Job Description

Let's Write Africa's Story Together!

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

You will form part of RMM within the Mass Foundation which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.

The role focuses on supporting the implementation of strategies, monitoring service delivery, analysing trends, assist with maintaining standards, and providing coaching to peers. Maintaining proactive relationships with key internal and external stakeholders on a regular basis and serves as an expert in handling complex escalations as well as provide support to management and the team.

The CRM serves as a key link between stakeholders, team members, and management, ensuring needs are understood, addressed, and translated into continuous improvement initiatives that enhance service quality, performance, and business outcomes.

Key Responsibilities:

• Manage daily operational processing, including disputes, transaction reports, mailbox queries and exception handling.
• Perform regular reconciliations and reviews to ensure data accuracy, integrity and timely resolution of discrepancies.
• Process and manage dispute resolutions, manual reversals and operational escalations.
• Build and maintain effective relationships with banking partners, internal stakeholders and service providers.
• Maintain operational calendars, tracking tools and records to ensure compliance with business and regulatory requirements.
• Coordinate banking-related documentation, contractual administration and stakeholder communication.
• Monitor and implement changes arising from banking, regulatory and industry updates.
• Investigate operational issues, identify root causes and implement corrective and preventative actions.
• Ensure compliance with policies, procedures and governance requirements while driving continuous improvement in operational efficiency and service delivery.

Handling Escalations

• Review and assist with resolving escalations received from internal and external stakeholders. This will include assigning tasks to team members or vendors and providing updates to management to manage expectations pertaining to delivery and coordinating with relevant teams as required.

Resolving Issues

• Identifying gaps and issues as they arise.
• Driving BSRs, CRs and Incidents to resolution and holding stakeholders, or peers, accountable.

Prospecting

• Function as a point of contact for escalations and complaints and ensure resolution, referring complex issues to others.

Client Relationship Management (CRM) Data

• Retain and manage data required for reporting affecting daily, weekly, and monthly delivery and SLAs.
• Identify areas requiring automation and drive to resolution.
• Monitor and remediate MIS.

Operational Compliance

• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate, i.e. Quality Checks.
• Drafting material to assist with compliance and adherence to systems, products, and processes.

Quality Assurance and Process Improvement

• Oversee activities, tasks, and client interactions to ensure compliance with company policies, procedures, governance requirements and service standards.
• Conduct quality assurance reviews, audits and monitoring to maintain service excellence, consistency and operational efficiency.
• Analyse service delivery and SLA performance, investigate breaches, identify improvement opportunities, and implement corrective and preventative actions.
• Drive continuous improvement initiatives to enhance productivity, quality, client outcomes and SLA achievement.
• Prepare and present performance reports, insights and recommendations to management, collaborating with operational teams to optimise service delivery.

Learning and Development

• Develop and implement learning and development strategies to enhance team capability and performance.
• Identify skills gaps and training requirements through evaluations and quality assessments.
• Draft coaching plans and knowledge development initiatives aligned to business objectives.
• Support onboarding and development of new employees.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education.

Work Scheduling and Allocation

• Where required – assign tasks to team members to ensure success and cohesion.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance.

Operations Management

• Provide operational support to management through the effective use of existing systems, processes and protocols.
• Analyse operational data, client feedback and identify trends, root causes and opportunities to improve service quality and productivity.
• Draft reports, insights and recommendations to support management decision-making, strategic planning and service improvement initiatives.
• Monitor industry trends and best practices, driving continuous improvement, innovation and operational effectiveness.
• Collaborate with stakeholders to resolve issues, improve cross-functional processes and support organisational change and business initiatives.
• Participate in management forums and contribute to the development and execution of client service strategies.

Requirements:

• Matric
• Tertiary qualification in Administration or Client Relationship Management would be an advantage.
• Minimum 5 years' experience in client service, client relationship management.
• Knowledge of Legacy and New World Products is an inherent requirement (Exception and Rejection handling processes and advantage).
• Systems knowledge and navigation experience required, not limited to: OMUNET, VTG, EMS, CMoS, BaNCS, Bizagi, SQL, Eternity, SNOW, GCS, Qlink.
• Knowledge of BankServ processes linked to Bank maintenance.
• MOP Processes including lead and understanding of issues.
• Proven experience coaching, mentoring, leading or aiding development.
• Demonstrated experience in analysing operational requirements and implementing improvement initiatives.
• Experience managing SLAs, quality assurance, and escalations.
• Strong reporting and stakeholder management experience.

Additional Responsibilities:

• Build and maintain strong client and stakeholder relationships.
• Function as an escalation point for complex escalations, complaints and operational matters, ensuring effective resolution.
• Coach peers, fostering a collaborative and engaged work environment.
• Support day-to-day operational service delivery, ensuring achievement of service standards, quality requirements and operational objectives.
• Monitor performance, workload and operational efficiency to optimise service delivery.
• Support leadership and decision-making, process improvements and the implementation of operational initiatives and projects.
• Maintain accountability for service quality, work volumes, resource management.

Skills

Adaptability, Administration Management, Client Relationship Building, Client Relationship Management, Operational Compliance, Operations Management, Prospecting, Quality Assurance (QA)

Competencies

Action OrientedCollaboratesCommunicates EffectivelyCustomer FocusDecision QualityDirects WorkInterpersonal SavvyManages Complexity

Education

Matriculation Certificate (Matric) (Required)

Closing Date

20 July 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!