Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

The Assistant Operations Manager will be responsible for ensuring the highest degree of service delivery on every customer touch point and from the interdepartmental SLAs by ensuring efficient business processes and customer experience

Duties:

Spearhead enhancements and innovation within the business in relation to processes and systemsAddress cross-functional and interdepartmental process inefficiencies to ensure delivery of superior service to both internal and external customers.Track and report on Telephone Efficiency for the business with the objective of improve the response timeComplaints Management – Ensure all complaints are logged in CRM, tracked and resolved within the stipulated timelines as per the complaints management policyTrack all customer touch points for the business and address the root causes to ensure superior and differentiated customer experienceVisit customers, intermediaries and branches periodically with the focus on identifying emerging service issues, root causing and implement improvements to address the gapsTimely issuance of the management reports in respect to customer touch points, which include but not limited to Complaints, Service meetings, NPS/NES, Complaints, processing TATsContinuously improve processes by reviewing them periodically and automating routine processesMaintain and update processes manual for the department from Level 1 to 5 including SOPsEnsure compliance to DPA and AML business requirementsEnsure 100% compliance to existing business processing controls

Skills/Qualifications:

Bachelor’s degree in the relevant fieldProgressing to ACII Qualification5 years in medical insurance underwriting and operations functionsDemonstrate interest in attaining professional insurance qualificationGood spoken and written communication skillsStrong analytical and reporting skillsStrong skills with Microsoft Office Package: Excel, PowerPoint and Outlook

PERSONAL ATTRIBUTES             

Good communication skillsKnowledge in medical risk assessment.Good people skillsDiplomacy and tactHonesty and integrityGood assessment and analytical skillsAbility to work with cross functional teamsAbility to meet strict deadlinesAbility to interact at all levels

Skills

Competencies

Action OrientedBusiness InsightCultivates InnovationDecision QualityEnsures AccountabilityManages ComplexityNimble LearningOptimizes Work Processes

Education

Closing Date

20 May 2025 , 23:59

The Old Mutual Story!