Senior Relationship Manager

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

This role utilises expert knowledge in the specific fields of client services/ administration/product/process to resolve technical problems, usually in support of administrative queries/issues. The incumbent is individually accountable for achieving service delivery and results through own efforts. Individually accountable for managing own time, tasks and output. Pro-activeness and a willingness to take responsibility is rewarded through remuneration and career progression.

Responsibilities

• This role functions as a subject matter expert in a specific field of client services /administration/product/process.

• Responsible to support and enable the Operations team and Sales Team to grow and retain market share; to enhance the customer experience; to retain the customer.

• Deals with escalated client queries or complaints and resolves issues to completion.

• Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.

• Responsible for managing reputational risk associated with complaints.

• Resolves technical and complex problems, especially in support of administrative queries / issues.

• Applies specialist knowledge in a focused role working with relatively complex information.

• Deals with all client instructions, queries or complaints timeously and accurately.

• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.

• Facilitates problem solution across organisational boundaries.

• Work closely with Compliance, Risk and Operations to ensure delivery and execution of remediation activities (AML/FATCA/CRS).

• Strict adherence to regulatory requirements (FICA, FAIS).

• Uses knowledge of products to secure an end-to-end finalisation of client instructions, queries or complaints.

• Identify any training needs for external advisers and be able to conduct training where applicable.

• Collaborates effectively with others to achieve personal results.

• Accepts and lives the company values

Qualifications and Experience required

• Proven experience in building and maintaining relationships with Senior Stakeholders (Essential).

• Tertiary education advantageous.

• Minimum 3 years’ experience within the investment industry compulsory.

• Offshore Investment Knowledge advantageous.

• Intermediate in MS Suite (Excel, MS Word and Outlook).

• Excellent communication skills and can present ideas clearly (both written and verbal).

• A professional approach.

• Excellent attention to detail.

• Accuracy.

• Meets deadlines and ability to work under pressure.

• A team player with strong collaboration skills.

• Proactive, confident and show initiative.

• Excellent problem-solving skills.

Skills

Consultative Selling, 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, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCollaboratesCommunicates EffectivelyCustomer FocusDecision QualityDirects WorkInterpersonal SavvyManages Complexity

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

30 April 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!