Old Mutual Limited
Old Mutual Limited
Old Mutual Limited is a Pan-African financial services group listed on the Johannesburg Stock Exchange, with secondary listings in London, Malawi, Namibia, and Zimbabwe. Its services span investments, savings, healthcare, asset management, banking, and insurance, serving the financial and protection needs of communities across Africa. With a workforce of more than 10,000 employees, the company hires across a broad range of roles supporting its financial services operations and its focus on strengthening African communities and infrastructure.

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.

Description

  • 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

Requirements

  • 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

Benefits

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

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