Team Leader Customer Care Retentions at Old Mutual South Africa

Purpose: 

• Provides daily administrative and technical supervision to a staff of claims examiners whose primary tasks are evaluation, processing and settlement of claims.
• Exercises approval authority within established guidelines for the processing of multiple product lines. Reviews more complex cases and settles or initiates further action within approved authority limits.

Responsibilities:

• Customer Service: Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.
• Resolving Customer Issues: Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.
• Customer Relationship Development / Prospecting: Develop and implement relationship management plan for potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.
• Leadership and Direction: Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.
• Performance Management: Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
• Customer Relationship Management / Account Management: Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
• Customer Needs Clarification: Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision-makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.
• Operational Compliance: Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
• Customer Relationship Management (CRM) Data: Enter customer information that has been gathered through research and/or through direct customer contact into the CRM system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Or ensure that team members maintain up-to-date CRM data, identifying and resolving issues.
• Internal Client Relationship Management: Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
• Work Scheduling and Allocation: Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
• Organizational Capability Building: Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
• Operations Management: Supervise others working within established operational systems.
• Budgeting: Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization.

Skills and Experience:

• Matric and or Equivalent
• Relevant insurance related qualifications.
• 2 – 3 years’ experience leading a call centre team.
• 3 - 5 years' Commercial retentions experience
• Experience in Insurance or Financial Industry

Skills

• Backlog Management, Building Trust, Client Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Understanding, Executing Plans, Oral Communications, Policies & Procedures, Sales Software, Strengthening Customer Relationships

Competencies

• Action Oriented
• Builds Networks
• Business Insight
• Collaborates
• Communicates Effectively
• Customer Focus
• Ensures Accountability
• Interpersonal Savvy

Education

• NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

• 13 October 2025