Old Mutual Jobs in South Africa : Client Relationship Manager
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- Company: Old Mutua
- Location: Cape Town, Western Cape, South Africa
- State: Western Cape Jobs
- Job type: Full-Time
- Job category: Banking Jobs in South Africa
Old Mutual is the 2018 No 1 Top Employer in South Africa and Ghana and remains the Industry Leader in Financial Services and Insurance. We have also been certified as a Top Employer in all the 13 countries across the African continent. We are rooted in our purpose of �Enabling Positive Futures� and believe that a great customer experience is anchored in a great employee experience. We strive to enable our employees to Unleash Their Greatness through a Great Career, at a Great Global Company, with Great Leaders, in a Great Culture with Great Rewards and Recognition.
Key focus of the role:
This role is responsible for the end-to-end ownership and resolution of all customer related interactions received across multiple engagement channels. This role will also ensure point of contact resolution is delivered as far as possible, whilst ensuring that out of scope interactions are fully facilitated and managed through to resolution.
An essential function of this role is to deliver exceptional Client Experience Management to all Clients and/or Intermediaries ensuring that Old Mutual�s value proposition is regarded as exclusive � it will deliver an experience which goes beyond just product servicing. The role aims to build trusted relationships with our clients/intermediaries through providing service of the highest quality, at all times.
� End-to-end ownership and resolution of all client related interactions.
� Uses knowledge of products and investment markets to secure end-to-end finalisation of all client interactions.
� Facilitates problem solution across organisational boundaries.
� Responsible for managing reputational risk associated with complaints.
� Responsible for ensuring that service delivery to clients/intermediaries is consistent with best practice.
� Accountable for service delivery through own efforts.
� Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
� Makes increased contributions by broadening individual skills.
� Collaborates effectively with others to achieve personal results.
� Accepts and lives the company values.
� Owning the relationship with selected intermediaries.
� Developing and maintaining effective working relationships with channel management and key intermediaries.
� Personal interaction when liaising with Clients / Intermediaries.
� Able to convey technical or complex information clearly and accurately.
� Proactively and successfully build relationships with key planners and internal departments.
� Informing key planners of relevant changes in terms of products, legislative and/or other requirements.
� Keeping of records and tracking of enquiries .
� Gathering of required information in order to resolve client servicing problems, issues or queries as required by intermediaries.
� Representing and promoting Old Mutual at all times.
� Doing root cause analysis on errors or complaints and giving feedback to the relevant internal value chain.
� Receiving or eliciting planner or client feedback on service satisfaction.
� Working actively with support areas to achieve service standards.
� Delivering on adhoc assignments.
� Willingness to work shifts between 08h00 and 17h00, or overtime if and when required.
� Willingness to be available to key clients via cellphone.
� Willingness to travel nationally to visit key clients if and when required.
� Tertiary degree (BTech or BCom), Diploma in Finance or CFP / RFP / Certificate Wealth Management advantageous.
� Training skills.
� At least 3-4 years Financial Services industry experience.
� Wealth Product knowledge.
� Proven knowledge of, and interest in Financial Markets is essential.
� Knowledge of the Financial Services Industry (i.e. financial planning, commission, product offerings, etc).
� Computer literacy essential (Word/Excel/Outlook/Powerpoint).
� Must present a professional image.
� Excellent communication (verbal & written) interactive skills.
� Strong interpersonal persuasive, negotiation and presentation skills.
� Be able to work under pressure.
� A passionate team player.
� Must display sound planning & organizational skills.
� Able to display tact, diplomacy & empathy.
� Sound problem solving skills and ability to take ownership for problems.
� High stress tolerance levels.
� Collaboration (Relating)
� Customer First
� Innovation (Perspective)
� Leading with Influence
� Personal Mastery (Learning)
We welcome applications from candidates with disabilities.
Please note: Only applications submitted via our website will be considered. Email applications may not be considered.