Client Relationship Manager: Complaints Specialist

Let's Write Africa's Story Together!

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

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

• 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.

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

30 July 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.