Client Relationship Manager – Complaints

Old Mutual Limited

. Deal with escalated client queries and complaints, ensuring resolution to completion .

Posted 10/8/2026full-timePinelands • South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaints handling and client service delivery, with a strong focus on root cause analysis and process improvement. Proficient in managing reputational risk and ensuring compliance with regulatory standards in the financial services sector.

Highest-signal resume keywords

Complaints HandlingClient Service DeliveryRoot Cause AnalysisRegulatory ComplianceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisComplaints HandlingClient Service DeliveryProcess ImprovementGovernance AdherenceQuality ChecksSLA ManagementFinancial Services KnowledgeEmployee Benefits ExperienceRetirement Fund Act Knowledge

Soft Skills

Excellent Communication SkillsProfessionalismIndependent Task ManagementAnalytical ThinkingProblem-Solving

Tools & Technologies

Tracking MechanismsReporting ToolsComplaints Handling Tools

Certifications & Qualifications

NQF Level 5 - Higher, Advance or Occupational Certificate

Industry Keywords

Financial ServicesReputational Risk ManagementClient EngagementService Delivery StandardsComplaints SOPs

About the role

Key responsibilities & impact

Deal with escalated client queries and complaints, ensuring resolution to completion
Act as a support person and escalation point for complex and difficult cases or clients
Facilitate root cause analysis and solution/action tracking across organisational boundaries
Ensure client and intermediary service delivery aligns with approved business practices
Manage reputational risk through professional and compliant engagement
Provide technical product and process support through case finalisation
Remain current with product, process, and regulatory developments
Ensure compliance with Complaints SOPs and agreed SLAs
Apply root cause analysis to drive process improvements and sustainable solutions
Develop and maintain tracking mechanisms for corrective-action effectiveness
Maintain controls supporting policy and governance adherence
Use systems and tools to report trends, action effectiveness, and improvement areas
Identify opportunities to improve complaints-handling tools and reporting
Collaborate with internal stakeholders to achieve objectives
Manage own time, tasks, and quality independently across short- to medium-term deliverables
Perform quality checks for accuracy and completeness
Initiate, support, and promote continuous improvement across the administration and complaints-handling value chain

Requirements

What you’ll need

Experience in complaints handling, client service delivery, or escalations management
Financial services experience advantageous
At least 3 years employee benefits experience, coupled with knowledge of the retirement fund act (Preferred)
Strong understanding of customer service principles, governance, and reputational risk management
Excellent written and verbal communication skills
Ability to handle sensitive and complex matters professionally
Strong analytical and problem-solving skills, including root cause analysis
Ability to work independently, manage multiple priorities, and meet SLA-driven deadlines
Proficiency in more than one official South African language is an advantage
NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Benefits

Comp & perks

Hybrid work arrangement
Employment Equity Plan appointment consideration