- This role applies advanced operational expertise across Customer Onboarding and serves as a subject matter expert within the team. The incumbent is responsible for managing complex and high-risk cases, handling escalations and complaints, driving process improvements, supporting capability development through training and coaching, and engaging with stakeholders to resolve operational challenges.
- The role requires extensive knowledge of Old Mutual Protect (OMP) Customer Onboarding processes and the ability to provide support across multiple functions, including Medical Fees, Case Management (CM), Tele-interview (TIV), Existing Business Quotes (EBQ), Enquiries and Complaints Management. The incumbent acts as a key support resource to leaders and teams, ensuring service excellence, operational effectiveness, and positive customer outcomes.
- To support the delivery of exceptional customer service through the management of escalations, complaints, stakeholder engagements, quality interventions, training initiatives, and process improvements.
- The role serves as an operational expert and escalation point, providing guidance and support to frontline teams while ensuring adherence to service standards, regulatory requirements, and business objectives.
- 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.
- Build and maintain strong relationships with internal stakeholders, advisers, service providers, and support areas.
- Facilitate collaboration between teams to resolve customer issues efficiently.
- Represent Customer Onboarding in operational discussions and stakeholder engagements.
- Provide clear and structured feedback to stakeholders regarding operational concerns and customer impacts.
- Influence positive outcomes through effective communication and relationship management.
- Take ownership of customer complaints from receipt to resolution.
- Conduct thorough investigations and root cause analysis.
- Ensure customers are kept informed throughout the complaint handling process.
- Draft professional complaint responses aligned to regulatory and company requirements.
- Identify complaint trends and recommend preventative actions.
Training, Coaching and Capability Development
- Support onboarding and upskilling of new and existing employees.
- Facilitate process refresher sessions and knowledge-sharing initiatives.
- Provide coaching and guidance on operational processes and complaint management.
- Assist leaders in identifying development opportunities within teams.
- Promote a culture of continuous learning and operational excellence.
RCC and Process Improvement
- Participate in Root Cause Correction (RCC) activities and investigations.
- Identify recurring operational issues and recommend sustainable solutions.
- Support implementation and monitoring of process improvement initiatives.
- Drive continuous improvement through data analysis, trend identification, and stakeholder feedback.
- Contribute to improving customer experience and operational efficiencies.
Cross-Skilling and Operational Support
The successful candidate should demonstrate extensive knowledge of Customer Onboarding processes and be capable of supporting:
- Customer Onboarding Operations
- Complaints Management
- RCC Processes
- Escalations Management
- Medical Fees
- Case Management
- TIV Processes
- Knowledge/experience Case Management and TIV will be highly advantageous.
- Demonstrates ownership and accountability.
- Acts as a role model for company values and behaviours.
- Builds positive working relationships across teams.
- Displays resilience and professionalism under pressure.
- Takes initiative and drives solutions proactively.
- Supports team success through knowledge sharing and collaboration.
- Continuously seeks opportunities to improve processes and customer outcomes.
- Ensures adherence to quality and compliance standards.
- Conducts quality reviews and identifies improvement opportunities.
- Promotes a "first-time-right" approach.
- Maintains accurate and audit-ready records.
- Ensures governance and compliance requirements are consistently met.
Qualifications and Experience
- Matric (Essential)
- Relevant post-matric qualification (Advantageous)
- 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.
- Proven working experience/knowledge of Bizagi, Bancs, CMOS, Efektiv and EMS is pessential.
- Understanding of the OMP sales and servicing (EBQ) value chain is essential.
- Understanding of the sales distribution channels is advantageous.
- Proven experience in managing and resolving complex customer cases, complaints, and escalations is essential.
- Experience facilitating training, coaching, or knowledge-sharing sessions is advantageous.
- Experience engaging with multiple stakeholders across business areas.
- Stakeholder management
- Coaching and facilitation skills
- Root cause analysis
- Problem solving and decision making
- Complaint handling and conflict resolution
- Process improvement mindset
- Customer centricity
- Effective communication
- Planning and prioritisation
- Attention to detail
- Resilience and adaptability
- Ownership and accountability
- Advanced case and complaint management
- Escalation management
- Facilitation and training delivery
- Stakeholder engagement and influencing
- Operational risk identification
- Process improvement and continuous improvement methodologies
- Data analysis and trend identification
- Report writing and presentation skills
- Governance and compliance awareness
- Strong written and verbal communication skills
- Multi-skilled operational capability across Customer Onboarding functions