Pay Office Consultant (OMAO)

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

support for a financial institution in South Africa. It includes tasks such as ensuring

Stop Orders are approved, managing premium payments from companies and pay

offices, verifying employment, resolving queries related to payment schedules, and

providing training to branch managers.

Resolving Customer Issues | CUSTOMER SERVICE | GENERAL

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Assist

in resolving queries related to unbalanced payments and schedules.

Operational Compliance | QUALITY ASSURANCE | COMPLIANCE/AUDIT

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of

conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the

required standards.

Personal Capability Building | GENERAL | INNOVATION

Develop own capabilities by participating in assessment and development planning activities as well as formal

and informal training and coaching. Develop and maintain an understanding of relevant technology, external

regulation, and industry best practices through ongoing education, attending conferences, and reading specialist

media.

Premium Collection | CUSTOM

Collect monthly premiums from companies and pay offices, including bulk payments with schedules, and identify

daily bank statements. Clearly communicate the Premium Increase process to Pay Offices and manage the

distribution of increment communication.

Stop Order Management | CUSTOM

Ensure all Stop Orders are approved before processing new business to verify employment, determine customer

affordability, and comply with government Affordability Rules.

Banking Allocation | CUSTOM

Provide the banking of these payments to the third-party (Hyphen) in South Africa, using the Point of Purchase

(POP) and schedule, ensuring accurate allocations to member policies.

Affordability Checks | CUSTOM

Conduct affordability checks with pay offices and train branch managers on performing these checks.

Business Support | CUSTOM

Support other business requirements, such as Pay Office visits, Sales and Training, assisting branch managers

and business consultants with system refreshes, and retaining employees.

System Support | CUSTOM

Assist with the opening of new Pay Offices and loading of new codes on the system.

Purpose of the Role

To effectively manage and grow the Government Stop Order portfolio through strong stakeholder

engagement, premium collection administration, reconciliation of payments, operational

compliance, customer retention initiatives, and the maintenance of productive relationships with

Pay Offices and internal stakeholders.

Minimum requirements:

• Namibian citizenship.
• Grade 12 certificate with a minimum of 25 points.
• Relevant tertiary qualification in Business Administration, Finance, Commerce, or a related field.
• Experience within the financial services, insurance, banking, or payroll administration industry will be advantageous.
• Proficiency in Microsoft Office applications, particularly Excel and spreadsheet management.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong presentation and interpersonal skills.
• Ability to work effectively under pressure while maintaining professionalism and accuracy.
• Ability to work independently as well as collaboratively within a team environment.
• Strong customer service orientation with a passion for relationship building and stakeholder engagement.
• Excellent organizational and time management skills.
• High attention to detail with the ability to manage multiple priorities simultaneously.
• Strong technical and critical thinking capabilities.
• Demonstrated experience in administration, collections, reconciliation, customer service, or stakeholder management environments.

Duties and responsibilities include:

• Build and maintain effective relationships with Pay Offices, internal stakeholders and Distribution Channels.
• Support the onboarding, servicing and retention of Pay Offices, including conducting regular engagements and training visits.
• Ensure stop orders are approved and compliant prior to new business processing, in line with affordability and regulatory requirements.
• Manage billing, collection, allocation and reconciliation processes to ensure accurate and timely premium processing.
• Follow up on outstanding payments, schedules, unidentified deposits and allocation discrepancies to ensure resolution.
• Monitor exception reports and operational data, identify trends and implement corrective actions where necessary.
• Support new business growth, customer retention initiatives and the expansion of the Private Sector Stop Order portfolio.
• Facilitate alternative payment arrangements where stop order facilities are discontinued or affordability challenges arise.
• Manage customer and Pay Office enquiries and complaints within agreed service standards.
• Monitor portfolio performance and manage non-performing Pay Offices, including initiating exit processes where required.
• Administer deductions, deletions, rejected transactions, error files and related premium collection activities.
• Manage and distribute billing files, premium increase communications and other operational correspondence.
• Maintain accurate records, prepare management reports and ensure compliance with company policies and procedures.
• Perform general administrative and operational duties as required to support business objectives.

Skills

Competencies

Education

Closing Date

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