Business Support Specialist

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 Business Support Specialist leads process improvement in different processes. Works closely with Operations and Functional Teams to identify process bottlenecks, conducts root cause analyses and implements process improvements across the business or organisation. The role also entails assisting on projects that improve end-to-end processes, consisting of setup, validation and audit measurement systems to deliver business impact.

Continuous Improvement

Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered.

Business Performance Metrics

Control specific segments of the organization's business performance metrics, ensuring strategic alignment with financial goals and objectives.

Data Collection and Analysis

Use data from a wide range of sources to analyse key themes and identify possible impacts on the business.

Root Cause Analysis

Manage expertise-led root cause analyses based on thorough investigation and identification of systemic causes.

Manage the contribution to the implementation of corrective actions.

Solutions Analysis

Identify and evaluate complex, expertise-led solutions against a range of criteria to find the ones that best meet business needs.

Lean Implementation

Lead an area within lean implementation, ensuring the application of lean techniques and effective monitoring of process performance.

Training development and delivery

Design and develop content for training courses to fill gaps in established programs and run complex or customized training courses to improve employee performance. Involves focusing on a specific functional area.

Quality Assurance Testing Design

Validate new or existing complex test methods and procedures; identify issues and recommend improvements to contribute to further development.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfil personal potential.

Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements

NQF Level 5 or Higher (advantageous).

A minimum of 3 years’ experience is required.

Experience in debit order collections within a financial services environment.

Proven experience in analysing collection performance, identifying trends, and implementing initiatives to improve collection performance.

Experience in incident management including the identification, investigation, root cause analysis, and managing incident resolution of collection-related issues.

Experience in contributing to projects, process improvement initiatives, and business change implementations.

Demonstrated experience working with large and complex datasets to drive business decisions and operational improvements.

Experience developing and maintaining operational reports.

Key skills:

Ability to interpret complex data and provide analysis.

Advanced Microsoft Excel experience including advanced formulas and large dataset analysis.

Understanding of reconciliation processes and exception management within a collection's environment.

Knowledge of DebiCheck, Registered Mandate and standard EFT debit order processes.

Extensive understanding of DebiCheck mandate authentication as well as DebiCheck and RM mandate management processes.

Understanding of South African payment systems and banking processes.

Experience engaging with banks, payment service providers, and other external collection stakeholders.

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Collections Experience, Collections Management, Collections Processing, Data Analysis, Data Reporting, Lean Implementations, Quality Assurance (QA), Solution Analysis, Training Delivery