Call Centre Team Team Leader

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd is seeking a dynamic Call Centre Team Leader to manage the Member Support Call Centre, covering onboarding through to claims and ongoing servicing. You will lead a fast-paced team, ensure service levels, and drive improvements using automation and AI to enhance efficiency and member outcomes.

The role emphasizes ownership of operations, people leadership, and delivering exceptional customer experiences while meeting regulatory requirements and

Qualifications

• Matric (essential)
• A relevant tertiary qualification would be an advantage
• Proven ability to drive process improvement and operational efficiency
• Proven experience with Leading people
• Strong analytical and problem-solving skills
• Strong stakeholder management and relationship-building ability
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively
• Working knowledge and experience within a Call Centre environment, workflow systems will be advantageous
• Experience within the retirement fund industry and an understanding of associated operational and member service processes would be highly advantageous.

Responsibilities

• Take full ownership of daily call centre operations, ensuring service levels, quality standards, and productivity targets are consistently achieved.
• Ensure professional, efficient member interactions and ensure actions improve service quality and end-to-end experience.
• Lead, coach, mentor, and develop a high-performing customer service team with accountability.
• Ensure adherence to policies, procedures and regulatory requirements; maintain high quality and accuracy.
• Build strong relationships with internal and external stakeholders and resolve service issues.
• Identify opportunities to automate manual processes and drive AI-enabled tools to improve productivity.

Skills

Leadership

Analytical thinking

Communication

Problem solving

Stakeholder management

Independent/Proactive

Team development

Education

Bachelor of Commerce

Matric

Job description

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 We are seeking a dynamic, high-energy, and hands-on Call Centre Team Leader to lead our Member Support Call Centre, which provides retirement fund administration and member support services across the full member journey. From onboarding and contributions through preservation, benefit payments, claims, and ongoing member servicing, this role plays a critical part in ensuring an exceptional member experience while delivering operational excellence. The successful candidate will take full ownership of a fast-paced customer servicing environment, leading a team of customer service professionals to consistently deliver outstanding service, achieve operational targets, and maintain high-quality client and member outcomes. We are looking for a leader who manages on the pulse of the operation, anticipates challenges before they arise, and drives accountability through strong people leadership. The ideal candidate will thrive on continuous improvement, embrace innovation, and have a passion for leveraging automation, AI, and technology-driven solutions to enhance service delivery, streamline processes, and improve operational efficiency.

Key Result Areas

• Operational Management: Take full ownership of daily call centre operations, ensuring service levels, quality standards, and productivity targets are consistently achieved. Monitor real-time operational performance and proactively manage workloads, queues, escalations, and resource allocation. Ensure efficient workflow management and optimal utilisation of team capacity. Analyse performance metrics and trends to identify risks, opportunities, and areas for improvement. Drive operational excellence through continuous process review and improvement initiatives Ensure business continuity and operational resilience within the team.
• Service Excellence: Champion a customer-first culture that delivers exceptional member experiences across the retirement fund member journey. Ensure all member and client interactions are handled professionally, efficiently, and in line with service standards Monitor customer satisfaction levels and implement actions to improve service quality. Manage complex queries, complaints, and escalations to successful resolution. Identify opportunities to enhance the end-to-end member experience.
• People Leadership & Team Development: Lead, coach, mentor, and develop a high-performing customer service team. Create a culture of accountability, ownership, engagement, and continuous improvement. Conduct regular one-on-one discussions, team meetings, and performance reviews. Set clear performance expectations and manage employee performance effectively. Recognise and reward high performance while addressing performance concerns proactively Support employee wellbeing, engagement, and professional development.
• Quality Assurance & Compliance: Ensure adherence to company policies, operational procedures, and regulatory requirements. Maintain high standards of accuracy, quality, and service delivery. Conduct regular quality reviews and implement corrective actions where required Review and update operational procedures and SOPs to support compliance and best practice.
• Stakeholder & Relationship Management: Build and maintain strong relationships with internal and external stakeholders. Collaborate with business units to resolve service issues and improve operational effectiveness. Act as a key point of contact for operational matters relating to member servicing Communicate performance, risks, and operational insights to management and stakeholders. Foster a collaborative and customer-centric approach across teams.
• Innovation, Automation & Continuous Improvement: Identify opportunities to automate manual processes and eliminate inefficiencies. Drive adoption of AI-enabled tools and digital solutions to improve productivity and customer outcomes. Encourage innovative thinking and a continuous improvement mindset within the team Lead initiatives that simplify processes and enhance operational effectiveness Stay informed of industry trends, emerging technologies, and best practices to future-proof the operation.

Qualifications, Skills, Experience Required

• Matric (essential)
• A relevant tertiary qualification would be an advantage
• Proven ability to drive process improvement and operational efficiency
• Proven experience with Leading people
• Strong analytical and problem-solving skills
• Strong stakeholder management and relationship-building ability
• Strong communication skills (both verbal and written)
• Proven ability to work independently and proactively
• Working knowledge and experience within a Call Centre environment, workflow systems will be advantageous
• Experience within the retirement fund industry and an understanding of associated operational and member service processes would be highly advantageous.

Skills

• Communication
• Conflict Resolution
• Customer Service
• Relationship Management
• Data Analysis
• Operational Efficiency
• Process Improvements
• Team Development

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Drives Results
• Instills Trust

Education Bachelor Commerce, Matriculation Certificate (Matric) (Required)

Closing Date 18 October 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!

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.