Old Mutual is one of Africa’s leading financial services providers, with a rich heritage and a firm belief in the African opportunity. Our success is driven by our commitment to building strong relationships with our customers, partners, and communities. As we continue to expand and enhance our service offerings, we are seeking a passionate, experienced, and innovative professional to join our team in Nairobi on a fixed-term basis as an Intermediary Support Lead.
This role is an exceptional opportunity for a driven individual who is committed to elevating the intermediary experience, improving internal collaboration, and driving digital transformation in customer and partner engagement.
Position: Intermediary Support Lead (Fixed-Term)
Location: Nairobi, Kenya
Job Type: Full-time
Job Requisition ID: JR-62769
Application Deadline: Open until filled
About the Role
As the Intermediary Support Lead, you will play a pivotal role in enhancing the support services provided to intermediaries, including brokers, agents, and strategic business partners. Your primary responsibility will be to collaborate with distribution, operations, and customer experience teams to deliver a seamless, unified, and efficient support structure that meets intermediary needs and contributes to business growth.
The successful candidate will be instrumental in creating a centralized contact point for intermediary support and leading the development of digital tools that improve the overall experience and operational efficiency.
Key Responsibilities
1. Intermediary Relationship Management
- Work closely with Lines of Business (LOBs) to standardize and streamline the intermediary experience.
- Build and maintain effective and professional relationships with intermediaries such as brokers, agents, and business partners.
- Act as a central contact point for intermediaries, ensuring their queries, concerns, and feedback are addressed promptly and professionally.
2. Digital Support
- Deliver first-line digital support through the intermediary platform.
- Collaborate with relevant business leads to ensure second-line technical and process-related support is available and responsive.
- Drive continuous improvements and feature enhancements on digital support platforms based on user feedback and analytics.
3. Operational Support and Process Improvement
- Identify inefficiencies and friction points in intermediary interactions and support mechanisms.
- Collaborate with LOBs to develop and implement improved workflows, communication channels, and feedback mechanisms.
- Ensure service delivery processes are well-aligned with the overall business strategy and goals.
4. Compliance and Risk Management
- Ensure all support activities adhere to internal policies and external regulatory standards.
- Guide intermediaries on compliance-related matters including documentation and regulatory updates.
- Mitigate risks associated with intermediary interactions by promoting best practices and consistent service protocols.
5. Reporting and Analysis
- Collect, analyze, and report on key performance indicators (KPIs) such as:
- Net Effort Score (NES)
- Productivity Metrics
- Conversion Rates
- Customer Satisfaction Score (CSAT)
- Turnaround Times (TATs)
- Use data-driven insights to recommend and implement improvements in intermediary service delivery.
- Provide monthly and quarterly performance dashboards to management and stakeholder teams.
Cross-Functional Collaboration
The Intermediary Support Lead will work extensively with a variety of departments including:
- Distribution and Sales
- Operations
- Marketing
- Compliance
- Human Capital
This cross-functional engagement ensures that support services are consistent, strategic, and aligned with organizational goals and customer expectations.
What We’re Looking For
While specific qualifications are outlined, we are especially seeking individuals who exhibit the following:
- Strong interpersonal and relationship-building skills
- Proven experience in intermediary support, relationship management, or customer service
- Strategic thinker with a proactive and problem-solving mindset
- Ability to work independently and across diverse teams
- Strong organizational and analytical capabilities
- Adaptability to a dynamic business environment
Preferred Skills and Competencies
- Knowledge of CRM systems and digital support tools
- Experience in driving service quality improvements
- A data-driven approach to decision-making
- High emotional intelligence and professional empathy
- Ability to multitask and manage several priorities in a fast-paced setting
- Strong presentation and communication skills
Key Competencies
- Problem Solving & Creativity: Ability to find innovative solutions to intermediary concerns.
- Empathy & Emotional Intelligence: Understand the needs and challenges of our partners.
- Effectiveness & Adaptability: Deliver consistent performance amidst changing environments.
- Communication & Listening Skills: Facilitate transparent and effective dialogue.
- Persuasion & Collaboration: Align multiple stakeholders toward shared objectives.
About the Contract
This is a Fixed-Term position under the Rest of Africa Business, meaning the selected candidate will be part of a high-impact team providing temporary but strategic support in a key operational area.
Why Join Old Mutual?
Old Mutual is a purpose-led organization committed to driving inclusive growth across Africa. In addition to competitive compensation and professional development, working at Old Mutual provides the opportunity to be part of a brand that is focused on making a difference.
Our employees enjoy:
- A collaborative and supportive work environment
- Opportunities for learning and innovation
- Engagement in impactful projects that contribute to financial inclusion and market growth
How to Apply
If you are passionate about enhancing service delivery, building meaningful relationships, and being part of Africa’s growth story, we encourage you to apply for this role.
Apply Now
through the official Old Mutual careers platform.
