Senior Business Support Specialist

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is seeking a Service Desk Analyst to resolve production incidents and support critical business processes across Money in and Money out workflows.

You will act as a super user for supported applications, perform root cause analyses to prevent recurrences, and communicate with senior stakeholders while driving cost-saving and efficiency initiatives.

Qualifications

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

Responsibilities

• Resolve incidents impacting the production environment and business processes quickly.
• Provide Service Desk support for daily production incidents and queries.
• Support production Money in and Money out processes.
• Provide temporary workarounds to restore service within SLAs.
• Advise business on products and processes including collections and disbursements.
• Implement cost saving and optimisation initiatives.
• Participate in handover processes and be a super user for supported applications.
• Communicate effectively about support activities and participate in upgrades.
• Perform root cause analysis to prevent recurrence of incidents.

Skills

Advanced Excel

SQL

Power BI

Presenting to Senior Stakeholders

Education

Bachelor's degree

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 services 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 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.