Member Support Call Centre Lead

Old Mutual Limited; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Old Mutual Limited in Cape Town seeks a dynamic Call Centre Team Leader for the Member Support Call Centre. Lead a team delivering retirement fund administration and member services across onboarding, contributions, preservation, payments, claims and servicing to ensure exceptional member experience and operational excellence.

You will own a fast-paced customer servicing environment, drive accountability, coach staff, and implement automation and AI-driven improvements to streamline processes

Qualifications

• Matric is 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 (verbal and written).
• Experience in a Call Centre environment and workflow systems advantageous.
• Experience in retirement fund industry and related processes advantageous.

Responsibilities

• 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.
• Recognise and reward high performance while addressing performance concerns.
• Support employee wellbeing, engagement and professional development.
• Oversee adherence to policies, procedures and regulatory requirements.
• Review and update SOPs to support compliance and best practice.
• Communicate performance, risks and insights to management and stakeholders.

Skills

Communication

Conflict Resolution

Customer Service

Data Analysis

Operational Efficiency

Process Improvements

Team Development

Education

Bachelor Commerce

Matriculation Certificate

Job description

Old Mutual Limited in Cape Town seeks a dynamic Call Centre Team Leader for the Member Support Call Centre. Lead a team delivering retirement fund administration and member services across onboarding, contributions, preservation, payments, claims and servicing to ensure exceptional member experience and operational excellence.

You will own a fast-paced customer servicing environment, drive accountability, coach staff, and implement automation and AI-driven improvements to streamline processes