Client Relationship Manager

Description

Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities

Product/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Job Requirements
:

Matric

Minimum 5 to 8 years work experience in Life Assurance, Pension Fund Administration

2 years experience as a Client Relationship Manager would be advantageous

A good understanding of legislation pertaining to financial services

Excellent command of the English, and an African Language (essential)

Good communication and interpersonal skills

Able to adapt servicing style according to the client’s needs

A team player

Excellent customer care skills backed by experience

Attention to detail.

Must display sound planning and organising skills

Have a high stress tolerance

Additional Responsibilities:

Able to liaise with various levels of Managers;
Regulatory bodies & Board of Trustees.

Point-of-contact resolution i.e. handling of complaints/queries

Gather all required information needed to understand root cause of complaint, assist client and resolve the complaint.

Able to identify inconsistencies, processing issues, system errors and identify enhancements. To use this information to educate the various Business units.

Able to convey technical or complex information accurately and clearly.

Ensure the quality of work produced represents Old Mutual’s high standards. Hence ensuring accurate and efficient delivery of work.

Ensure work is delivered within specified time frames in partnership with supporting areas to achieve Service Level agreements.

Be willing to work extended times when needed to complete work.

Competencies:

Customer Focus

Decision Making

Gaining Commitment

Initiating Action

Ownership

Technical Knowledge

Tenacity

Thinking skills

Communication

Writing Skills

Trend analysis & reporting

Team Player

Innovation

Skills

Client Relationship Management, Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Reporting, Sales Data Management, Service Level Agreement (SLA), Stakeholder Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented Collaborates Communicates  Effectively Customer Focus Decision Quality Directs Work Interpersonal Savvy Manages Complexity

Education

Matriculation Certificate (Matric) (Required)

Closing Date

02 March 2026 , 23:59