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Job Description

This role applies advanced operational expertise across Customer Onboarding and serves as a subject matter expert within the team. The incumbent is responsible for managing complex and high-risk cases, handling escalations and complaints, driving process improvements, supporting capability development through training and coaching, and engaging with stakeholders to resolve operational challenges.

The role requires extensive knowledge of Old Mutual Protect (OMP) Customer Onboarding processes and the ability to provide support across multiple functions, including Medical Fees, Case Management (CM), Tele-interview (TIV), Existing Business Quotes (EBQ), Enquiries and Complaints Management. The incumbent acts as a key support resource to leaders and teams, ensuring service excellence, operational effectiveness, and positive customer outcomes.

Role Description 

To support the delivery of exceptional customer service through the management of escalations, complaints, stakeholder engagements, quality interventions, training initiatives, and process improvements. 

The role serves as an operational expert and escalation point, providing guidance and support to frontline teams while ensuring adherence to service standards, regulatory requirements, and business objectives. 

 

Key Responsibilities 

Operational Delivery 

• OMP experience essential; OMP sales process, EBQ for OMP,  

• Manage and resolve complex customer cases, complaints, and escalations. 

• Act as an escalation point for Customer Onboarding operational queries. 

• Investigate customer and adviser complaints and ensure fair, timely resolutions. 

• Support leadership teams with operational oversight and case management activities. 

• Drive adherence to service levels, quality standards, and customer experience expectations. 

• Identify process failures, recurring themes, and opportunities for improvement. 

• Collaborate with internal and external stakeholders to resolve operational challenges. 

• Support business continuity by providing assistance across Customer Onboarding functions where required. 

• Monitor trends and recommend solutions to improve efficiency and customer outcomes. 

• Ensure compliance with regulatory, governance, and business requirements. 

 

Stakeholder Engagement 

• Build and maintain strong relationships with internal stakeholders, advisers, service providers, and support areas. 

• Facilitate collaboration between teams to resolve customer issues efficiently. 

• Represent Customer Onboarding in operational discussions and stakeholder engagements. 

• Provide clear and structured feedback to stakeholders regarding operational concerns and customer impacts. 

• Influence positive outcomes through effective communication and relationship management. 

 

Complaints Management 

• Take ownership of customer complaints from receipt to resolution. 

• Conduct thorough investigations and root cause analysis. 

• Ensure customers are kept informed throughout the complaint handling process. 

• Draft professional complaint responses aligned to regulatory and company requirements. 

• Identify complaint trends and recommend preventative actions. 

 

Training, Coaching and Capability Development 

• Support onboarding and upskilling of new and existing employees. 

• Facilitate process refresher sessions and knowledge-sharing initiatives. 

• Provide coaching and guidance on operational processes and complaint management. 

• Assist leaders in identifying development opportunities within teams. 

• Promote a culture of continuous learning and operational excellence. 

 

RCC and Process Improvement 

• Participate in Root Cause Correction (RCC) activities and investigations. 

• Identify recurring operational issues and recommend sustainable solutions. 

• Support implementation and monitoring of process improvement initiatives. 

• Drive continuous improvement through data analysis, trend identification, and stakeholder feedback. 

• Contribute to improving customer experience and operational efficiencies. 

 

Cross-Skilling and Operational Support 

The successful candidate should demonstrate extensive knowledge of Customer Onboarding processes and be capable of supporting: 

• Customer Onboarding Operations 

• Complaints Management 

• RCC Processes 

• Escalations Management 

• Medical Fees 

• Case Management 

• TIV Processes 

Knowledge/experience Case Management and TIV will be highly advantageous. 

 

Personal Effectiveness 

• Demonstrates ownership and accountability. 

• Acts as a role model for company values and behaviours. 

• Builds positive working relationships across teams. 

• Displays resilience and professionalism under pressure. 

• Takes initiative and drives solutions proactively. 

• Supports team success through knowledge sharing and collaboration. 

• Continuously seeks opportunities to improve processes and customer outcomes. 

 

Quality Assurance 

• Ensures adherence to quality and compliance standards. 

• Conducts quality reviews and identifies improvement opportunities. 

• Promotes a "first-time-right" approach. 

• Maintains accurate and audit-ready records. 

• Ensures governance and compliance requirements are consistently met. 

 

Role Requirements 

Qualifications and Experience 

• Matric (Essential) 

• Relevant post-matric qualification (Advantageous) 

• Knowledge of the OMP product is essential. 

• 3-5 years proven experience/knowledge of OMP Customer Onboarding processes: CM, TIV, EBQ, Enquiries, Validate Documents Requests is essential. 

• Proven working experience/knowledge of Bizagi, Bancs, CMOS, Efektiv and EMS is pessential. 

• Understanding of the OMP sales and servicing (EBQ) value chain is essential.

• Understanding of the sales distribution channels is advantageous. 

• Proven experience in managing and resolving complex customer cases, complaints, and escalations is essential.  

• Experience facilitating training, coaching, or knowledge-sharing sessions is advantageous. 

• Experience engaging with multiple stakeholders across business areas. 

 

Competencies 

• Stakeholder management 

• Coaching and facilitation skills 

• Root cause analysis 

• Problem solving and decision making 

• Complaint handling and conflict resolution 

• Process improvement mindset 

• Customer centricity 

• Effective communication 

• Planning and prioritisation 

• Attention to detail 

• Resilience and adaptability 

• Ownership and accountability 

 

Skills 

• Advanced case and complaint management 

• Escalation management 

• Facilitation and training delivery 

• Stakeholder engagement and influencing 

• Operational risk identification 

• Process improvement and continuous improvement methodologies 

• Data analysis and trend identification 

• Report writing and presentation skills 

• Governance and compliance awareness 

• Strong written and verbal communication skills 

• Multi-skilled operational capability across Customer Onboarding functions 

 

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Skills

Accounting, Action Planning, Budget Management, Calendar Coordination, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Executing Plans, Financial Acumen, Management Reporting, Numerical Aptitude, Oral Communications, Report Review

Competencies

Directs Work

Drives Results

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

15 October 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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