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

This role applies expert knowledge in the administration of retail retirement funds, specifically in relation to Section 37C of the Pension Funds Act, which governs the distribution of death benefits. The incumbent leverages in-depth understanding of legislation, regulatory requirements, and retail retirement fund products to manage and resolve complex beneficiary allocation cases. Responsibilities include interpreting legal provisions, ensuring compliance, and addressing technical challenges of an operational nature. The role is individually accountable for delivering accurate and timely outcomes through own efforts

Role Description

To support the Payments Team in resolving outstanding payment-related queries efficiently and accurately and improve client turnaround times. The incumbents will integrate quickly through focused payments process training and will contribute to benefit follow-ups as required.

Operational Delivery

Manages daily operational (customer service and administrative) delivery within specified time standards. Liaises with customers, advisors and external third-party providers both telephonically and via email.

Personal Effectiveness

Accepts and lives the company values. Accountable for service delivery through own efforts and efforts of others. Collaborates effectively with others to achieve personal results. 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.

Quality Assurance

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

SPECIFIC KEY RESULT AREAS Process and resolve payment-related queries end-to-end within service levels (SLA), including intake, triage, investigation, reconciliation, and closure. Clear ageing cases and maintain audit-ready case files, with consistent, accurate case notes and evidence. Engage stakeholders (internal teams, external providers, clients) professionally to obtain information and resolve blockers. Update and manage workflow systems (AWD, BIZAGI, BANCS, CMOS, EMS, Omunet, Outlook) with disciplined task management. Apply production practices using current Production Sheets; track throughput and escalates exceptions timeously. Adhere to quality controls: use the Quality Tool and ensure no correspondence is sent without authorization. Support follow‑ups. Comply with governance: POPIA, data accuracy, records management, and readiness for audit and compliance checks. Role Requirements: Qualifications and Experience required Matric (essential). Post‑matric qualification in administration, finance, or related field (advantageous). 1–2 years administration experience (retirement fund or financial services advantageous; Old Mutual experience beneficial). Working knowledge of payments processes and reconciliations (advantageous). Knowledge of Old Mutual products and administrative processes (e.g., Greenlight, Max Income, Max Investment) (advantageous). Familiarity with Old Mutual systems: AWD, BANCS, BIZAGI, CMOS, EMS, Omunet, Outlook. Computer literacy (MS Office) with accurate typing and disciplined document handling. Competency Excellent verbal and written communication – read, interpret, and respond to queries promptly and professionally. Ability to work under pressure and adapt to a changing environment. High attention to detail and accuracy. Good judgment and proactive problem‑solving. Team‑oriented with strong interpersonal skills. Deadline‑driven and results‑focused. Ability to process information and provide clear, structured feedback. Skills Numerical accuracy and reconciliation skills (allocations, variances, and balancing). Critical thinking and anticipation – question assumptions, identify next steps, and pre‑empt issues. SLA discipline and throughput management – prioritize effectively in high‑volume environments. Case management excellence – clean case notes, evidence trails, and audit‑ready documentation. Stakeholder engagement – professional, empathetic, and clear communication. Quality assurance compliance – use of Quality Tool and authorization protocols, “first‑time‑right” mindset. Governance and confidentiality – strict adherence to POPIA and internal controls.

na Skills Accounting, Action Planning, Budget Management, Calendar Coordination, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Executing Plans, Financial Acumen, Management Reporting, Numerical Aptitude, Oral Communications, Report Review Competencies Directs Work Drives Results Ensures Accountability Manages Complexity Optimizes Work Processes Plans and Aligns Tech Savvy Education Matriculation Certificate (Matric)

Closing Date 11 August 2026 , 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!

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. 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.

#J-18808-Ljbffr