Customer Service Team Lead at Old Mutual Plc

Old Mutual Life and Old Mutual General are part of the Old Mutual Limited group in Nigeria, a premium African financial services group that offers life protection, general insurance, savings, investments and lending services to 11.3 million customers in 14 countries across Africa and China.

We are recruiting to fill the position below:

Job Title: Customer Service Team Lead

Location: Lagos
Employment Type: Full-time

Job Description

• This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules.
• The role is fully multi-skilled across products and processes and has extensive, relevant experience.

Description

• Provide telephonic and face-to-face service to customers and intermediaries.
• Delivers on daily production standards and adheres to service and quality standards.
• Fully multi-skilled across products and processes.
• Has extensive, relevant experience.
• Adheres to business, process and compliance rules.
• May act as mentor to less experienced Consultants.

Key Result Area
Relationship Building:

• Maintains relationships with relevant departments.
• Builds and maintains relationships with intermediaries and brokers.
• Manages customer relationships in person or telephonically.

Quality Assurance:

• Performs quality checks on own work.
• Adheres to service and quality standards.

Personal Effectiveness:

• 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.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.
• Makes increased contributions by broadening individual skills.

Coaching:

• May act as mentor to less experienced agents.
• Compliance:
• Adheres to business, process and compliance rules.

Client Service Delivery:

• Provides telephonic and face-to-face service to customers and intermediaries.
• Delivers on daily production standards.
• Ensure completeness of monthly renewal data.
• Maintain relationships with other stake holders and process owners to improve work efficiency and customer satisfaction.
• Informs clients of requirements and procedures.
• Provides input to other areas i.e. client feedback/queries.
• Assist the business in any other capacity as required from time to time
• Manage relationships with high-net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the relationship manager.
• Measure and analyse customer experience surveys for G.I retail and corporate on an interactive and continuous basis. Design and coordinate other service surveys as required by the business.

Required Qualifications & Experience

• A First Degree or its equivalent
• Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
• 3 years’ customer service experience, especially in the financial services sector
• Excellent communication skills (verbal and written)
• Interpersonal and time management skills

Skills:

• Communication, Computer Literacy, Microsoft Excel, MS Office Skills, • Excellent command of the English language, both in communication ability and in drafting skills.

How to Apply
Interested and qualified candidates should:
Click here to apply

Application Deadline  7th April, 2024.