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Quality Specialist
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Quality Specialist - S37C Death Claims Join to apply for the Quality Specialist - S37C Death Claims role at Old Mutual South Africa. Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description Provide a positive service experience by being helpful, sensitive and responsive to customer, adviser and/or Fund needs. Manage and respond to escalations and complaints. Provide coaching and/or training in adherence to procedural, productivity and quality standards. Provide specialist product and service knowledge and support. Be based in Cape Town. Main Activities of the Job This role functions as a subject matter expert in a specific field of administration, product, process and systems linked to retail retirement funds e.g. Section 37C Death Claims, Superfund and S14 Transfers Retirement, Withdrawals and transfers. Provide advanced product/service information and respond to complex questions about the process/requirements. Record and process custom/escalated requests that may require personal oversight and/or additional resources for delivery and coordinate with those teams as required. Act as a point of escalation and respond to more advanced escalations or complaints promptly and appropriately including those from regulatory bodies. Ensure escalations and the recording thereof is in adherence to the OM Complaints Policy. Provide approvals as required and support to management in decision making. Develop and maintain procedural documentation e.g. Standard Operating Procedures (SOPs). Assess administration compliance against procedures and standards and provide feedback. Provide expert or technical training and act as a coach for specialist staff. Provide input to team members quality ratings and development plans. Identify trends and provide input to process improvements, risks or non‑compliances and enhancements. May fulfil an SME role for specialist or project deliveries. Maintain an understanding of regulations and industry practices through ongoing education and reviewing of regulatory updates. Manage process and/or regulatory change into the team. Minimum Qualifications Matric or equivalent NQF level 4 qualification. A minimum of 5 years working in a retail retirement fund environment. Excellent communication (Verbal & Written) skills. Proficient use of MS suite of products for analysis, record keeping and report writing. Experience working with Old Mutual workflow and product admin systems. Additional Qualifications (Preferred) Specialist knowledge and experience related to Section 14 Transfers In and Out. Experience working in a call centre environment. Experience coaching and developing others. Skills Action Planning Change Management Data Analysis Data Compilation Evaluating Information Executing Plans Legal Practices Policies & Procedures Presenting Solutions QA Methodologies Regulatory Compliance Management Report Review Competencies Communicates Effectively Courage Directs Work Ensures Accountability Instills Trust Manages Complexity Optimizes Work Processes Tech Savvy Education NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent. Closing Date 05 November 2025, 23:59 The 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. #J-18808-Ljbffr
