Client Relationship Manager at Old Mutual

Job Description

• An exciting opportunity exists for a Client Relationship Manager (CRM) who will be responsible to manage, investigate, and resolve customer complaints in line with the Complaints Management Framework, ensuring compliance with the PPR, Conduct Standards, and internal policies. The role requires delivering fair, consistent, and timely outcomes while maintaining accurate records and supporting continuous improvement through root cause analysis.

Responsibilities

Complaint Handling & Resolution

• Receive, acknowledge, and register complaints across all channels (email, phone, online, branch, Ombudsman referrals).
• Assess complaints and classify them into the correct level (1, 2, or 3) as per the framework.
• Investigate complaints fairly, objectively, and thoroughly, ensuring root cause analysis is applied.
• Resolve complaints within the defined SLA and complexity timelines (aligned to PPR).
• Apply the compensation SOP and matrix consistently, escalating where required.
• Communicate decisions and outcomes clearly to complainants, providing reasons for decisions.

Compliance & Governance 

• Ensure complaint handling complies with:
• Policyholder Protection Rules (PPR)
• Treating Customers Fairly (TCF) Outcomes
• Internal complaints management policies and SOPs.
• Escalate high-risk, regulatory, or Ombudsman complaints to senior management in line with escalation protocols.
• Maintain detailed, accurate, and auditable records in the Complaints Management System (CMS).

Reporting & Analysis

• Capture complaint details, decisions, and resolutions for reporting purposes.
• Contribute to internal reports on complaint trends, compensation awarded, and SLA adherence.
• Identify recurring issues and contribute to root cause analysis for process improvement.

Customer-Centric Engagement

• Treat all complainants with fairness, empathy, and professionalism.
• Apply vulnerable customer guidelines to ensure additional support where necessary.
• Promote trust and transparency in all customer interactions.

Quality & Continuous Improvement

• Participate in quality assurance reviews of complaint handling.
• Provide feedback on policies, processes, and systems to improve complaint management.
• Support training initiatives for colleagues on complaint handling best practices.
• Values & Behaviours:
• Integrity and fairness in all decisions.
• Customer-first mindset.
• Accountability and ownership of complaint outcomes.
• Commitment to continuous improvement and learning.

Qualifications & Experience:

• Relevant tertiary qualification (Business, Finance, Law, Risk, or Customer Service).
• 2–3 years’ experience in complaints handling, customer service, or financial services.
• Knowledge of complaint management systems (CMS) and reporting tools.
• Exposure to regulatory complaints (Ombudsman, FSCA) will be advantageous.
• Possible requirement to work outside core hours to be accessible to customers

Skills & Competencies

• Strong knowledge of financial services regulations (PPR, Conduct Standards, TCF).
• Excellent analytical and investigative skills.
• Ability to apply complaints framework SOPs consistently (resolution, compensation, escalation).
• Strong written and verbal communication skills.
• Conflict resolution and negotiation skills.
• High attention to detail and accuracy in record-keeping.
• Empathy and ability to deal with vulnerable customers.

Skills

• Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Interpersonal Savvy
• Manages Complexity

Education

• NQF Level 5 – Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 03 October 2025

Method of Application
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