Client Relationship Manager at Old Mutual South Africa

Brief Description

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 17 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.

We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
This role is responsible for the complete resolution of escalated client queries or complaints, whilst strengthening and maintaining relationships between clients/intermediaries and Old Mutual. The incumbent is individually accountable for achieving results through own efforts.

• Deals with technical and complex client queries or complaints and resolves issues to completion (sometimes as part of an escalation process).
• Responsible for the end-to-end finalisation of a query or complaint.
• Often works across organisational boundaries to facilitate problem resolution.
• No direct reports.
   

KRA's
Client Service Delivery

• Deals with escalated client queries or complaints and resolves issues to completion.
• Facilitates problem solution across organisational boundaries.
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.
• Responsible for managing reputation risk associated with complaints.
• Uses knowledge of products to secure an end-to-end finalisation of a query or complaint.
• Deals with escalated client queries or complaints and resolves issues to completion
• Uses knowledge of products to secure an end-to-end finalisation of a query or complaint.
• Facilitates problem solution across organisational boundaries
• Responsible for managing reputation risk associated with complaints.
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.

Personal Effectiveness

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

Job Requirements

• Matric qualification
• Experience with handling complaints and escalations essential
• Financial services experience essential (1 to 3 years)
• International business experience beneficial
   

Additional Details
Competencies

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