Customer Service Team Lead at Old Mutual Nigeria

  • Full Time
  • Lagos

Old Mutual Nigeria

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients’ circumstances.

We are recruiting to fill the position below:

Job Title: Customer Service Team Lead

Job Requisition ID: JR-52856
Location: Lagos
Job type: Full time

Job Description

  • This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules.
  • The role is fully multi-skilled across products and processes and has extensive, relevant experience.


  • Provide telephonic and face to face service to customers and intermediaries.
  • Delivers on daily production standards and adheres to service and quality standards.
  • Adheres to business, process and compliance rules.
  • May act as mentor to less experienced Consultants.
  • Fully multi-skilled across products and processes.
  • Has extensive, relevant experience.”

Key Result Area
Relationship Building:

  • Maintains relationships with relevant departments.
  • Builds and maintains relationships with intermediaries and brokers.
  • Manages customer relationships in person or telephonically.

Quality Assurance:

  • Performs quality checks on own work.
  • Adheres to service and quality standards.

Personal Effectiveness:

  • Accountable for service delivery through own efforts.
  • Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.
  • Makes increased contributions by broadening individual skills.
  • Collaborates effectively with others to achieve personal results.
  • Accepts and lives the company values.


  • May act as mentor to less experienced agents.
  • Compliance:
  • Adheres to business, process and compliance rules.

Client Service Delivery:

  • Provides telephonic and face-to-face service to customers and intermediaries.
  • Delivers on daily production standards.
  • Ensure completeness of monthly renewal data.
  • Manage relationships with high-net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the relationship manager.
  • Measure and analyse customer experience surveys for Life Assurance retail and corporate business on an interactive and continuous basis. Design and coordinate other service surveys as required by the business.
  • Maintain relationships with other stake holders and process owners to improve work efficiency and customer satisfaction.
  • Informs clients of requirements and procedures.
  • Provides input to other areas i.e. client feedback/queries.
  • Assist the business in any other capacity as required from time to time


  • A First Degree or its equivalent
  • Excellent communication skills (verbal and written)
  • Interpersonal and time management skills
  • Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
  • 3 years’ customer service experience, especially in the financial services sector

Application Closing Date
17th April, 2024.

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