General Manager – Client Service Operations

About the role

The General Manager – Client Service Operations will lead the delivery of client‑focused services for Old Mutual Namibia’s Life Assurance business. Reporting to senior leadership, you will translate strategy into operational execution, overseeing branch, call‑center and back‑office teams while ensuring regulatory compliance and service excellence.

Key responsibilities

• Drive execution of operational plans, monitor service performance and ensure SLA compliance.
• Lead branch, call centre and back‑office teams to provide high‑quality, client‑centric service across all touchpoints.
• Oversee complaints management and continuous improvement initiatives to enhance customer experience.
• Ensure processes meet audit, regulatory and risk‑management standards.
• Participate in strategic forums, shape client administration strategy and lead transformation projects to improve efficiency and reduce costs.
• Manage key stakeholder relationships, both internal and external, and develop team capability through performance management and coaching.

Required profile

• Namibian citizenship.
• Undergraduate degree (NQF level 8 preferred).
• 5‑8 years of experience in the financial services sector, including management of managers.
• Strong client focus, excellent relationship and communication skills, and a team‑oriented mindset.

Required skills