Old Mutual – Retail Mass Market Division
Project - Technology Solution for Advisers (Biometric Straight‑Through Processing)
A full digital transformation programme replacing manual, paper‑based adviser processes with biometric straight‑through workflows.
Type of Project Digital sales enablement, operational redesign, process automation.
Technology Used Biometric signature pads, digital workflow automation, enterprise process library.
Subject Matter Expertise Insurance sales processes, adviser operations, union negotiation, organisational redesign.
Client Brief Digitise adviser sales processes, reduce administrative overhead, eliminate paper submissions, and manage organisational impact.
Solution Delivered Designed and implemented a biometric straight‑through processing solution, created a full process library, led organisational redesign, and managed union negotiations during workforce transition.
Old Mutual Operations – Kenya
Project - Pan‑African Insurance Administration Platform & Data Hub Strategy
A multi‑country initiative to design a scalable, low‑cost administration platform and shared African data hubs.
Type of Project Vendor selection (RFI/RFP), platform design, data architecture, pilot deployment.
Technology Used Cloud-based data hubs, light administration backend, scalable multi‑country architecture.
Subject Matter Expertise Insurance administration, African regulatory requirements, data architecture, vendor evaluation.
Client Brief Create a low-cost administration system, consolidate historic data, standardise requirements across 12 countries, and appoint a global vendor.
Solution Delivered Developed a reusable RFI/RFP framework, gathered requirements across Africa, designed scalable data hubs, shortlisted global vendors, and rolled out the pilot in Kenya.
T‑Systems South Africa – Old Mutual Account
Service Desk Transformation & Vendor Transition Ensuring seamless handover of Old Mutual’s Africa-wide call centre and service desk operations to T‑Systems.
Type of Project Vendor transition, service continuity, process library creation, organisational redesign.
Technology Used Enterprise service desk platforms, SLA monitoring systems, call centre operational tools.
Subject Matter Expertise Insurance customer service operations, SLA governance, vendor management, process design.
Client Brief Maintain uninterrupted service, establish a continuous improvement service desk, and deliver a full process library.
Solution Delivered Managed the vendor transition, delivered the process library, ensured SLA compliance, and stabilised operations across multiple African regions.
Old Mutual – Marketing Division
Project - Enterprise CRM Rollout Across 15 Business Units
A large-scale CRM programme integrating customer engagement, marketing, broker networks, and call centres.
Type of Project Enterprise CRM implementation, multi‑division alignment, programme governance.
Technology Used Enterprise CRM platform, customer engagement systems, broker integration tools.
Subject Matter Expertise Insurance customer engagement, broker operations, CRM strategy, multi‑stakeholder governance.
Client Brief Roll out a unified CRM, align 15 business units, and improve customer engagement across all channels.
Solution Delivered Facilitated BRS sign‑off across 15 units, managed 8 workstreams, and delivered a unified CRM programme across marketing, brokers, corporate, government, and retail.
Old Mutual – Strategy Division
Project - Strategic Partnerships & Actuarial Call Centre Joint Venture
Integration of retirement fund products into Pastel Payroll and creation of a joint venture actuarial call centre.
Type of Project Strategic partnership development, product integration, joint venture creation.
Technology Used Pastel Payroll integration APIs, actuarial call centre systems.
Subject Matter Expertise Retirement fund administration, SME payroll integration, actuarial operations.
Client Brief Integrate retirement funds into payroll software, expand SME market reach, and build an actuarial call centre with US‑Life.
Solution Delivered Negotiated and delivered the Pastel Payroll partnership, designed product integration, and launched the actuarial call centre joint venture.
Standard Bank – Wealth Creation
Project - Digital Banking & Wealth Platform Transformation
Delivery of Africa’s first internet banking platform and multiple wealth product launches.
Type of Project Digital banking transformation, wealth platform launches, e‑commerce innovation, division merger.
Technology Used Internet banking platform, WAP/WIG/USSD channels, broker extranets, wealth management systems.
Subject Matter Expertise Wealth creation products, digital banking, unit trust administration, broker enablement.
Client Brief Launch Africa’s first internet bank, digitise wealth offerings, build mobile channels, launch Standard Private Bank, and merge Unit Trust division with Liberty Life.
Solution Delivered Delivered the first internet banking platform in Africa, built multiple digital channels, launched Standard Private Bank, delivered Bluebean.com, and managed the Unit Trust merger with Liberty Life.