Customer Onboarding Senior Administrator

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
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.
Role Description
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.
Key Responsibilities
Operational Delivery
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.
Stakeholder Engagement
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.
Complaints 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.
Personal Effectiveness
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.
Quality Assurance
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.
Role Requirements
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