Senior Customer Onboarding Specialist & Process Improvement

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd is seeking an experienced Onboarding Specialist to manage escalations, complaints, and high‑risk cases within Customer Onboarding. You will lead process improvements, coach teams, and engage with multiple stakeholders to resolve operational challenges while ensuring service standards and regulatory compliance.

The role requires extensive knowledge of OMP processes and a track record of delivering exceptional customer outcomes across CM, TIV, EBQ, and

Qualifications

• Matric (Essential)
• 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.
• Experience with Bizagi, Bancs, CMOS, Efektiv and EMS.
• Understanding of the OMP sales and servicing (EBQ) value chain is essential.
• Experience engaging with multiple stakeholders across business areas.

Responsibilities

• Operational Delivery: OMP experience essential; OMP sales process, EBQ for OMP, 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.
• Collaborate with internal and external stakeholders to resolve operational challenges.
• Support business continuity by providing assistance across Customer Onboarding functions where required.
• Monitor trends and recommend solutions to improve efficiency and customer outcomes.
• Ensure compliance with regulatory, governance, and business requirements.

Skills

Advanced case management

Complaint handling

Escalation management

Stakeholder engagement

Training and coaching

Process improvement

Data analysis

Quality assurance

Education

Matric

Post-matric qualification (advantageous)

Tools

Bizagi

Bancs

CMOS

Efektiv

EMS

Job description

Old Mutual Life Assurance Company (SA) Ltd is seeking an experienced Onboarding Specialist to manage escalations, complaints, and high‑risk cases within Customer Onboarding. You will lead process improvements, coach teams, and engage with multiple stakeholders to resolve operational challenges while ensuring service standards and regulatory compliance.

The role requires extensive knowledge of OMP processes and a track record of delivering exceptional customer outcomes across CM, TIV, EBQ, and