Client Relationship Manager

Old Mutual Limited; Cape Town; On-site; ZAR 240,000 - 300,000; Full time

Job summary

Old Mutual Limited seeks an experienced client services administrator to support retirement fund transfers and onboarding processes. You will handle escalated queries, ensure compliance with FAIS/FICA, and collaborate across Compliance, Risk and Operations to remediate issues.

The role focuses on delivering accurate administration, strong client service and timely resolution of complex queries within a regulated financial services environment.

Qualifications

• Matric and at least 3 years in Financial Services.
• Full knowledge of Retirement Fund administration from transfer request to finalisation.
• Intermediate MS Office (Excel, Word, Outlook) and strong communication.

Responsibilities

• Subject matter expert in client services/administration/product/process.
• Support Asset Transfer process to ensure smooth customer experience and retention.
• Handle escalated queries or complaints to resolution.
• Adhere to Pension Funds Act and Fund Rules.
• Interpret and apply legislation to facts; ensure compliant processes.
• Execute tasks with sound judgment in client transfers administration.
• Maintain teamwork to achieve KPI targets and service quality.
• Serve as escalation point for complex matters beyond Administrators.
• Manage reputational risk associated with complaints and issues.
• Resolve technical problems in support of administrative queries.
• Apply specialist knowledge to focused, information-rich tasks.
• Process all client instructions accurately and timely.
• Handle onboarding and disbursement administration for clients.

Skills

Consultative Selling

Customer Complaint Mgmt

Customer Feedback

CRM Software

Customer Service

Data Management

Sales Opportunities

Upselling

Education

Matric / Grade 12

Bachelor’s degree advantageous

Tools

MS Office Suite

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

This role utilises expert knowledge in the specific fields of client services / administration / product / process to facilitate the 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.

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 Asset Transfer process to run smoothly; to enhance the customer (planner) experience; to retain the customer.
• Deals with escalated client queries or complaints and resolves issues to completion.
• Complying to the provisions of the Pension Funds Act and the Rules of the Fund.
• Ability to understand, interpret & apply various pieces of legislation to sets of facts.
• Consistent compliant process execution through the exercise of discretion and sound judgment with regards to the administration of the transfers.
• Sound & defensible reasoning.
• Maintain high level of teamwork to achieve the KPI’s.
• 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 all administration functions around client onboarding and client disbursements.
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice.
• Facilitates problem solution across organisational boundaries.
• To render an effective and efficient administrative service to clients.
• 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.
• Makes increased contribution by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

These responsibilities offer an overview and a general outline of the role and are not exhaustive.

Qualifications and Experience required

• Matric, and a minimum of 3 years working experience in the Financial Services Industry.
• Complete knowledge of Retirement Fund administration, from receipt of the transfer request to the finalization of the transfer.
• Relevant Bachelor’s degree is advantageous.
• Intermediate in MS Suite (Excel, MS Word and Outlook).
• Good communication skills and able to present ideas clearly (both written and verbal).
• Ability to work under pressure.
• A professional approach.
• Attention to detail.
• Accuracy.
• Meets deadlines.
• A team player with strong collaboration skills.
• Proactive, confident and show initiative.
• Excellent administrative, servicing, coordinating, support, relationship management and innovation skills.
• Excellent problem-solving skills.
• Good understanding of Administration systems.
• Sound Operational business knowledge.

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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 Oriented

Collaborates

Communicates Effectively

Customer Focus

Decision Quality

Directs Work

Interpersonal Savvy

Manages Complexity

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent

Closing Date

30 September 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!