Senior Onboarding Operations Specialist

Old Mutual Limited; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Old Mutual Limited is seeking an experienced Operational expert for Customer Onboarding to manage escalations, complaints and complex cases. You will support leadership with case management, training, and process improvements while ensuring service standards and regulatory compliance are met.

The role requires extensive knowledge of OMP processes (Onboarding, EBQ, enquiries) and collaboration across multiple stakeholders to deliver exceptional customer outcomes.

Qualifications

• Proven experience in handling complex customer cases and escalations.
• Knowledge of OMP processes (CM, EBQ, Enquiries, Validation).
• Ability to investigate root causes and drive resolutions.
• Experience training and coaching teams on operational processes.
• Engagement with multiple stakeholders across business areas.

Responsibilities

• Manage and resolve complex customer cases, complaints, and escalations.
• Act as escalation point for onboarding operational queries.
• Conduct thorough investigations and provide timely updates to customers.
• Support leadership with case management and operational oversight.
• Drive adherence to SLAs, quality standards and customer outcomes.
• Identify process failures and opportunities for improvement.
• Collaborate with internal/external stakeholders to resolve challenges.
• Deliver training and knowledge-sharing to enhance capability.

Skills

Advanced case management

Escalation management

Complaint handling

Stakeholder engagement

Coaching and facilitation

Operational excellence

Education

Matric (Essential)

Relevant post-matric qualification (Advantageous)

NQF Level 3 & NQF Level 2 - Below school leaving

Tools

Bizagi

Bancs

CMOS

Efektiv

EMS

Job description

Old Mutual Limited is seeking an experienced Operational expert for Customer Onboarding to manage escalations, complaints and complex cases. You will support leadership with case management, training, and process improvements while ensuring service standards and regulatory compliance are met.

The role requires extensive knowledge of OMP processes (Onboarding, EBQ, enquiries) and collaboration across multiple stakeholders to deliver exceptional customer outcomes.