Journey Lead - Financial Changes

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Job Description The Journey Lead is responsible for leading and delivering transformational customer journeys across PF Financial Changes. This role involves aligning strategic objectives, driving collaboration across cross-functional teams, and ensuring the execution of innovative solutions to enhance customer experiences. The Journey Lead plays a pivotal role in identifying opportunities for improvement, fostering a customer-centric culture, and embedding agile practices within the organization.

The Financial Changes Journey Lead defines and continuously improves the end-to-end process for both new and existing business applications by aligning cross-functional teams on shared goals and performance metrics, identifying and prioritizing pain points and opportunities, leading initiatives to enhance customer satisfaction and engagement, and reporting on key performance indicators.

Job Description Journey Management

• Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.
• Utilize data and insights to identify pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.

• Embed agile methodologies within teams to enable iterative development and faster delivery of improvements.
• Act as a champion for agile practices and facilitate agile ceremonies such as stand-ups, retrospectives, and planning sessions.

• Build strong relationships with cross-functional teams, including product, technology, operations, and marketing.
• Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.

• Ensure compliance with legislative requirements such as the PF Act, Income Tax Act, and POPI Act.
• Identify and implement best practices consistently.
• Follow and enforce technical policies, SOPs, and fund rules.
• Manage service delivery, ensuring adherence to service promises, case management, and SLAs.
• Monitor and react to feedback to maintain quality assurance.
• Conduct gap and root cause analysis to drive process improvements.
• Oversee business plans and special projects, ensuring smooth execution.
• Allocate resources effectively, assigning the right jobs to the right individuals.
• Adapt quickly to changing circumstances and implement agile execution strategies.
• Resolve complex technical and administrative issues.

• Maintain and update control libraries to prevent non-compliance.
• Identify, log, and mitigate risks within the operational framework.
• Ensure strict adherence to standard operating procedures and protocols.
• Track, raise, and resolve audit-related issues to maintain compliance.

• Manage inbound and outbound communications effectively.
• Handle enquiries, escalations, and complaints efficiently.
• Develop and deliver presentations and workshops as needed.
• Explain complex concepts in a client-friendly way.

• Monitor and act upon management information for performance improvement.
• Diagnose and resolve workflow issues effectively.
• Plan and allocate work based on skills and competency matrices.
• Generate accurate statistical and progress reports to support decision-making.
• Data-driven decision-making and prioritisation.

• Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the journey.
• Manage direct reports in accordance with internal policies and procedures.
• Full suite of people management (i.e. capacity planning, recruiting, goal setting, performance management,…