Pay Office Consultant (OMAO)

Lets Write Africa's Story Together!

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

Job Description

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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