Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
This role manages a team of financial and client relations consultants and all processes in a branch to ensure achievement of objectives and drive overall branch performance. Individually accountable, over periods of 1 day to 3 months for ensuring sales targets and objectives of the team are achieved.Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.
Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer's needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer's agreement.
Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.
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.
Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.
Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer inquiries while helping senior colleagues manage and maintain customer relationships.
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.
Provide coaching to team members to develop their skills.
Additional responsibilities (Detailed)
Supports and motivates the consultant team in the branch to drive sales and service of insurance and lending products, as well as referrals and collections and effectively communicating and setting clear expectations on targets and required outcomes.
Manages the branch as a profit centre, ensuring the appropriate balance of products sold, service and expenses.
Manages and supervises the consultant team through effective performance appraisal, handling of disciplinary issues, and monitoring of staff attendance.
Conducts manager reviews and ensures policies, procedures and company values are adhered to in all branch operations, and that there is a compliance of processes for audit purposes and deal proactively with any non-compliance.
Ensures that consultants are properly trained and internal capabilities are developed through the identification of talent, ongoing informal and formal coaching and mentoring and the structuring of effective development plans focused on both sales and soft skills.
Plans and monitors daily and future activities and progress to identify any impact on targets and productivity and ensure all operations run smoothly and efficiently.
Maintains branch operations through effective expense and cost management in support of branch profitability.
Ensures that all people resources, systems and equipment are in place, functional and comply with the corporate identity to promote professionalism and efficiency of the branch.
Achieves superior customer service and client centric behaviour through resolving client queries and complaints promptly, professionally and effectively
Manages the relationship with internal & external stakeholders (RMM, i-Wyze, Octogen, PFA, etc.) and to effectively manage the referral process between business units.
Proactively identifies new business or sales opportunities and actively and effectively market the products and services to ensure business growth.
Minimum Requirements:
National Senior Certificate or equivalent NQF 4 qualification
RE5 (advantageous)
2-3 years managerial experience required
Financial services/banking industry experience
Skills
Building Trust, Change Management, Client Needs Assessments, Commercial Acumen, Consultative Selling, Customer-Focused, Customer Service, Customer Understanding, Direct Selling, Executing Plans, Identifying Customer Needs, Identifying Sales Opportunities, Sales Software, Strengthening Customer Relationships, UpsellingCompetencies
Builds NetworksBusiness InsightCollaboratesCommunicates EffectivelyCustomer FocusDemonstrates Self-AwarenessDevelops TalentDrives ResultsEducation
Matriculation Certificate (Matric)Closing Date
30 January 2026 , 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
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