Specialist : Ombudsman Complaints Resolution

Specialist : Ombudsman Complaints Resolution

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

Job Description

The purpose of this role is to implement a best practice complaints management framework for the Old Mutual Insure Customer Experience Complaints function (Insurance ombudsman, FSB, Consumer Commission, media and any other external legal bodies’ complaints) ensuring effective resolution and proactive prevention based on analysis.

Responsibilities

• Implement and take accountability for the operational framework and processes, of the complaints management function, partnering with the Head : Customer Experience to ensure an optimized model is in place
• Facilitate and maintain an effective TCF (Treating Customer Fairly) approach to the management of complaints
• Contribute to the maintenance of an Old Mutual Insure wide complaints reporting and tracking system (Response)
• Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing reports
• Appropriately elevate complaints to different specialist areas
• Manage complaints end-to-end; by prioritizing according to agreed criteria even if resolution is finalized in another department
• Facilitate complaints resolution meetings involving all relevant parties and using a root cause analysis approach
• Take a leading role in promoting the reporting of and learning from complaints including :
• Undertaking Divisional trend analysis
• Providing feedback / reports to the relevant Divisions
• Track the progression of action plans from complaints
• Monitor and track complaint trends, highlight risk factors etc to enable proactive solutions
• Produce reports on complaints, monitoring trends, response times, outcomes and action arising from complaints to enable proactive responses from business
• Provide complainant with feedback on the status of a complaint ensuring complainant is constantly informed on progress
• Prepare formal responses to customer complaints
• Assist the Head : Customer Experience with research of legal issues (or other input required) in order to arrive at a finding on complex complaints
• Interact with the insurance industry bodies if required to resolve a complaint
• Deal with media and issues concerning consumer complaints

Competencies

Education

Closing Date

24 November 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.

Seniority level

Employment type

Job function

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