Let's Write Africa's Story Together!

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

Job Description

Manages daily operational (client service and or administrative) delivery within specific functional area.

The successful candidate is expected to:
Delivers, maintains and enhances service / work standards and work quality via a team of clerical staff, within a given process/es. 
Manages an operational budget, employee well-being and morale and other people processes (such as Recruitment, Performance Management and Talent Management). 
Accountable for technical decision making of a function as well as management of work volumes / flow. 
Establishes and maintains client / customer relationships. 
Could take accountability for the implementation of a strand of an operational project. 
Extensive experience in day to day management. 
Manages between 5 and 20 clerical staff (could include some specialist staff).

Responsibilities:

Product/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Requirements

• NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent Advantageous
• Previous retention experience
• Strong focussed customer mindset
• Outbound call centre experience

Skills

• Backlog Management
• Customer Service
• Executing Plans
• Customer-Focused
• Data Management
• Upselling
• Customer Complaint Management
• Customer Service Operations
• Sales Data Management
• Customer Relationship Management (CRM) Software
• Digital Consumer Engagement
• Customer Feedback Management
• Customer Understanding
• Strengthening Customer Relationships

Skills

Backlog Management, 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, Executing Plans, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented

Collaborates

Communicates Effectively

Customer Focus

Decision Quality

Directs Work

Drives Results

Instills Trust

Education

Matriculation Certificate (Matric)

Closing Date

18 February 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.

The Old Mutual Story!