Senior Business Support Specialist

Old Mutual Limited; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Old Mutual Limited in Cape Town seeks an IT Service Desk professional to resolve production incidents and support business processes. You will handle daily incidents, support Money in/out workflows, and implement workarounds to meet SLAs.

The role requires a Matric and a degree, with knowledge of IT processes, CRM mentoring, and experience in bulk collections and debits. Strong Excel/SQL/Power BI skills and stakeholder communication are essential.

Qualifications

• Matric and degree required.
• Knowledge of IT processes and technologies.
• CRM role within user community, coaching and mentoring users.
• Deep understanding and knowledge of bulk collections and disbursement of money business processes.
• Knowledge on Early Debit Orders and Tracking.
• Basic knowledge of accounting.

Responsibilities

• Supports the running of production applications and processes by providing a Service Desk facility to assist business unit clients with daily production incidents and queries.
• Support for production Money in and Money out processes.
• Provides temporary workarounds for incidents, to ensure the service are restored to normal to achieve Service Level Agreements.
• Provides advice and consultation to the business across products and processes which includes collections from bank accounts and/or payrolls and disbursements.
• Implements cost saving / optimisation initiatives.
• Participates in systems and process handover process.
• Super user on applications they support.
• Communicates effectively regarding support related activities.
• Participates in software and/or hardware upgrades.
• Responsible for problem management by doing root cause analysis of incidents to pro-actively manage reoccurrences.

Skills

Business Support

Collections Management

Oral Presentation

SLA Understanding

Tech Savvy

Education

Bachelor's degree

Tools

SQL

Power BI

Microsoft Excel

Job description

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

You will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers’ most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.

The function of this role is to resolve incidents impacting on the production environment and business processes as quickly as possible. The incumbent is individually accountable for achieving results through own efforts.

• Supports the running of production applications and processes by providing a Service Desk facility to assist business unit clients with daily production incidents and queries.
• Support for production Money in and Money out processes.
• Provides temporary workarounds for incidents, to ensure the service are restored to normal to achieve Service Level Agreements.
• Provides advice and consultation to the business across products and processes which includes collections from bank accounts and/or payrolls and disbursements.
• Implements cost saving / optimisation initiatives.
• Participates in systems and process handover process.
• Super user on applications they support.
• Communicates effectively regarding support related activities.
• Participates in software and/or hardware upgrades.
• Responsible for problem management by doing root cause analysis of incidents to pro-actively manage reoccurrences.

Requirements:

• Matric and Degree required.
• Must have knowledge of IT processes and technologies.
• CRM role within user community, coaching and mentoring users.
• Deep understanding and knowledge of bulk collections and disbursement of money business processes, procedures, policies and practices.
• Knowledge on Early Debit Orders and Tracking.
• Basic knowledge of accounting.

Technical Skills

• Advanced Excel
• SQL
• Power BI
• Presenting to Senior Stakeholders

Skills

Business Support, Collections Management, Microsoft Excel, Microsoft Power Business Intelligence (PBI), Oral Presentation, Service Level Agreement (SLA), Software Updates, Structured Query Language (SQL)

Competencies

Collaborates

Communicates Effectively

Decision Quality

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

Bachelors Degree (B) (Required)

Closing Date

13 October 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! _