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 Service Manager (CSM) – Responsible for overseeing and enhancing the customer service experience across multiple branches. This role ensures that all branch staff adhere to service standards, resolves escalated customer concerns, and implements strategies to improve customer satisfaction. The CSM collaborates with regional management and frontline staff to optimize service delivery, streamline processes, and maintain high levels of customer engagement and loyalty.

Relevant tertiary qualification in Business Administration or Management

2 years management or leadership experience

Client Service experience

Ability to speak local languages (Zulu will be advantageous)

Technical & Functional Skills:
• Strong knowledge of customer service principles and practices.
• Experience in branch operations and service management.
• Proficiency in CRM systems, customer feedback tools, and service analytics.
• Ability to develop and deliver training programs.

Computer literacy(MS Word, MS Excel, MS Powepoint, MS Outlook)

Analytical Skills

Soft Skills & Behavioral Competencies:
• Leadership & People Management: Ability to lead, mentor, and motivate teams.
• Problem-Solving: Strong analytical and decision-making skills to resolve service challenges.
• Communication & Interpersonal Skills: Excellent verbal and written communication, with the ability to build relationships at all levels.
• Customer-Centric Mindset: Passion for delivering high-quality service and exceeding customer expectations.
• Adaptability & Resilience: Ability to work in a dynamic environment and handle high-pressure situations.

Decision making skills: The ability to make informed decisions through gathering and analysing of information

Experience in coaching: Effectively coach individuals through a process that inspires a person to maximise their personal and professional potential

Emotional Intelligence: Ability to understand, use and manage your own emotions in positive ways to overcome challenges

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.

ResponsibilitiesCustomer Service

Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.

Resolving Customer Issues

Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.

Customer Relationship Development / Prospecting

Develop and implement a relationship management plan for potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.

Leadership and Direction

Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.

Performance Management

Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.

Customer Relationship Management / Account Management

Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision-makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.

Operational Compliance

Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Customer Relationship Management (CRM) Data

Enter customer information that has been gathered through research and/or through direct customer contact into the CRM system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Or ensure that team members maintain up-to-date CRM data, identifying and resolving issues.

Internal Client Relationship Management

Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.

Work Scheduling and Allocation

Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Operations Management

Supervise others working within established operational systems.

Budgeting

Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization.

Skills

Backlog Management, Building Trust, Client Management, Communication, 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

Postgraduate

Closing Date

04 February 2025 , 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.

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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