Client Relationship Manager: Complaints

<p style="text-align:left"><span class="emphasis-2"><b>Let&#39;s Write Africa&#39;s Story Together!</b></span></p><p style="text-align:left"><span class="emphasis-2">Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. </span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Job Description</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>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.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><b>Key Responsibilities</b></p><p><b>Client Service Delivery</b></p><ul><li>Deal with escalated client queries and complaints, ensuring resolution to completion.</li><li>Act as a support person and point of escalation for complex and difficult cases or clients.</li><li>Facilitate root cause analysis and solution/action tracking across organisational boundaries.</li><li>Ensure service delivery to clients and intermediaries remains aligned with approved business practices.</li><li>Manage reputational risk associated with complaints through professional and compliant engagement.</li><li>Provide technical product and process support to manage customer cases through to finalisation.</li><li>Remain up to date with product, process, and regulatory developments.</li><li>Adhere to all business policies, procedures, and office rules in the execution of daily duties.</li></ul><p><b>Operational Efficiency</b></p><ul><li>Ensure compliance with the Complaints Standard Operating Procedures (SOP) and agreed Service Level Agreements (SLAs).</li><li>Apply root cause analysis to drive process improvements and implement sustainable solutions.</li><li>Develop and maintain tracking mechanisms to measure the effectiveness of corrective actions.</li><li>Implement and maintain appropriate controls to ensure adherence to policies and governance requirements.</li><li>Utilise available systems and tools to enhance reporting, highlighting trends, effectiveness of actions taken, and areas for improvement.</li><li>Identify opportunities to enhance tools and reporting capabilities to improve insights into complaints handling and trends.</li></ul><p><b>Personal Effectiveness</b></p><ul><li>Actively demonstrate and live the company values in all interactions.</li><li>Take accountability for service delivery outcomes through own efforts.</li><li>Collaborate effectively with internal stakeholders to achieve shared and individual objectives.</li><li>Manage own time, tasks, and quality of output independently, across short- to medium-term deliverables (1 day up to 3 months).</li><li>Continuously broaden individual skills and contribute beyond core responsibilities where required.</li></ul><p><b>Quality Assurance</b></p><ul><li>Adhere to agreed service, quality, and compliance standards.</li><li>Perform quality checks on own work to ensure accuracy and completeness.</li><li>Initiate, support, and promote continuous improvement across the administration and complaints handling value chain.</li></ul><p></p><p><b>Qualifications, Skills, and Experience (Preferred)</b></p><ul><li>Experience in complaints handling, client service delivery, or escalations management (financial services experience advantageous).</li><li>At least 3 years employee benefits experience, coupled with knowledge of the retirement fund act (Preferred)</li><li>Strong understanding of customer service principles, governance, and reputational risk management.</li><li>Excellent communication skills (written and verbal), with the ability to handle sensitive and complex matters professionally.</li><li>Strong analytical and problem-solving skills, including root cause analysis.</li><li>Ability to work independently, manage multiple priorities, and meet SLA-driven deadlines.</li><li>Proficiency in more than one official South African language is an advantage, enabling effective engagement with a diverse client base.</li></ul><p></p><p></p><p> </p><p>na</p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Skills</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>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<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Competencies</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>Action Oriented<h3></h3><h3></h3>Collaborates<h3></h3><h3></h3>Communicates Effectively<h3></h3><h3></h3>Customer Focus<h3></h3><h3></h3>Decision Quality<h3></h3><h3></h3>Directs Work<h3></h3><h3></h3>Interpersonal Savvy<h3></h3><h3></h3>Manages Complexity<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Education</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Closing Date</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>15 October 2026 , 23:59<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><i><b>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.</b></i></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><i><span class="emphasis-2"><b>The Old Mutual Story!</b></span></i></p>