Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

In this role, you will provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Job Requirements

Customer Experience Management
Deliver a seamless, professional, and customer-centric experience across multiple customer touchpoints, ensuring high levels of customer satisfaction and first-contact resolution.

Cross-Skilling and Multi-Channel Support
Provide support across multiple products, services, business units, and communication channels, including telephone, email, digital platforms, and face-to-face interactions where required.

Sales and Service Opportunities
Identify customer needs and proactively recommend appropriate products, services, or solutions that add value to the customer while supporting business objectives.

Case and Query Management
Manage customer cases from initiation to resolution, ensuring accurate tracking, timely updates, and adherence to agreed service level standards.

Customer Retention and Loyalty
Build long-term customer relationships by understanding customer needs, resolving concerns effectively, and promoting customer loyalty and retention initiatives.

Process Improvement and Feedback
Identify recurring customer issues, process inefficiencies, and service improvement opportunities. Provide feedback and recommendations to enhance customer experience and operational effectiveness.

Quality Assurance and Service Standards
Maintain high standards of quality, accuracy, and professionalism in all customer interactions while meeting productivity and service performance targets.

Administrative and Operational Support
Complete all required administrative activities accurately and within agreed turnaround times, ensuring compliance with operational and regulatory requirements.

Stakeholder Collaboration
Collaborate effectively with internal teams, business partners, and service providers to resolve customer queries and deliver integrated customer solutions.

Performance and Productivity Management
Achieve individual and team performance metrics, including service levels, quality scores, customer satisfaction measures, sales targets, and operational productivity goals.

Risk and Compliance Management
Ensure all customer interactions, transactions, and activities comply with applicable regulatory requirements, company policies, governance standards, and risk management practices.

Knowledge Management
Stay informed of product updates, process changes, market developments, and regulatory requirements to provide accurate and relevant information to customers.

Digital Adoption Support
Educate and assist customers in the use of self-service and digital platforms to improve accessibility, efficiency, and customer engagement.

Customer Insights and Reporting
Capture and report customer trends, concerns, and feedback to support business decision-making and continuous improvement initiatives.

Team Participation and Knowledge Sharing
Actively participate in team meetings, coaching sessions, and knowledge-sharing activities to support a collaborative and high-performing team environment.

Additional Business Area Exposure

The role may provide support across business areas such as:

• Owner Engagement
• New Business Processing
• Financial Changes and Policy Maintenance
• Death Claims Administration
• Technology Change Execution
• Customer Support Operations
• Service Delivery and Administration

Requirements: Skills, Qualifications and Experience required

• Matric essential
• A Degree
• Excellent verbal and written communication skills
• Ability to work under pressure
• Must be team orientated
• Good judgment and problem-solving skills
• Computer literate i.e. MS Office and good typing skills
• Sound knowledge of Old Mutual systems i.e BANCS, BIZAGI, Outlook, CMOS is imperative

Competencies

• Client Focus
• Gaining Commitment
• Initiating Action
• Ownership
• Technical Knowledge (Bancs/Bizagi/CMOS)

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Bachelors Degree (B)

Closing Date

26 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.

The Old Mutual Story!