Senior Customer Onboarding Escalations Lead

oldmutual; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Old Mutual in South Africa seeks an experienced Customer Onboarding Operations Specialist to drive expert handling of high-risk cases, escalations and complaints. You will apply deep knowledge of OMP processes, support across Medical Fees, Case Management, Tele-interview, EBQ and Enquiries to deliver service excellence.

The role emphasizes coaching, process improvement, stakeholder engagement and compliance with regulatory requirements.

Qualifications

• Extensive knowledge of Old Mutual Protect (OMP) Customer Onboarding processes.
• Ability to manage complex and high-risk cases, handling escalations and complaints.
• Experience across Medical Fees, Case Management (CM), Tele-interview (TIV), Existing Business Quotes (EBQ), Enquiries and Complaints Management.

Responsibilities

• Manage and resolve complex customer cases, complaints, and escalations.
• Act as escalation point for Customer Onboarding operational queries.
• Investigation of customer and adviser complaints and ensuring timely resolutions.
• Support leadership with operational oversight and case management activities.
• Drive adherence to service levels, quality standards and customer experience expectations.
• Identify process failures and opportunities for improvement.
• Collaborate with internal and external stakeholders to resolve challenges.
• Support business continuity across Customer Onboarding functions.
• Monitor trends and recommend solutions to improve efficiency and outcomes.
• Ensure compliance with regulatory, governance and business requirements.

Job description

Old Mutual in South Africa seeks an experienced Customer Onboarding Operations Specialist to drive expert handling of high-risk cases, escalations and complaints. You will apply deep knowledge of OMP processes, support across Medical Fees, Case Management, Tele-interview, EBQ and Enquiries to deliver service excellence.

The role emphasizes coaching, process improvement, stakeholder engagement and compliance with regulatory requirements.