General Manager: Retail Operations

Responsibilities

• Functional Strategy Formation
• Lead the development and implementation of strategy for an important area of responsibility within a function, anticipating complex issues, challenges, and opportunities and ensuring integration with wider functional strategy.
• Strategy Formation and Implementation
• Develop the strategy for a significant area of responsibility, such as a function, anticipating complex issues, challenges, and opportunities. Ensure the strategy is successfully implemented and meets medium-term business needs.
• Policy Development and Implementation
• Develop functional or operational policies and help develop policy frameworks for area of responsibility or department. Take responsibility for creating underlying procedures and monitoring their implementation.
• Business Development
• Business Planning
• Recommendations
• Provide integrated, long-term solutions and strategies for a significant area of responsibility, such as a function.
• Leadership and Direction
• Identify and com

Benefits

Additional Information

Lets Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description Duties and responsibilities... Operational Leadership & Execution Drive execution of operational plans through team leaders and managers. Monitor service delivery performance and ensure adherence to SLAs across functions and service providers Identify and resolve operational bottlenecks and escalate critical risks Lead and oversee end-to-end retail operations, including: New Business & Underwriting Money collection/management Policy Administration & Servicing Customer Experience Operational Risk and Compliance Customer Experience Ensure high-quality, responsive, and client-centric service delivery across all customer touchpoints Oversee complaints management processes and ensure timely resolution Drive continuous improvement initiatives to enhance customer experience Governance, Risk & Compliance Provide oversight of regulatory and compliance requirements (e.g., AML, NAMFISA, FIMA-related obligations) Ensure operational processes meet audit and regulatory standards Maintain strong control environments and risk mitigation processes Strategic Projects & Transformation Participate in and leverage cross-functional and group strategic forums for the OMLAC Retail businesses Formulate and drive the retail operations and client administration strategy to optimize operational efficiency, enhance service delivery, and improve customer and intermediary outcomes. Lead and contribute to business transformation initiatives. Reduce costs and improve efficiency Stakeholder & Relationship Management Manage key stakeholder relationships by engaging internal leadership and cross-functional teams, collaborating with external partners. People Leadership & Capability Development Lead and manage a multidisciplinary team across operations and servicing Drive performance management, coaching, and development of team members Build capability within the team to support evolving business needs and regulatory requirements Technology and Systems Management Partner with IT to optimize core insurance systems Implement digital transformation initiatives Implement system enhancements and operational projects Ensure Business continuity and operational resilience Minimum Requirements... Namibian Citizenship; Tertiary Qualification, NQF level 8, is essential; Minimum 5-8 years' experience in Financial Services environment; Experience must include management of managers; Must have a strong client focus, with enterprise innovation; Excellent relationship management skills; Excellent communication skills; Ability to gain commitment and buy-in from other stakeholders; Excellent planning and organizing skills; Must have excellent technical knowledge; and Be team orientated. Guides the business units in developing OML's business strategy, translating the business strategy into the corporate plan and implementation plans with performance targets. Monitors the execution of the strategy and plans, evaluates and consolidates business performance reports based on the inputs provided by the business units and reporting on the business performance.

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