Old Mutual Limited — Yoxannesburg fond birjasida ro‘yxatga olingan, shuningdek London, Malavi, Namibiya va Zimbabveda ikkilamchi listingga ega bo‘lgan Pan-Afrikadagi moliyaviy xizmatlar guruhi. Kompaniya Afrika bo‘ylab jamoalarning moliyaviy va himoyaga oid ehtiyojlariga xizmat ko‘rsatib, investitsiyalar, jamg‘armalar, sog‘liqni saqlash, aktivlarni boshqarish, bank ishi va sug‘urta sohalarida faoliyat yuritadi. 10 000 dan ortiq xodimga ega kompaniya moliyaviy xizmatlar faoliyatini qo‘llab-quvvatlaydigan hamda Afrika jamoalari va infratuzilmasini mustahkamlashga qaratilgan turli lavozimlarga ishga qabul qiladi.
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.
Tavsif
- 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
Talablar
- 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
Imtiyozlar
- Hybrid working arrangement
- Consideration for appointment under the Employment Equity Plan