Customer Onboarding Senior Administrator

In brief

Overview This role at Old Mutual is for a Customer Onboarding Senior Administrator, a subject matter expert position within the Customer Onboarding team. The incumbent will apply advanced operational expertise, managing complex and high-risk cases, handling escalations and complaints, and driving process improvements. The role supports capability development through training and coaching, engages with stakeholders to resolve operational challenges, and ensures service excellence, operational effectiveness, and positive customer outcomes, particularly within Old Mutual Protect (OMP) Customer Onboarding processes. This includes providing support across functions such as Medical Fees, Case Management (CM), Tele-interview (TIV), Existing Business Quotes (EBQ), Enquiries, and Complaints Management. What you will do * Apply advanced operational expertise across Customer Onboarding and serve as a subject matter expert. * Manage and resolve complex customer cases, complaints, and escalations. * Act as an escalation point for Customer Onboarding operational queries. * Investigate customer and adviser complaints, ensuring fair and 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, conducting 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. * Support onboarding and upskilling of new and existing employees, facilitating 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 and promote a culture of continuous learning. * Participate in Root Cause Correction (RCC) activities and investigations, identifying recurring operational issues and recommending sustainable solutions. * Support implementation and monitoring of process improvement initiatives, driving continuous improvement through data analysis, trend identification, and stakeholder feedback. * Contribute to improving customer experience and operational efficiencies. * 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, and TIV Processes. * Ensure adherence to quality and compliance standards, conducting quality reviews and identifying improvement opportunities. * Promote a "first-time-right" approach and maintain accurate and audit-ready records. Requirements (from the original advert) * Matric Essential * 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 essential. * Understanding of the OMP sales and servicing EBQ value chain is essential. * Proven experience in managing and resolving complex customer cases, complaints, and escalations is essential. * Competencies: 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. * Skills: 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. Who should apply The ideal candidate for this role will have a relevant post-matric qualification and an understanding of sales distribution channels. They will have experience facilitating training, coaching, or knowledge-sharing sessions, as well as experience engaging with multiple stakeholders across business areas. Knowledge and experience in Case Management and TIV are highly advantageous. They should be a person who demonstrates ownership and accountability, acts as a role model for company values and behaviours, and builds positive working relationships across teams. They display resilience and professionalism under pressure, take initiative, drive solutions proactively, and support team success through knowledge sharing and collaboration. This individual continuously seeks opportunities to improve processes and customer outcomes, ensures adherence to quality and compliance standards, promotes a "first-time-right" approach, maintains accurate and audit-ready records, and consistently meets governance and compliance requirements. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/customer-onboarding-senior-administrator-old-mutual Source: myjobmag

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At a glance

• At least 3 years of experience.

• Customer service

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