Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
You will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.
Are you passionate about developing talent and driving performance? We’re looking for a Skills Coach who will empower our sales teams to deliver exceptional customer experiences.
In this role, you’ll transfer specialist product knowledge, system expertise, and process mastery—while fostering a culture of customer-focused service excellence.
You’ll be the go-to mentor, ensuring quality standards are met, resolving escalations, and coaching agents to thrive in a fast-paced, target-driven environment.
Responsibilities
- Coach for Success: Transfer specialist product knowledge, system skills, and process expertise through hands-on coaching that inspires confidence and capability.
- Quality Champion: Assess staff performance on the floor and use insights to tailor impactful coaching sessions.
- Problem Solver: Act as the first line of escalation for complex client/customer queries, ensuring swift and effective resolution.
- Mentor & Guide: Support new and existing agents to adapt and excel in a dynamic environment.
- Collaborator: Engage with managers, agents, and support teams to align on goals and drive continuous improvement.
What We’re Looking For
- Sales Call Centre Experience with proven success in a target-driven environment.
- Strong understanding of non-face-to-face selling techniques and call centre scripts.
- Exposure to Financial Products, Compliance, and Quality standards.
- Excellent written and verbal communication skills.
- Previous coaching experience or exposure to coaching in a call centre environment.
- Ability to speak and understand vernacular languages (preferred).
Why Join Us?
- Impact That Matters: Your coaching directly influences customer satisfaction and team success.
- Career Growth: Opportunities to develop leadership and coaching expertise.
- Dynamic Environment: Thrive in a fast-paced setting where no two days are the same.
- Culture of Excellence: Join a team that values innovation, collaboration, and continuous learning.
Skills
Call Center, Coaching, Escalation Management, Sales, Sales Training
Competencies
Communicates Effectively
Develops Talent
Ensures Accountability
Manages Complexity
Persuades
Plans and Aligns
Tech Savvy
Education
Matriculation Certificate (Matric) (Required)
Closing Date
20 November 2025 , 23:59
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story!