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Full-time
Team Leader Customer Experience Job at Old Mutual Uganda
Old Mutual Uganda
Job Description
This role is directly responsible for delivering exceptional, customer-focused service across all touchpoints in line with the company’s customer experience strategy and business goals. The position involves improving customer satisfaction, retention, and loyalty through effective service delivery, proactive engagement, and continuous process improvement.
Duties, Roles and Responsibilities
- Driving high performance of the CX team as per the set targets/parameters through effective supervision.
- Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
- Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
- Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
- Effective complaints management (internal & external/regulatory/legal).
- Engagement and support to intermediaries (Agents & Bancassurance partners) on issue resolution and capacity-building.
- Conducting weekly Quality Assurance (QA) on sample clients served across the CX channels.
- Commissioning NPS, NES, CSAT & CSI surveys for customers & Intermediaries through the different channels and engaging the Passive & Detractors for feedback aimed at turning them into Promoters.
- Preparation of weekly & monthly Reports on customer experience to the Customer Experience Manager to assist in streamlining service delivery and effective team management.
- Provide strong leadership by developing an effective and motivated team and ensure that training & capacity-building program is implemented to enable delivery of superior service to customers.
- 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.
- Execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality.
- 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://oldmutual.wd3.myworkdayjobs.com/en-US/Old_Mutual_Careers/details/Team-Leader-Customer-Experience_JR-79305
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