Client Relationship Manager at Old Mutual

• End-to-end ownership and resolution of all client related interactions
• Uses knowledge of products and investment markets to secure end-to-end finalisation of all client interactions.Facilitates problem solution across organisational boundaries. Responsible for managing reputational risk associated with complaints. Responsible for ensuring that service delivery to clients/intermediaries is consistent with best practice

Personal Effectiveness

• Accountable for service delivery through own efforts
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months. Makes increased contributions by broadening individual skills. Collaborates effectively with others to achieve personal results. Accepts and lives the company values.

Relationship Building

• Owning the relationship with selected intermediaries
• Developing and maintaining effective working relationships with channel management and key intermediaries. Personal interaction when liaising with Clients / Intermediaries

Additional Responsibilities

• Able to convey technical or complex information clearly and accurately
• Proactively and successfully build relationships with key planners and internal departments. Informing key planners of relevant changes in terms of products, legislative and/or other requirements. Keeping of records and tracking of enquiries
• Gathering of required information in order to resolve client servicing problems, issues or queries as required by intermediaries. Representing and promoting Old Mutual at all times
• Doing root cause analysis on errors or complaints and giving feedback to the relevant internal value chain
• Receiving or eliciting planner or client feedback on service satisfaction
• Working actively with support areas to achieve service standards. Delivering on adhoc assignments
• Willingness to work shifts between 08h00 and 17h00, or overtime if and when required
• Willingness to be available to key clients via cellphone. Willingness to travel nationally to visit key clients if and when required

Personal Attributes

• Computer literacy essential (Word/Excel/Outlook/PowerPoint)
• Bilingual. Must present a professional image
• Excellent communication (verbal & written) interactive skills
• Strong interpersonal persuasive, negotiation and presentation skills
• Be able to work under pressure. A passionate team player
• Must display sound planning & organizational skills. Able to display tact, diplomacy & empathy
• Sound problem solving skills and ability to take ownership for problems
• High stress tolerance levels

Job Requirements

• Matric
• Tertiary degree (BTech or BCom), Diploma in Finance or CFP / RFP / Certificate Wealth Management advantageous
• Training skills
• At least 3-4 years Financial Services industry experience.Old Mutual Wealth Product knowledge
• Knowledge of the financial industry complaints process. Proven knowledge of, and interest in Financial Markets is essential
• Knowledge of the Financial Services Industry (i.e. financial planning, commission, product offerings, etc)

Competencies

• Collaboration (Relating)
• Customer First
• Execution
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)
• Strategic