Customer Experience Manager OMIG Uganda

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Position exists to ensure business retention and profitable growth through full delivery of high-quality customer experience and creation of customer loyalty.

The position is directly responsible for ensuring the highest degree of service delivery and developing strategies to help deliver the world's best customer experience in the business operations while achieving the overall company objectives.

The Team Leader will assist the Company to attain its customer service Strategy by:

• Defining and delivering a customer service strategy aligned with the company's brand and objectives.
• Evaluating service delivery channels, identifying process/execution gaps, and implementing improvements.
• Managing the "Voice of the Customer" feedback loop to identify and address recurring complaints or pain points.
• Cultivating and building profitable long-term relationships with all stakeholders in the Ugandan Insurance Industry.
• Improve process efficiency to deliver customer service as outlined in the Customer Service Charter
• Training, mentoring, and coaching of staff to maintain highly motivated, competent, and customer-oriented team
• Regularly visit and maintain intermediary and client long term relationship
• Ensure that premiums are paid as per the credit control policy

The following detailed outputs are required from this role.

• Timely and effective resolution of customers concerns, issues and ensuring that all customer calls and/or cases are properly received, logged and tracked until resolution. Ensure that calls and/or cases are resolved within the targeted company SLA
• Interact with Customers, Suppliers, Intermediaries and all stakeholders in a senior Management Capacity to resolve issues, retain business and build long-term relationships.
• Responsible for documenting and communicating Customer requirements with Internal teams and ensure they are followed and action taken.
• Ensure that operations departments SLA is communicated to all the intercompany departments and continuously adhered to and maintains effective working relationships within company departments (Finance, Sales, Marketing, Compliance & Audit)
• Work across departments—marketing, product, CRM, operations, and digital—to ensure a seamless and consistent experience at all touchpoints
• Primary point of escalation for critical and/or time sensitive customer issues from intermediaries to direct customers. Engage internal and external resources to resolve critical issues by keeping log of all customer concerns and follow through to resolution.
• Monitor Customer Service Performance index and work with the department, company and staff to continuously improve Customer Service delivery and develop and maintain the highest level of Customer satisfaction to ensure company objectives and customer expectations are aligned.
• Visit brokers, Franchise Agents, Tied Agents, Direct Clients, Suppliers and Branches periodically with focus of building and maintaining strong working relationships with intermediaries and ensuring business is meeting Customer needs from a support and service delivery perspective.
• Responsible for developing and implementing Customer surveys for the department and across the company in line with Customer service index requirements.
• Conduct service Audits and process reviews to identify baseline improvement targets for Business. Measures Customer experience performance against baseline targets and delivers weekly reports to the head of operations.
• Contribute to the development and review of the business plan and implement strategic objectives of the department to ensure continued business growth and profitability
• Provide strong leadership by developing an effective and motivated team and ensure that training program is implemented to enable delivery of superior service to customers
• Any other duties as maybe assigned by your supervisor
• The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

The Customer Relationship Analyst job is individually accountable for collecting, analyzing, and interpreting data to inform business strategies and evaluate outcomes. The Customer Relationship Analyst designs and delivers both ad hoc and regular reports and dashboards, enabling data-driven decision-making. Responsibilities include data extraction, mining, manipulation, trend analysis, workflow insights & drive via data and identifying opportunities for automation. By transforming raw data into actionable insights, the role supports the development and refinement of business tactics and performance improvements across the organization. In addition, this job requires in-depth technical expertise in particular regulatory environment. It plays a critical role in daily operational coordination, root cause analysis, and quality assessments. The Customer Relationship Analyst engages with internal stakeholders, senior management, auditors, and external fund trustees, providing subject matter expertise to support regulatory compliance, audit activities, and service delivery.

Regulatory and Compliance Management | Corporate Affairs | Regulatory and Registration

Investigate standard incidents using current regulatory and compliance processes, systems, and procedures, and take action to solve immediate compliance issues. Advise more senior colleagues on more complex problems.

Stakeholder Engagement | General | Communication/Relationships

Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.

Business Requirements Identification | Information Technology/Digital | Business and Systems Analysis

Collect business requirements using a variety of methods such as interviews, document analysis, workshops, and workflow analysis to express the requirements in terms of target user roles and goals, in order to garner the "why" of the requirements and the benefits of such requirements.

Data Exploration & Manipulation | Analytics and Data Science | Data Science

Conduct research and select relevant information to enable testing, experimental adjustment and analysis of key themes and trends using primary data sources and business intelligence tools, to perform data manipulation and descriptive data analysis.

Advanced Analytics | Analytics and Data Science | Data Science

Support interpretation of advanced analytics data, using specialized software tools and functionalities to support business requirements.

Continuous Improvement | General | Innovation

Contribute to reviewing existing operations in own area of work, and generate new ideas to assist in identifying continuous improvements, including the identification of potential risks. Performance Improvement through

Business Intelligence | Business Performance and Process Transformation (AI/ML) | Business Performance and Process Transformation (AI/ML)

Make recommendations to improve data and analytics systems and platforms, contributing to the continuous improvement and refinement of data and analytics strategy by performing root cause analyses.

Insights and Reporting | Analytics and Data Science | General

Contribute to the preparation of various data and analytics reports. Builds dashboards and reports to help answer business questions.

Data Collection and Analysis | Analytics and Data Science | Data Science

Collate and analyze data using preset tools, methods, and formats. Involves working independently.

Audit Compliance | Quality Assurance | Compliance/Audit

Act as a key point of contact between the Business and external and internal auditors to facilitate the provision of non-standard data requests and information supporting audit requirements. Support auditors clarifying data and internal processes, providing insights, also able to collate/extract data.

Requirements Management | Project and Program Management | Project/Program/Portfolio Management

Identify, elicit, and document project/process requirements, using appropriate modeling technique, if required. Analyze requirements and validate with original users, eliminating confusion. Define the testing scripts and verification criteria to ensure requirements are met. Maintain documentation and traceability throughout project.

Skills

Action Planning, Analytical Sciences, Analytics, Audits Compliance, Business, Business Growth, Business Intelligence (BI) Analysis, Business Operations, Business Performance, Business Requirements, Business Requirements Analysis, Business Strategies, Coaching, Communication, Compliance Management, Compliance Software, Continual Improvement Process, Continuous Improvement, Customer Due Diligence (CDD), Customer Experience (CX), Customer Loyalty, Customer Relationships, Customer Satisfaction, Customer Service

Competencies

Education

Bachelors Degree (B): Marketing Communication (Required), Bachelors Degree (B): Mass Communication (Required), Diploma (Dip): Marketing (Required)

Closing Date 25 August 2025, 23:59