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  • Posted: Feb 4, 2025
    Deadline: Not specified
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    Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.
    Read more about this company

     

    Fixed Term - Intermediary Support Lead

    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.

    Method of Application

    Interested and qualified? Go to Old Mutual Kenya on oldmutual.wd3.myworkdayjobs.com to apply

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