Background information about the job or company (e.g., role context, company overview)

Lets Write Africa's Story Together!

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

This role is directly responsible for delivering exceptional, customer-focused service across all touchpoints in line with the company’s customer experience strategy and business goals by improving customer satisfaction, retention, and loyalty through effective service delivery, proactive engagement, issue resolution, quality assurance, team development and continuous process improvement while ensuring compliance with company standards and fostering strong collaboration between customers, intermediaries, and internal teams to achieve the company objectives.

Responsibilities or duties

The Team Leader will assist the Company to attain its Customer Experience strategy by:

• High quality customer engagements on the CX channels through Quality Assurance (QA), Surveying, Training & Capacity Building, Effective supervision, Performance Management, etc.
• High customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, etc.
• Improve process efficiency to deliver high customer experience as outlined in the Customer Service Charter, and Customer Service Processes Manual.
• Training, mentoring and coaching of staff to maintain a highly motivated, competent and customer-oriented team.

Deliverables (work elements)

The following detailed outputs are required from this role.

• Driving high performance of the CX team as per the set targets/parameters through effective supervision.
• Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
• Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
• Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
• Effective complaints management (internal & external/regulatory/legal).
• Engagement and support to intermediaries (Agents & Bancassurance partners) on issue resolution and capacity-building.
• Conducting weekly Quality Assurance (QA) on sample clients served across the CX channels.
• Commissioning NPS, NES, CSAT & CSI surveys for customers & Intermediaries through the different channels and engaging the Passive & Detractors for feedback aimed at turning them into Promoters.
• Preparation of weekly & monthly Reports on customer experience to the Customer Experience Manager to assist in streamlining service delivery and effective team management.
• Provide strong leadership by developing an effective and motivated team and ensure that training & capacity-building program is implemented to enable delivery of superior service to customers.

ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Qualifications or requirements (e.g., education, skills)

KEY COMPETENCIES

• Excellent communication skills
• Excellent inter-personal skills
• Diverse language proficiency
• Attention to detail
• Ability to form excellent first impressions and build quick rapport
• Empathy
• Multi-tasking & Flexibility
• Critical thinking
• Quick problem-solving skills
• Demonstrated ability to lead a Team
• Proficiency in the Microsoft Office suite (MS Excel, MS Word, MS PowerPoint)

Experience needed

QUALIFICATIONS AND EXPERIENCE

A good undergraduate business degree and at least 5years’ working experience in customer experience/service in the Financial Services industry are basic requirements.

A Certificate of Proficiency (COP) and/or a Diploma in Insurance and/ and diverse language proficiency are an added advantage.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Skills

• Customer Complaint Management
• Customer Experience (CX)
• Customer Feedback Management
• Customer Relationship Management (CRM) Software
• Customer Satisfaction
• Proactive Behavior
• Problem Solving
• Process Improvements
• Strengthening Customer Relationships

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Interpersonal Savvy
• Manages Complexity

Education

• Bachelors Degree (B): Business

• High quality customer engagements on the CX channels through Quality Assurance (QA), Surveying, Training & Capacity Building, Effective supervision, Performance Management, etc.
• High customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, etc.
• Improve process efficiency to deliver high customer experience as outlined in the Customer Service Charter, and Customer Service Processes Manual.
• Training, mentoring and coaching of staff to maintain a highly motivated, competent and customer-oriented team.
• Driving high performance of the CX team as per the set targets/parameters through effective supervision.
• Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
• Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
• Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
• Effective complaints management (internal & external/regulatory/legal).
• Engagement and support to intermediaries (Agents & Bancassurance partners) on issue resolution and capacity-building.
• Conducting weekly Quality Assurance (QA) on sample clients served across the CX channels.
• Commissioning NPS, NES, CSAT & CSI surveys for customers & Intermediaries through the different channels and engaging the Passive & Detractors for feedback aimed at turning them into Promoters.
• Preparation of weekly & monthly Reports on customer experience to the Customer Experience Manager to assist in streamlining service delivery and effective team management.
• Provide strong leadership by developing an effective and motivated team and ensure that training & capacity-building program is implemented to enable delivery of superior service to customers.
• Ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

• Customer Complaint Management
• Customer Experience (CX)
• Customer Feedback Management
• Customer Relationship Management (CRM) Software
• Customer Satisfaction
• Proactive Behavior
• Problem Solving
• Process Improvements
• Strengthening Customer Relationships
• Excellent communication skills
• Excellent inter-personal skills
• Diverse language proficiency
• Attention to detail
• Ability to form excellent first impressions and build quick rapport
• Empathy
• Multi-tasking & Flexibility
• Critical thinking
• Quick problem-solving skills
• Demonstrated ability to lead a Team
• Proficiency in the Microsoft Office suite (MS Excel, MS Word, MS PowerPoint)

• A good undergraduate business degree
• At least 5 years’ working experience in customer experience/service in the Financial Services industry
• A Certificate of Proficiency (COP) and/or a Diploma in Insurance and/ diverse language proficiency are an added advantage.