Fixed Term – Intermediary Support Lead at Old Mutual
Job Summary
Collaborating with our distribution, operations and customer experience teams the Intermediary Support Lead will be responsible for enhancing the support services provided to intermediaries, such as brokers, agents, and partners. The role will involve collaboration with lines of business distribution support teams to deliver digital support, dedicated intermediary call centre contact channel, efficient processes, and delivering a high standard of service to intermediaries to maintain strong relationships and drive business growth. In our markets the role is key to our IFS and market leadership intermediary experience ambitions.
The Role
Critical responsibilities of the jobholder will be:
Streamline our intermediary experience across lines of business and supporting departments Enable efficient and effective support and service delivery for our intermediaries Unify our intermediary service delivery and reduce friction with LOB functions Centralize point of contact in order to drive the IFS view of the business Track and monitor net effort score and the correlation of overall experience across LOBs Leverage on diverse business knowledge and data to drive support and process enhancements Drive digital enablement through continuous engagement and iterative development of features on our intermediary platform Enhance collaboration between distribution and operation functions
Key Tasks & Responsibilities
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.
Preferred
- Proficiency in CRM systems and support tools.
- Leadership and management abilities.
Competencies
Problem Solving, Creativity, Empathy, Effectiveness, Emotional Intelligence, Adaptability, Communication Skills, Patience, Effective Listening, Attentiveness, Persuasion and Collaborative