Senior Customer Onboarding & Escalations Specialist

Old Mutual South Africa; Cape Town; Presencial; ZAR 420 000 - 620 000; Tempo integral

Resumo da oferta

Old Mutual South Africa is seeking an experienced professional to oversee Customer Onboarding operations, manage escalations and complaints, and collaborate with stakeholders to resolve issues and drive continuous improvement.

The role focuses on providing guidance to frontline teams, ensuring service standards, regulatory compliance, and business objectives are met while delivering positive customer outcomes.

Qualificações

• Matric (Essential)
• Relevant post-matric qualification (Advantageous)
• Knowledge of the OMP product is essential.
• 3-5 years proven experience/knowledge of OMP Customer Onboarding processes: CM, TIV, EBQ, Enquiries, Validate Documents Requests is essential.
• Proven working experience/knowledge of Bizagi, Bancs, CMOS, Efektiv and EMS is essential.

Responsabilidades

• Manage and resolve complex customer cases, complaints, and escalations.
• Act as an escalation point for Customer Onboarding operational queries.
• Investigate customer and adviser complaints and ensure fair, timely resolutions.
• Support leadership teams with operational oversight and case management activities.
• Drive adherence to service levels, quality standards, and customer experience expectations.
• Identify process failures, recurring themes, and opportunities for improvement.

Conhecimentos

Advanced case management

Escalation management

Stakeholder engagement

Data analysis

Process improvement

Training delivery

Governance and compliance

Written and verbal communication

Formação académica

Matric

Post-matric qualification

NQF Level 3 & NQF Level 2

Ferramentas

Bizagi

Bancs

CMOS

Efektiv

EMS

Descrição da oferta de emprego

Old Mutual South Africa is seeking an experienced professional to oversee Customer Onboarding operations, manage escalations and complaints, and collaborate with stakeholders to resolve issues and drive continuous improvement.

The role focuses on providing guidance to frontline teams, ensuring service standards, regulatory compliance, and business objectives are met while delivering positive customer outcomes.