Client Relationship Manager: Complaints

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

Job Description

Old Mutual is seeking a dedicated and customer-focused Complaints Handler to join our Client Service Delivery team. The successful candidate will play a key role in resolving escalated client complaints, managing reputational risk, and driving continuous improvement across the complaints handling value chain.

Key Responsibilities

Client Service Delivery

• Deal with escalated client queries and complaints, ensuring resolution to completion.
• Act as a support person and point of escalation for complex and difficult cases or clients.
• Facilitate root cause analysis and solution/action tracking across organisational boundaries.
• Ensure service delivery to clients and intermediaries remains aligned with approved business practices.
• Manage reputational risk associated with complaints through professional and compliant engagement.
• Provide technical product and process support to manage customer cases through to finalisation.
• Remain up to date with product, process, and regulatory developments.
• Adhere to all business policies, procedures, and office rules in the execution of daily duties.

Operational Efficiency

• Ensure compliance with the Complaints Standard Operating Procedures (SOP) and agreed Service Level Agreements (SLAs).
• Apply root cause analysis to drive process improvements and implement sustainable solutions.
• Develop and maintain tracking mechanisms to measure the effectiveness of corrective actions.
• Implement and maintain appropriate controls to ensure adherence to policies and governance requirements.
• Utilise available systems and tools to enhance reporting, highlighting trends, effectiveness of actions taken, and areas for improvement.
• Identify opportunities to enhance tools and reporting capabilities to improve insights into complaints handling and trends.

Personal Effectiveness

• Actively demonstrate and live the company values in all interactions.
• Take accountability for service delivery outcomes through own efforts.
• Collaborate effectively with internal stakeholders to achieve shared and individual objectives.
• Manage own time, tasks, and quality of output independently, across short- to medium-term deliverables (1 day up to 3 months).
• Continuously broaden individual skills and contribute beyond core responsibilities where required.

Quality Assurance

• Adhere to agreed service, quality, and compliance standards.
• Perform quality checks on own work to ensure accuracy and completeness.
• Initiate, support, and promote continuous improvement across the administration and complaints handling value chain.

Qualifications, Skills, and Experience (Preferred)

• Experience in complaints handling, client service delivery, or escalations management (financial services experience advantageous).
• At least 3 years employee benefits experience, coupled with knowledge of the retirement fund act (Preferred)
• Strong understanding of customer service principles, governance, and reputational risk management.
• Excellent communication skills (written and verbal), with the ability to handle sensitive and complex matters professionally.
• Strong analytical and problem-solving skills, including root cause analysis.
• Ability to work independently, manage multiple priorities, and meet SLA-driven deadlines.
• Proficiency in more than one official South African language is an advantage, enabling effective engagement with a diverse client base.

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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

15 October 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.

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