segmentsDevelop and articulate a clear vision and strategy for the Customer Onboarding function in line with the bank's broader goals.Set the direction for transforming onboarding into a world-class, fully automated, and customer-centric process.Drive revenue and cost efficiency by setting and monitoring targets for customer onboard success and unit costs trading off new build, running costs, and throughputManage a sizeable build and run budget ensuring sound governance, controls and outcomes

People and stakeholder leadership

Manage a squad that will build, deploy and refine onboarding technologies: Scrum Master, BAs, Solution Architect, Back and Front end engineers, QAs,Propose and establish framework for necessary contributions from various departmentsAccount for possible project challenges on constraints including, risks, time, resources and scope

Operational Excellence:

Oversee the end-to-end onboarding process, ensuring that it is streamlined, efficient, and cost-effective.Implement innovative solutions and technologies to automate as much of the onboarding process as possible while maintaining the highest security standards.    Continually monitor the onboarding landscape (in particular competitor activity) to understand how new payment technologies are evolvingDrive continuous improvement in the onboarding journey, aligning it with evolving customer needs and regulatory requirements.Collaborate with the team on the process to design, build, manage and continue to grow an internal and external digital platform and ecosystem, tapping into competencies across and beyond the organization (inclusive of an external partner network) to apply digital technologies to the businessAssist and define data ingestion processes and standards to best ensure good quality data and align with BI requirements.Continuously monitor and analyze key performance indicators to identify bottlenecks and areas for improvement.

Customer Experience:

Champion the customer-centric approach to onboarding, focusing on delivering a wow-worthy experience for every customer.Work closely with UX/UI teams to ensure that the onboarding journey remains simple, intuitive, and user-friendly.Collaborate with product teams to seamlessly integrate product selection and credit onboarding into the customer journey.Ensure that customers have a rich understanding of available products and services, aligning offerings with their needs and preferences.

Compliance and Risk Management:

Collaborate with the compliance and legal teams to ensure that onboarding processes meet all regulatory requirements, including identity verification, fraud prevention, and anti-money laundering screening.

ROLE REQUIREMENTS

Postgraduate degree in business, technology or a related fieldProven experience in a leadership role within the banking or fintech industry, preferably with a focus on digital customer onboarding.Strong strategic thinking and analytical skills.Exceptional leadership and team management abilities.Proficiency in understanding and implementing regulatory requirements especially related to onboarding.Experience with automation, technology, and data analytics in a financial services context.

COMPETENCIES

Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

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.

Skills

Education

Closing Date

03 July 2024

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.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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