Fixed Term - Intermediary Support Lead at Old Mutual Kenya

Intermediary Relationship Management

• Work with LOB channels to streamline intermediary experience
• Ensure intermediary queries and concerns are addressed promptly.
• Work with LOBs to build and maintain strong relationships with brokers, agents, and business partners.

Digital Support

• Provide line one digital support through our intermediary platform and collaboratively work with business leads for line two support.
• Monitor performance and implement strategies to improve efficiency and service levels.

Operational Support & Process Improvement

• Enhance and optimize support processes to ensure timely and effective responses to intermediary needs.
• Identify areas for operational efficiency and work with LOBs to implement process improvements.
• Work closely with internal departments (Distribution, Operations, Sales, Marketing, Human Capital Compliance, etc.) to align support services with business objectives.

Compliance & Risk Management

• Ensure all intermediary support activities comply with relevant regulations and company policies.
• Assist intermediaries with compliance-related inquiries and provide guidance on required documentation and processes.

Reporting & Analysis:

• Track and analyze key performance indicators (Net Effort Score (NES), Productivity, Conversion, Customer Satisfaction Score and TATs related to intermediary support.
• Provide regular reports and insights on trends, challenges, and opportunities for improvement.

Qualifications & Skills

Required

• Bachelor’s degree in Social Sciences, Sociology, Customer Service or related fields.
• Excellent communication and interpersonal skills.
• Experience in intermediary support, customer service, or relationship management.