Operations Support Consultant- CPT Durbanville

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

Job Description

Our Regional OPS Team is committed to simplifying processes and delivering efficient, high‑quality support services that enable Advisors to focus on what matters most: growing and serving their clients.
Our Vision: To be a trusted centre of operational excellence that empowers Advisors through seamless, simplified and future‑ready support.

Job Requirements

1.    NEW BUSINESS PROCESSING

For New Generation Products, the OSC will facilitate submission and case-manage the business. This includes EBQ’s. The activities that the OSC will undertake for this will be as per below:

• Receive daily Business Review Document (BRD) (when  applicable) with enough detail to validate the business on InteGreat with supporting documents from Intermediaries or Sales Managers

• Obtain and validate documents/requirements in terms of compliance (AI)

• Check cases pulled through to Merit list

• Send (scan & attach) applicable documentation like Fin Dec to New Business via Secure Service (where applicable) within 24 hours

• Prepare and send/post letters/emails (compliance documents) for paper CAR's and NTU's to customers and Upload to X-Plan where applicable — Wealth excluded.  (Check in on S&I)

• Update PFA specific activities and finalize case on InteGreat when issued.

WILLS:

o Receive Will application, check and submit to Trust Company for compilation

o Signed Will received from advisor to be submitted to Trust Company to be registered

o Update Merit list

o for non-New Generation Products (i.e.: Unit Trust, Wealth, OM Insure etc.)

Like above activities with respect to compliance checking, Merit list, etc.

 

For OMP and S&I, the activities that the OSC will undertake will be as follows:

• Receive daily Business Review Document (BRD) in EMS

• Obtain and validate documents/requirements in terms of compliance rules (AI)

• Check cases pulled through to Merit list (InteGreat)

•  Send (scan & attach) applicable documentation i.e. client declarations to New Business via RPP (where applicable)

EXISTING BUSINESS PROCESS AND ESCALATIONS

• The Advisor must submit changes to existing business directly on RPP for OMP, S&I, Max and GL. Advisor should track progress on Adivosr Dashboard. 

If required, they can provide the OSC with Policy- and CES number via e-mail.

• For NGP, the Advisor must submit changes directly to their Service Centre and can provide the OSC with the auto response received with reference number where needed

• OSC will case manage the escalation until it is finalized and refer to OSM where needed.

• OSC will keep FA informed and FA will also see this on End of day report

CONSERVATION SUPPORT

• OSM extract retention reports on all Products

• Compile Red List and distribute to QCOE Teams for NB checks on Rater Tool Requirements

• OSC will then draw Off-Books (TD) on Channelbi for all Advisors below persistency standard (93%) and distribute to BMs and applicable FA for discussion, who’ll provide action and feedback to OSC

• OSC will then contact identified clients as agreed with FA to arrange for revival requirements and provide this information back to the Advisor

• The Advisor should submit the revival request directly on RPP for OMP and GL. They then provide the OSC with Policy- and CES number via e-mail for escalations.

• OSC will case manage the requested escalation until it is finalized

• OSC will keep FA informed

Money collections:

• OSC to monitor and discuss missed premiums on Advisor Dashboard

• The Advisor should submit collection of missed premiums directly on RPP for OMP and GL. They then provide the OSC with Policy- and CES number via e-mail when escalation needed.

• OSC will case manage the escalation until it is finalized

• OSC will keep FA informed of progress

Open Work  (Case Management)

· OSC attend daily to the published Open Cases report

· Engage with FA on outstanding requirements and where agreed, make contact with customers to obtain outstanding and upload via front end

· Feedback to be captured on the Open Cases report for OSM to be able to extract and/or report

· Escalate to BM when no actionable feedback received from FA within one week.

DIGITAL AAN

• The Advisor should submit AAN document directly to AANrequests and cc the OSC in the e-mail. 

• OSC will extract the e-mail from the AAN mailbox and process it on the system

• OSC will engage directly with the FA should there be any outstanding requirements or clarifications needed

• Should the OSC not be able to finalize the request, it will be escalated and track until finalized.

• The OSC will keep the Advisor informed on progress

ONBOARDING SUPPORT (Digital Focussed)

• Render support and coaching to new and existing Advisors to enable their  success and effectiveness — Submissions, Open Work

• Introducing and connecting Advisors with the right people to help them and support them

• Showing Advisors where to find tools and resources (i.e.: forms on Gateway/ digital way)

• How to log queries and problems (i.e.: IT WhatsApp)

• Active coaching of FAs in various coaching sessions as well as on an as-and-when basis and get the BES involved when required. (e.g. Annual Reviews)

Manning the Reception Area

• Welcoming and directing of guests and clients and ensure that Visitor’s and Staff attendance registers are completed

• Assisting ‘walk in’ clients and referring to Advisors as required.

• Ensure that boardrooms and interview rooms for meetings and appointments is in proper condition and all equipment operational.

• Directing clients, who may require other OM services, like OMCS etc.

OFFICE ADMINISTRATION

Access Control/key register:

• Ensure that access to the premises out of working hours should be limited to authorized personnel.

• Ensure an adequate key register is in place and consistently updated to control the issue, movement and return of office keys (incl. Duplicate keys) and/or electronic access cards. (Where applicable or when contracted in Scorecard)

• Keys & electronic access cards from resigned or transferred personnel should be recovered. Electronic access codes should be revoked or changed where applicable to deny access to resigned personnel and indicated in register by responsible person when done.

Personnel should sign indemnity letters for all office keys/procurement cards in their possession. (Where applicable or when contracted in Scorecard)

OHASA/SHE: (where applicable as OSM takes responsibility for these)

• Check all access points & windows are locked and secured (alarm activated) at the end of the working day

• Ensure employees understand OHASA/SHE.

• Report any incidents to the Health and Safety representative in your area

• Notify all staff — visualize names and tel. numbers of reps

• Do monthly building inspection and online reports (where applicable)

• Quarterly Safety Inspection should be performed and the reports completed as prescribed. — The Committee to deal with any irregularities or Correction action.

• Ensure Fire equipment is checked monthly and serviced yearly Building maintenance:

• Attend to building maintenance.

• Liaise with OMLACSA Facilities Helpdesk regarding general maintenance of the building like leakages, breakages, lighting etc. Log any office maintenance that needs to be undertaken and liaise with management to ensure this is repaired speedily

• Do monthly testing of alarm

Supplementary Responsibilities:

• Ensuring that office equipment is in good working condition, like MFU's etc.

• Liaising with courier companies to collect documents from various offices. Receiving documents and parcels and delivering them to the relevant people.

• Ensuring that reception and common areas like boardroom and consulting rooms are kept clean

(Responsibility of the Cleaner, Ops staff to supervise)

Escalations

• OSC case manage enquiry from FA. If unresolved within 24 hours, refer to OSM.

• OSC to keep FA informed

Limited 50 (exepted Advisors)

• Monthly audit on exempted FAs (6 cases per FA)

• Inform FA of non-compliance, request and follow up on outstanding    requirements until received

• Report trends to OSM and BM to take further action via RM and PGM

 

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Skills

Accounting, Action Planning, Budget Management, Calendar Coordination, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Executing Plans, Financial Acumen, Management Reporting, Numerical Aptitude, Oral Communications, Report Review

Competencies

Directs Work

Drives Results

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

21 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.

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