Client Relationship manager at Old Mutual

Job Description

• This role utilises expert knowledge in the specific fields of client services / administration / product / process to facilitate the resolve technical problems, usually in support of administrative queries/issues. 
• The incumbent is individually accountable for achieving service delivery and results through own efforts. Individually accountable for managing own time, tasks and output. Pro-activeness and a willingness to take responsibility is rewarded through remuneration and career progression.

Key responsibilities will include amongst others:

• This role functions as a subject matter expert in a specific field of client services / administration / product / process.
• Responsible to support and enable the Asset Transfer process to run smoothly; to enhance the customer (planner) experience; to retain the customer.
• Deals with escalated client queries or complaints and resolves issues to completion.
• Complying to the provisions of the Pension Funds Act and the Rules of the Fund.
• Ability to understand, interpret & apply various pieces of legislation to sets of facts. 
• Consistent compliant process execution through the exercise of discretion and sound judgment with regards to the administration of the transfers.
• Sound & defensible reasoning.
• Maintain high level of teamwork to achieve the KPI’s.
• Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.
• Responsible for managing reputational risk associated with complaints.
• Resolves technical and complex problems, especially in support of administrative queries / issues.
• Applies specialist knowledge in a focused role working with relatively complex information.
• Deals with all client instructions, queries or complaints timeously and accurately.
• Responsible for all administration functions around client onboarding and client disbursements.
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.
• Facilitates problem solution across organisational boundaries.
• To render an effective and efficient administrative service to clients.
• Work closely with Compliance, Risk and Operations to ensure delivery and execution of remediation activities (AML/FATCA/CRS).
• Strict adherence to regulatory requirements (FICA, FAIS).
• Uses knowledge of products to secure an end to end finalisation of client instructions, queries or complaints.
• Makes increased contribution by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.
• These responsibilities offer an overview and a general outline of the role and are not exhaustive.

Qualifications and Experience required:

• Matric, and a minimum of 3 years working experience in the Financial Services Industry.
• Complete knowledge of Retirement Fund administration, from receipt of the transfer request to the finalization of the transfer.
• Relevant Bachelor’s degree is advantageous.
• Intermediate in MS Suite (Excel, MS Word and Outlook).
• Good communication skills and able to present ideas clearly (both written and verbal).
• Ability to work under pressure.
• A professional approach.
• Attention to detail.
• Accuracy.
• Meets deadlines.
• A team player with strong collaboration skills.
• Proactive, confident and show initiative.
• Excellent administrative, servicing, coordinating, support, relationship management and innovation skills.
• Excellent problem solving skills.
• Good understanding of Administration systems.
• Sound Operational business knowledge.

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
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Interpersonal Savvy
• Manages Complexity

Education

• NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 16 April 2026