Client Relationship Manager

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

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Overview

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

1.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.

2.Compliance & Governance

Policyholder Protection Rules (PPR)

3.Reporting & Analysis

4.Customer-Centric Engagement

5.Quality & Continuous Improvement

Values & Behaviours :

Qualifications & Experience :

Skills & Competencies

Skills

Competencies

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

03 October 2025 , 23 : 59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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