Old Mutual Limited
Old Mutual Limited
Old Mutual Limited एक पैन-अफ्रीकी वित्तीय सेवा समूह है, जो जोहान्सबर्ग स्टॉक एक्सचेंज में सूचीबद्ध है और लंदन, मलावी, नामीबिया तथा ज़िम्बाब्वे में इसकी द्वितीयक लिस्टिंग है। इसकी सेवाओं में निवेश, बचत, स्वास्थ्य सेवा, परिसंपत्ति प्रबंधन, बैंकिंग और बीमा शामिल हैं। कंपनी पूरे अफ्रीका में समुदायों की वित्तीय और सुरक्षा संबंधी ज़रूरतों को पूरा करती है। 10,000 से अधिक कर्मचारियों वाली यह कंपनी अपनी वित्तीय सेवा गतिविधियों के साथ-साथ अफ्रीकी समुदायों और बुनियादी ढाँचे को मजबूत करने के उद्देश्य से विभिन्न प्रकार की भूमिकाओं में नियुक्तियाँ करती है।

Client Relationship Manager, Complaints - Old Mutual, Hybrid South Africa

Old Mutual is seeking a Client Relationship Manager to resolve escalated complaints, support complex cases, and protect client trust. The role focuses on root-cause analysis, compliance, reporting, and lasting improvements to complaints processes.

विवरण

  • Resolve escalated client queries and complaints through to completion
  • Support complex or sensitive cases as an escalation contact
  • Coordinate root-cause analysis and action tracking across teams
  • Deliver client and intermediary service in line with approved practices
  • Protect the organisation’s reputation through professional, compliant communication
  • Provide product and process guidance until cases are finalised
  • Keep up to date with product, process, and regulatory changes
  • Follow complaints procedures and meet agreed service-level deadlines
  • Use root-cause findings to develop sustainable process improvements
  • Create and maintain measures for evaluating corrective-action results
  • Maintain controls that reinforce policy and governance requirements
  • Use reporting systems to monitor trends, action outcomes, and improvement needs
  • Recommend enhancements to complaints tools and reporting practices
  • Work with internal stakeholders to deliver shared objectives
  • Independently manage time, workload, and quality across short- and medium-term deliverables
  • Conduct quality reviews to confirm accuracy and completeness
  • Promote continuous improvement across administration and complaints-handling activities

आवश्यकताएँ

  • Experience handling complaints, delivering client service, or managing escalations
  • Experience in financial services is beneficial
  • At least three years of employee-benefits experience and knowledge of the Retirement Funds Act preferred
  • Strong knowledge of customer-service principles, governance, and reputational-risk management
  • Excellent written and spoken communication skills
  • Professional handling of sensitive and complex matters
  • Strong analytical and problem-solving abilities, including root-cause analysis
  • Ability to work independently, balance competing priorities, and meet service-level deadlines
  • Additional official South African language proficiency is advantageous
  • NQF Level 5 Higher, Advanced, or Occupational Certificate, or an equivalent qualification

लाभ

  • Hybrid working arrangement
  • Consideration for appointment under the Employment Equity Plan

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