Business Support Specialist

About the role

Old Mutual's Mass Foundation Cluster, one of its largest customer-facing segments serving the low and emerging-middle income market, is looking for a Business Support Specialist in Pinelands. The specialist leads process improvement, works with Operations and Functional Teams to find bottlenecks, runs root cause analyses and helps deliver projects that improve end-to-end processes.

Key responsibilities

• Review operations in a major work area and implement innovation processes for continuous improvement.
• Control business performance metrics so they align with financial goals.
• Analyse data from many sources to identify themes and their impact on the business.
• Carry out expertise-led root cause analyses and manage corrective actions.
• Evaluate complex solutions against criteria to find the best fit for business needs.
• Lead an area of lean implementation and monitor process performance.
• Design and deliver training courses that fill gaps in existing programmes.
• Validate test methods and procedures and recommend improvements.
• Build own capabilities through assessment, training, coaching and professional accreditation.

Required profile

• NQF Level 5 or higher (an advantage).
• At least 3 years of experience.
• Experience in debit order collections within financial services.
• Proven experience analysing collection performance, identifying trends and improving it.
• Incident management experience, including investigation and root cause analysis of collection issues.
• Project and process improvement experience, and experience with large datasets and operational reporting.

Required skills

• Advanced Microsoft Excel, including formulas and large dataset analysis.
• Understanding of reconciliation, exception management and DebiCheck, Registered Mandate and EFT debit order processes.
• Knowledge of South African payment systems and banking processes.
• Experience working with banks, payment service providers and other collection stakeholders.