Job Description

Lets Write Africa's Story Together!

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

Manage the development and implementation of processes, systems, and infrastructure to ensure high quality and timeliness of operations in areas such as account services, international securities, transaction processing, and loan support/credit approval.

Responsibilities

Operations Management

Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).

Business Planning

Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators (KPIs); develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets.

Leadership and Direction

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

Performance Management

Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project/account team members and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of team/personal objectives.

Retail Service Operations

Manage day-to-day service operations, developing and/or delivering a plan and outcomes for a service operations area with guidance from senior colleagues.

Work Scheduling and Allocation

Develop medium- or long-term work schedules that enable the organization to achieve its business goals. Involves coordinating across multiple teams.

Improvement/Innovation

Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

Policy Development and Implementation

Develop procedures and interpret and apply policy for area of expertise to achieve specified outputs, or advise the wider business on application of policy, then monitor implementation of those procedures within the organization.

Recommendations

Recommend changes to policies, processes, standards, and practices that would improve operational support.

Internal Communications

Develop and/or deliver a plan for significant aspects of internal communications with guidance from senior colleagues.

Organizational Risk Management

Develop and/or deliver a contingency plan for significant aspects of the risk management and/or risk control processes.

Budgeting

Develop and/or deliver budget plans with guidance from senior colleagues.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Operational Compliance

Monitor and review performance and behaviors within area of responsibility to identify and resolve noncompliance with the organization's policies and relevant regulatory codes and codes of conduct.

The Role
We require an Operations Manager in our Fund Administration, Servicing and Operations team. The role is responsible for execution of tactical business plans at operational levels through other managers and their respective teams servicing retirement funds and other insurance related products offerings.

Minimum Requirements:

• Must be a Namibian;
• Hold a commerce or business degree (NQF Level 7);
• Honours (NQF Level 8) qualification would be advantageous;
• 3-5 years’ specialist and/or managerial experience within the financial services sector;
• The ability to guide, coach and mentor direct reports to ensure overall operational and strategic goals are met;
• Must be able to plan, organize and execute tasks at an operational and strategic level;
• Must be a team player and able to work independently without senior supervision; and
• Ability to work well under consistent pressure.

Duties and responsibilities will include:

• Operational Management & Execution
  • Execute operational plans through team leaders and managers.
  • Monitor service delivery performance and ensure adherence to Service Level Agreements across functions and service providers.
  • Identify and resolve operational bottlenecks and escalate critical risks.
• Customer Experience
  • Ensure high-quality, responsive, and client-centric service delivery across customer touchpoints.
  • Oversee complaints management processes and ensure timely resolution.
  • Drive continuous improvement initiatives to enhance customer experience.
• Governance, Risk & Compliance
  • Oversee and implement regulatory process controls (e.g., Anti-Money Laundering NAMFISA, FIMA-related obligations).
  • Ensure operational processes meet audit and regulatory standards.
  • Maintain strong control environments and risk mitigation processes.

• Stakeholder & Relationship Management
  • Manage key stakeholder relationships by engaging internal leadership and cross-functional teams, collaborating with external partners.

• People Leadership & Capability Development
  • 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 systems.
  • Implement digital transformation initiatives.
  • Implement system enhancements and operational projects.
  • Ensure Business continuity and operational resilience.

Skills

Competencies

Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial Acumen

Education

NQF Level 8 - Honours or Postgraduate Diploma or equivalent (Required)

Closing Date

06 July 2026 , 23:59

The Old Mutual Story!