Customer Service Team Lead at Old Mutual Limited

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.

We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description- Customer Service Team Lead 

This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules. The role is fully multi-skilled across products and processes and has extensive, relevant experience.

DESCRIPTOR- Customer Service Team Lead 

• Provide telephonic and face to face service to customers and intermediaries.
• Delivers on daily production standards and adheres to service and quality standards.
• Adheres to business, process and compliance rules.
• May act as mentor to less experienced Consultants.
• Fully multi-skilled across products and processes.
• Has extensive, relevant experience.

KEY RESULT AREAS

Relationship Building:

• Maintains relationships with relevant departments.
• Builds and maintains relationships with intermediaries and brokers.
• Manages customer relationships in person or telephonically.

Quality Assurance:

• Performs quality checks on own work.
• Adheres to service and quality standards.

Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Coaching:

• May act as mentor to less experienced agents.
• Compliance:
• Adheres to business, process and compliance rules.

Client Service Delivery:

• Provides telephonic and face-to-face service to customers and intermediaries.
• Delivers on daily production standards.
• Ensure completeness of monthly renewal data.
• Manage relationships with high-net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the relationship manager.
• Measure and analyse customer experience surveys for G.I retail and corporate on an interactive and continuous basis. Design and coordinate other service surveys as required by the business.
• Maintain relationships with other stake holders and process owners to improve work efficiency and customer satisfaction.
• Informs clients of requirements and procedures.
• Provides input to other areas i.e. client feedback/queries.
• Assist the business in any other capacity as required from time to time

REQUIRED QUALIFICATIONS & EXPERIENCE- Customer Service Team Lead 

• A first degree or its equivalent
• Excellent communication skills (verbal and written)
• Interpersonal and time management skills
• Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
• 3 years’ customer service experience, especially in the financial services sector

Skills

Communication, Computer Literacy, Microsoft Excel, MS Office Skills, • Excellent command of the English language, both in communication ability and in drafting skills.

Education

Bachelors Degree (B)

Closing Date

01 April 2024