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Old Mutual Limited
Old Mutual Limited
Asistență medicalăFinanțeLogistică
Old Mutual Limited este un grup panafrican de servicii financiare, listat la Bursa de Valori din Johannesburg, cu listări secundare la Londra, în Malawi, Namibia și Zimbabwe. Serviciile sale includ investiții, economii, asistență medicală, administrarea activelor, servicii bancare și asigurări, răspunzând nevoilor financiare și de protecție ale comunităților din întreaga Africă. Cu peste 10.000 de angajați, compania recrutează pentru o gamă largă de roluri care sprijină operațiunile sale de servicii financiare și obiectivul de a consolida comunitățile și infrastructura africane.
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Locurile de muncă ale companiei

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.

ZAAfrica de SudHibridNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăManager de conturiVânzări

Descriere

  • 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

Cerințe

  • 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

Beneficii

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

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