Team Leader | Old Mutual

Job Description

• Manages daily operational (client service and or administrative) delivery within specific functional area.
• Delivers, maintains and enhances service / work standards and work quality via a team of clerical staff, within a given process/es.
• Manages an operational budget, employee well-being and morale and other people processes (such as Recruitment, Performance Management and Talent Management).
• Accountable for technical decision making of a function as well as management of work volumes / flow.
• Establishes and maintains client / customer relationships.
• Could take accountability for the implementation of a strand of an operational project.
• Extensive experience in day to day management.
• Manages between 5 and 20 clerical staff (could include some specialist staff).
• Supervise a team of frontline servicing staff, maintains proactive relationships with key customers and internal stakeholders on a regular basis, and serves as an expert in handling complex processes relating to SuperFund products. Examples, New business installations, Payroll Support, PPR, Scheme maintenance, Special Rules and onboarding of new clients.

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 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.

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.

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.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Skills

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Drives Results
• Instills Trust

Closing Date

• 15 January 2026