Job Description

To ensure the consistent delivery of high-quality, efficient, and customer-focused services by proactively identifying risks, monitoring service standards and turnaround times, and driving continuous process, system and quality improvements and enhance the overall customer experience.

PRINCIPAL ACCOUNTABILITIES

• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyze data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiencies and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance customer experience and value.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the line manager.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.

ANTI-MONEY LAUNDERING (AML) EXPECTATION: 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.

• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyze data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiencies and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance customer experience and value.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the line manager.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• 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.

• Corrective and Preventive Action (CAPA)
• Customer Due Diligence (CDD)
• Development of Action Plans
• Enhanced Due Diligence
• Ensure Compliance
• Know Your Customer (KYC)
• Service Level Agreement (SLA)
• Service Standards

• Bachelors Degree (B): Business Finance And Economics (Required)
• Bachelors Degree (B): Business Management (Required)
• Diploma (Dip): Law (Required)