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Full-time
CLIENT EXPERIENCE OFFICER Job at Old Mutual Investment Group Uganda
Old Mutual Investment Group Uganda
Job Description
Old Mutual Investment Group Uganda is seeking Client Experience Officers to manage investor relationships and serve as the primary point of contact for investment queries, requests, and complaints. The role provides professional support on investment products and transactions while delivering excellent customer service and ensuring compliance with regulatory and internal policies.
Duties, Roles and Responsibilities
- Serve as the primary liaison between clients and internal teams, including Operations, Business Development, Risk, and Compliance.
- Provide personalized and professional service to high-net-worth individuals, institutional investors, and corporate clients.
- Build and maintain strong, trust-based client relationships.
- Ensure prompt handling and resolution of client queries, requests, and complaints.
- Monitor and ensure timely resolution of cases logged in the CRM system.
- Handle inbound and outbound call centre engagements professionally and efficiently.
- Record, track, and manage client complaints in line with company procedures.
- Provide clients with updates on new investment offerings, market insights, and company developments.
- Attend to walk-in clients and provide the required support and guidance.
- Manage the client onboarding process, including collection and verification of required documentation.
- Ensure compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations and internal policies.
- Maintain accurate, complete, and up-to-date client records and documentation.
- Work closely with Compliance and Legal teams to ensure adherence to regulatory standards and requirements.
- Ensure adherence to regulatory requirements, internal policies, and operational procedures.
- Support client relationship management activities related to onboarding, deposits, and redemptions.
- Liaise with internal and external stakeholders to address queries, resolve issues, and provide operational support.
- Maintain accurate records of transactions, investment data, and other relevant documentation.
- Identify opportunities to streamline workflows, improve operational efficiency, and enhance technology utilization.
- Update operational systems regularly, identify process gaps, and support system reconciliations and improvements.
- Process client deposits and withdrawals accurately and within agreed timelines.
- Ensure all transactions are properly documented and comply with internal controls and regulatory requirements.
- Follow up on pending transactions and provide timely feedback to clients and relevant stakeholders.
- 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.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Apply here: https://jobs.qsourcing.com/jobs/Careers/735362000016675501/QSSU-OMI-CEO-CLIENT-EXPERIENCE-OFFICER?source=CareerSite
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