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

Requirements:

Bachelor’s degree

5 – 7 years’ experience relevant operational experience

2 – 3 years’ in a management role leading managers or team leaders

Provides daily administrative and technical supervision to a staff of claims examiners whose primary tasks are evaluation, processing and settlement of claims. Exercises approval authority within established guidelines for the processing of multiple product lines. Reviews more complex cases and settles or initiates further action within approved authority limits.

• Process Improvement and Operational Efficiency

• Analyse customer retention processes, journey touchpoints, and service delivery models to identify gaps, inefficiencies, and drivers of customer churn.

• Design and implement optimised retention workflows, including proactive outreach strategies, escalation protocols, and service recovery processes.

• Monitor key retention metrics (e.g., lapse rates, churn rate, customer lifetime value) and use insights to drive continuous improvement initiatives.

• Collaborate with Sales, Customer Service, Claims, and Operations teams to ensure seamless customer experiences that support long-term retention.

• Identify and implement automation and digital solutions (e.g., CRM enhancements, predictive churn analytics) to improve response times and service quality.

• Standardise retention practices and develop SOPs to ensure consistent and high-quality customer engagement across the business.

• Continuously review operational performance, identifying opportunities to reduce costs while improving customer satisfaction and loyalty.

• Leading Change and Business Improvement Initiatives

• Lead retention-focused transformation initiatives aimed at improving customer loyalty, reducing churn, and enhancing overall customer experience.

• Develop and implement change management plans to embed new retention strategies, tools, and customer engagement models across the organisation.

• Act as a retention champion by driving a customer-centric culture and influencing stakeholders to prioritise retention in decision-making.

• Identify strategic opportunities to improve retention (e.g., product enhancements, service improvements, pricing or value propositions) and convert these into actionable initiatives.

• Facilitate cross-functional workshops to map customer journeys, identify pain points, and co-create innovative retention solutions.

• Track and report on retention initiatives, ensuring measurable impact such as improved retention rates, increased customer satisfaction (CSAT/NPS), and revenue protection.

• Build strong relationships with internal and external stakeholders to ensure buy-in, alignment, and sustained adoption of retention strategies.Stay informed on customer behaviour trends, market dynamics, and competitor practices to continuously strengthen the organisation’s retention approach

• Key areas of experience should include:

• Collections and recoveries management

• Customer retention and save strategies

• Ideally, candidates should have at least 5 – 7  years of relevant operational experience,

• Minimum of 3 years in a management role leading managers or team leaders.

• Contact centre operations

• Performance management and reporting

• Stakeholder management

• Process improvement and operational efficiency

• Leading change and business improvement initiatives

Skills

Backlog Management, Building Trust, Client Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Understanding, Executing Plans, Oral Communications, Policies & Procedures, Sales Software, Strengthening Customer Relationships

Competencies

Action Oriented

Builds Networks

Business Insight

Collaborates

Communicates Effectively

Customer Focus

Ensures Accountability

Interpersonal Savvy

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

15 June 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.

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