Lets Write Africa's Story Together!

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

Job Description

Old Mutual Namibia is a leading financial services provider. We require a General Manager: Client Services Operations in the Old Mutual Life Assurance Company. The purpose of this role is to provide strategic and operational leadership over Client Services Operations, ensuring delivery excellence, regulatory compliance, and customer-centric service across the business. The role is accountable for translating business strategy into operational execution while managing teams, processes, risk, and stakeholder relationships.

Duties and responsibilities

• Operational Leadership & Execution
  • Drive execution of operational plans through team leaders and managers.
  • Monitor service delivery performance and ensure adherence to SLAs across functions and service providers
  • Identify and resolve operational bottlenecks and escalate critical risks
  • Lead and oversee branch, call center and back office teams,
• Customer Experience
  • Ensure high-quality, responsive, and client-centric service delivery across all customer touchpoints
  • Oversee complaints management processes and ensure timely resolution
  • Drive continuous improvement initiatives to enhance customer experience
• Governance, Risk & Compliance
  • Provide oversight of regulatory and compliance requirements
  • Ensure operational processes meet audit and regulatory standards
  • Maintain strong control environments and risk mitigation processes
• Strategic Projects & Transformation
  • Participate in and leverage cross-functional and group strategic forums
  • Formulate and drive the client administration strategy to optimize operational efficiency, enhance service delivery, and improve customer and intermediary outcomes.
  • Lead and contribute to business transformation initiatives.
  • Reduce costs and improve efficiency
• Stakeholder & Relationship Management
  • Manage key stakeholder relationships by engaging internal leadership and cross-functional teams, collaborating with external partners.
• People Leadership & Capability Development
  • Drive performance management, coaching, and development of team members
  • Build capability within the team to support evolving business needs and regulatory requirements

Minimum Requirements

• Namibian Citizenship;
• Undergraduate Degree in related field, NQF level 8 an advantage;
• Minimum 5-8 years' experience in Financial Services environment;
• Experience must include management of managers;
• Must have a strong client focus, with enterprise innovation;
• Excellent relationship management skills;
• Excellent communication skills;
• Excellent planning and organizing skills;

Must be team orientated.

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Skills

Action Planning, Agile Project Management, Change Management, Data Compilation, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Policies & Procedures, Professional Presentation, Project Delivery Management, Safety Management, Servant Leadership

Competencies

Builds Effective Teams

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Vision and Purpose

Ensures Accountability

Financial Acumen

Education

NQF Level 8 - Honours or Postgraduate Diploma or equivalent

Closing Date

20 August 2026 , 23:59

The Old Mutual Story!