Manager: Service Design & Process Transformation

In brief

**Overview** This role, Manager: Service Design & Process Transformation, at Momentum Metropolitan Holdings, involves driving the design and implementation of service models and business process optimisation. The primary goal is to create a differentiated, digitally enabled, and harmonised client experience through the redesign of existing processes, design of new ones, and support for product development initiatives, all while championing continuous improvement and working within an ecosystem modernization programme. **What you will do** * **Service Model Design & Implementation:** * Support the end-to-end design and implementation of service models to enable a differentiated, digitally enabled and harmonised client experience across the business. * Facilitate the translation of client experience strategies into practical service design blueprints, processes, governance, and performance measures. * Monitor adoption of service designs that are scalable across product lines. * Work with key stakeholders to ensure alignment between service design, operational capabilities, and business strategy. * Facilitate business and process transformation workstream activities product, commercial, operations etc for the ecosystem modernization programme. * Facilitate structured design workshops for service model design and implementation. * **Business Process Design & Optimisation:** * Manage and execute the Business Process Optimisation roadmap for the business, ensuring that all processes in the business are documented. * Facilitate the design and redesign of high-impact business processes e.g., client onboarding, claims, administration, servicing etc. * Identify and redesign business processes to remove process inefficiencies, bottlenecks, duplication, and waste. * Ensure business processes are scalable, compliant, and digital-first. * Champion continuous improvement culture across the organisation. * Define and track process performance metrics KPIs: Cycle time, Cost-to-serve, First-time-right rates, Experience indicators, Digital adoption and self-service usage, Process efficiency gains, etc. * **Product Design Support:** * Provide business process and service design support to commercial product design and enhancement initiatives. * Collaborate with product, actuarial, servicing and commercial teams to design business processes and service models aligned to product features, pricing logic, strategic objectives and service constructs. * Ensure business processes and service models supporting new and enhanced products are designed with serviceability, operational efficiency, and customer value in mind. * Support the development of clear product-service integration models. * **General Responsibilities & Deliverables:** * Document and maintain enterprise-wide business processes taxonomy. * Facilitate the design and redesign of business processes aligned to the standardised process frameworks and methodologies and Momentum Corporate’s strategic objectives. * End-to-end redesigned of existing business processes and design of new business processes aligned to product development and product enhancements. * Document and manage Automation pipeline and delivery roadmap. * Process performance dashboards and reporting. * Preparation of business transformation impact reports efficiency, cost, etc. * Collaborate with stakeholders to identify and understand strategic goals/objectives, the interdependencies between projects and opportunities for enhancement of Momentum Corporate’s business processes. * Working with the key stakeholders, development of Business Cases, designing business processes and service models, as well as data analytics capabilities and reporting aligned to strategic objectives. * Maintain an expert level of understanding of business needs. * Be informed of the latest legal, governance and tax related developments that may impact area of accountability. * Be a driver of change in the context of service design, business process optimisation and ecosystem modernisation. * Participates in SCRUM ceremonies and work within the SCRUM / Agile framework adopted by Momentum Corporate. * Regularly provide status updates and reports to relevant stakeholders. * Ongoing monitoring of effectiveness and efficacy of business processes, including monthly and quarterly reporting as is required by the business. **Requirements (from the original advert)** * Post graduate qualifications in Business, Information Technology or related field / Business Analysis diploma. * 3+ years of experience in an insurance or financial industry environment with experience in employee benefits client service and product management / implementation beneficial. * 5+ years’ experience in the insurance, employee benefits or another B2B2C industry with experience in business process design and optimisation, client journey mapping is essential. * Knowledge and experience of business systems, service models and product management. * Experience supporting enterprise-scale service model design or implementation initiatives will be an advantage. * Exposure to business process design supporting product design and implementation, preferably in complex or regulated environments e.g., financial services, insurance, telco will be an advantage. * Experience working across business, actuarial, product, and technology domains. * Experience in process performance monitoring and reporting, user adoption and performance metrics is essential. * Design Thinking and facilitation experience is essential. * SCRUM / Agile experience. * Strong project management capabilities and experience building business cases. * Strong track record for driving change through collaboration, building relationships and trust and obtaining buy-in from key stakeholders. * Proven track record and passion for identifying business process inefficiencies and opportunities for implementing solutions for business process optimisation. * Product knowledge and product development frameworks **Who should apply** The ideal candidate is someone with post-graduate qualifications in Business, IT, or a Business Analysis diploma, possessing a minimum of 5 years of experience in insurance, employee benefits, or a B2B2C industry, with essential skills in business process design, optimisation, and client journey mapping. They should have experience working across various business domains (actuarial, product, technology) and possess strong project management and business case development capabilities. Essential skills include Design Thinking, facilitation, and experience in process performance monitoring. The role requires someone who can drive change through collaboration, identify process inefficiencies, and implement optimisation solutions. Experience with SCRUM/Agile frameworks is beneficial. Key competencies include accountability, adaptability, strong communication, problem-solving, service excellence, organisation, attention to detail, process engineering expertise, a goal-oriented and proactive approach, the ability to see the bigger picture, enhanced interpersonal skills, and client orientation. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/manager-service-design-process-transformation-momentum-metropolitan-holdings-limited Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 3 years of experience.

• Project management
• Agile / Scrum

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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