Old Mutual

Job Description

Fulfills various tasks and assignments and completes rotations in a range of areas related to professional services, under varying levels of supervision. Develops the necessary skills and capabilities to move into a specific role in the organisation.

Responsibilities

Client Issue Diagnosis

Collate and conduct initial analysis of the information gathered through interviews and research to support the diagnosis of underlying client issues and problems and the design of single solutions.

Customer Service

Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.

Community of Practice Management

Participate in a community of practice in a defined area of expertise or consulting to begin to build own expertise.

Product/Service Information

Provide advanced product/service information.

Data Collection and Analysis

Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.

Knowledge Management

Collect and create content, best practices, and case studies to capture and share knowledge.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Solutions Analysis

Find the most effective ways to respond to routine functional inquiries. Involves following procedures and precedents.

Operational Compliance

Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Improvement/Innovation

Support others by implementing improvements and carrying out simple change management tasks.

Skills

Action Planning, Analytical Thinking, Business Case Development, Current State Assessment, Customer Service, Customer Service Delivery, Customer Service Operations, Data Compilation, Data Modeling, Developing Creative Solutions, Evaluating Information, Legal Practices, Oral Communications, Service to Sales, Solution Analysis

Competencies

• Collaborates
• Communicates Effectively
• Customer Focus
• Ensures Accountability
• Manages Complexity
• Optimizes Work Processes
• Organizational Savvy
• Plans and Aligns

Education

NQF Level 5 – Higher, Advance or Occupational Certificate or equivalent

• Collate and conduct initial analysis of the information gathered through interviews and research to support the diagnosis of underlying client issues and problems and the design of single solutions.
• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.
• Participate in a community of practice in a defined area of expertise or consulting to begin to build own expertise.
• Provide advanced product/service information.
• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.
• Collect and create content, best practices, and case studies to capture and share knowledge.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Find the most effective ways to respond to routine functional inquiries. Involves following procedures and precedents.
• Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Support others by implementing improvements and carrying out simple change management tasks.

• Action Planning
• Analytical Thinking
• Business Case Development
• Current State Assessment
• Customer Service
• Customer Service Delivery
• Customer Service Operations
• Data Compilation
• Data Modeling
• Developing Creative Solutions
• Evaluating Information
• Legal Practices
• Oral Communications
• Service to Sales
• Solution Analysis

• NQF Level 5 – Higher, Advance or Occupational Certificate or equivalent