GAP Death claims QA; Complaints and Training specialist

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Performs routine administrative duties such as drafting correspondences, scheduling appointments, organising and maintaining data, as well as assisting internal and external stakeholders.

Provides specialist operational support across GAP quality assurance, complaints management and training. The role is responsible for strengthening quality controls, monitoring complaint and service trends, supporting root cause analysis, developing learning interventions and ensuring that GAP processes are applied consistently, accurately and in line with governance, audit and customer-service expectations.

• supporting the end-to-end GAP quality assurance, complaints and training functions within the business, reviewing work outputs
• Providing complaint responses to all stakeholders (including regulators and internal stakeholders)
• Process adherence and customer communication to identify quality risks, training gaps and improvement opportunities
• Supporting Team Leaders, Knowledge Management, GAP operations and other stakeholders with technical guidance, coaching, reporting and remediation actions
• Contributing to continuous improvement initiatives, audit readiness, governance controls and the embedding of standardised GAP processes

• Ensure that all levels of complaints are acknowledged and responded to within SLA.
• Respond to complaints from social media, ombud , management and legal origin.
• Report into greater group complaints structure and to GAP management.
• Maintain a central complaints register to track volumes, ageing, complaint categories, root causes, accountable owners, resolution actions and customer outcomes.
• Perform complaint investigations by reviewing case history, supporting evidence, system notes, communication records and applicable process requirements.
• Identify complaint themes, repeat failures, service breakdowns and conduct risks, and escape material issues for corrective action and management attention.
• Draft clear, accurate and professional complaint responses that are evidence-based, empathetic and aligned to business, legal, compliance and customer-service standards.
• Coordinate remediation actions with operations, quality assurance, training, legal, compliance and management stakeholders to prevent recurrence and improve customer outcomes.
• Prepare regular complaints MI, trend analysis and insight reports for GAP management, governance forums and broader complaints reporting requirements.

• Deals with escalated GAP client queries and complaints and supports resolution through clear investigation, root cause analysis and stakeholder follow-up.
• Responsible for supporting reputation risk management by ensuring complaint responses are accurate, professional, evidence-based and aligned to process requirements.
• Plans and performs daily specialist activities in accordance with GAP Standard Operating Procedures, quality checklists, mandates and agreed service standards.
• Takes ownership of quality-related interactions across organisational boundaries, including engagement with GAP operations, Super Fund, Claims, Finance, Compliance, Legal, Knowledge Management and Team Leaders where required.
• Keeps up to date with GAP product, process, system, governance and legislative changes and shares relevant knowledge with the team through coaching, training and process updates.

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.

• Performs quality assurance reviews across applicable GAP work outputs, including customer communication, complaint handling, calculations, workflow actions, system updates and supporting evidence.
• Applies agreed QA methodology, sampling principles, check sheets and error classifications to support consistent and auditable quality reviews.
• Identifies QL1, QL2 and QL3 errors, complaint themes, process deviations and training gaps, and ensures these are recorded for trend analysis and…