Job Description

Lets Write Africa's Story Together!

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

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.

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

Take responsibility for implementing the business development strategy for a significant part of the organization. Formulate the strategy and identify, evaluate, and structure key transactions to ensure continued financial health and maximum value creation through the entire product life cycle. Transactions may involve alliances, collaborations, mergers and acquisitions, in- and out-licensing initiatives, and other activities.

Business Planning

Develop and propose annual business plans for a given area or department, ensuring alignment with strategy. Recommend financial and headcount budgets; propose business targets, for example, revenues or other key performance indicators (KPIs); and schedule key activities/projects, ensuring integration with other elements of the organization.

Recommendations

Provide integrated, long-term solutions and strategies for a significant area of responsibility, such as a function.

Leadership and Direction

Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these tenets and do extraordinary things to achieve local business goals.

Strategic Planning

Manage an element of the organization's strategic planning. This could involve being responsible for development or delivery or both.

Budgeting

Manage budget plans for a department. May involve development or delivery or both.

Performance Management

Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Organizational Capability Building

Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.

Skills

Action Planning, Adaptive Thinking, Agile Project Management, Commercial Acumen, Executing Plans, Legal Practices, Oral Communications, Policies & Procedures, Policy Development, Presenting Solutions, Strategic Planning, Strategic Prioritization

Competencies

Balances StakeholdersBuilds Effective TeamsBusiness InsightCommunicates EffectivelyCustomer FocusDrives ResultsFinancial AcumenManages Complexity

Education

Honours Degree (Hons)

Closing Date

23 June 2026 , 23:59

The Old Mutual Story!