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

The Customer Support Specialist handles complex administration, reporting and client queries with regards to all client solutions offered by Old Mutual Multi-Managers. The Specialist will also assist with tender, questionnaire and due diligence requests. Overall responsibility of the client data in the CRM database resides with the Specialist, along with the client query process to ensure a customer experience as identified by the Old Mutual Multi-Managers Customer Promise and Client Value Proposition. All of these functions will add support to the overall business strategy.

• Manages the processes to perform end to end client resolution.
• Maintains client relationships in accordance with legislation, FSB regulations and good accounting practice.
• Manages and ensures instructions to the market are carried out accurately.
• Provides management information and executes action when required.
• Manages and provides expertise in applying and launching of new products, funds and systems.
• Manages and ensures that all month end deadlines and SLA requirements are met.
• Responsible for the documentation of all work processes.
• Manages and identifies enhancements required to improve Customer Experience, operational effectiveness and process automation.

Key responsibilities will include amongst others the following:

Client Service Delivery

Ensures instructions to the market are carried out accurately.Ensures stakeholders are provided with necessary information.Ensures that all month end deadlines and SLA requirements are met.Manages and identifies enhancements required to improve operational effectiveness and process automation.Manages daily queries and communication with third parties.  Generally operates and liaises with internal and external clients.Manages the processes to perform end to end client resolution across multimedia mediums i.e. Email, Telephone, Internet, etc.Stores and maintains relevant client information. Extracts and collates statistical information.

Operational Efficiency

Continually looks for ways to improve the Customer Experience by streamlining processes and passing this on to the relevant person/team.Responsible for the documentation of all work processes.

Personal Effectiveness

Accountable for service delivery through own efforts.Collaborates effectively with others to achieve personal results.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.

Relationship Building

Manages client relationships in accordance with legislation, FSCA regulations and good accounting practice.

Reporting

Interprets and analyses data to develop reports for management decision making.Provides management information.

Tender Support

Assists with the compilation of business management information and compiles appropriate responses for consultant questionnaires, tenders, surveys and due diligence questionnaires.Evaluates, monitors and makes recommendations on the manner and detail in which Old Mutual Multi-Managers is represented in consultant questionnaires and tender documents.Interacts with senior investment specialists and key business stakeholders for input required for specific questions.Maintains accurate details of all business information.

Presentation Support

Assists with content creation and ongoing monthly updates.Produce client presentations (existing and new business).Undertake effective ongoing document management of marketing materials (SOPs).

Qualifications, specific skills & experience required:

A bachelor's degree in Commerce or Business Science majoring in Finance, Investments, Economics, Mathematics or Statistics.Experience in investment management environment essential.Experience in investment administration, client servicing or experience be an advantage.Vast knowledge of EMS (Enquiry Management System) or equivalent

Skills

Education

Closing Date

07 July 2024

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.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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