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Service Business Lead Manager

Business:  Vitality RSA
Function:  Programme & Project Management (Non-Technical)
Date:  08-Apr-2021

Job Title

Service Business Lead Manager


Type of employment




Vitality SA



Key Purpose

  • The Service Business Lead Manager is required to lead a team of servicing business leads in delivering all Servicing requirements on key launch and strategic initiatives.
  • This involves ensuring that the team collaborates and works closely with cross-functional Development and Operational Teams to own and co-create user-centric customer and staff journeys allowing for the servicing teams to function at optimum level.
  • You will be required to deliver business value and address meaningful business problems and opportunities.
  • You will be required to develop and grow the Business lead team to be a dynamic unit to achieve Vitality
  • To lead a process of continuous improvement to gain operational efficiency and optimization in the Servicing and Ops Teams via the Vitality Centre of Excellence forum, where relevant business cases will be presented.


Key Outputs

  • You will be responsible for understanding and creating the service and operational vision, business case and operational spec for new and existing products.
  • You will be responsible for the service value proposition of the product and the work of the Development Team by managing the Product and Priority Backlog
  • Work with Product Management and business operations to understand and create the business case and product and servicing requirements
  • Work with Solution team to understand solution requirements such as costs, sizing and customer journey options
  • Work with Operational Team for operational readiness of the product 
  • Collaborate with Marketing Team to create product marketing and communications strategy
  • Work closely with the Development Teams to drive product delivery:
    • Act as the single decision maker giving direction to the team
    • Prioritize and manage the Servicing related Product Backlog


  • Responsible for reducing load in the Servicing environment by implementing innovative self-servicing enhancements
  • Responsible for driving and implementing process automation and creating efficiencies through new technology innovations
  • Responsible for researching and showcasing new and innovative technology and processes 
  • Staying abreast of national and international industry trends, best practice and standards of excellence.
  • Day to day support to the operational management teams to ensure optimal service delivery


  Personal Attributes and Skills

  • Ability to make prompt, clear decisions, which may involve tough choices and considered risks.
  • Exceptional interpersonal and networking skills at different levels.
  • Strong analytical ability with numerical and qualitative data.
  • Decision-maker with a solution-oriented approach that is able to identify, drive, and implement effective decisions.
  • Dynamic, strategically minded visionary who adapts to changing circumstances.
  • Identifies opportunities for continuous improvement in the organization.
  • Be a strong leader and coach to the Service Business lead team.
  • Strong organizational and interpersonal skills


Qualifications & Experience

  • 3 to 5 years of strong experience owning and delivering products and services
  • Ability to communicate effectively in multiple business areas (e.g., marketing, finance, operations, legal, systems etc.)
  • Background that comprises both solid business understanding as well as expert understanding of high-quality product delivery.
  • Certified Product Owner / Agile Practitioner
  • Experience in leading and managing a delivery team.



  • Excellent MS Office skills
  • Excellent presentation skills
  • Business case compilation



  • Consulting background
  • Business degree
  • Sigma qualification

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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