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Job Description

The Operations Support Manager (OSM) leads and manages a team of Operational Support staff, ensuring efficient administration, compliance and productivity across office operations. This role is pivotal in fostering collaboration, driving operational excellence to support business objectives and coaching employees to reach their full potential.

In addition, the Operations Support Manager (OSM) enables advisors through their Operational Support Coordinators (OSCs), provides direct support to the Regional Manager (RM) and takes ownership of processes that reside within the operational space ensuring they are streamlined, effective, and consistently implemented. By driving continuous improvement, embedding best practices, and fostering strong partnerships across teams, the OSM ensures operational support is aligned with business objectives while strengthening capability, engagement and performance within the team.

Key Result Areas

Operational Delivery

• Ensure all Service Operating Procedures (SOPs) for New Business (NB) and Existing Business (EXB) are understood, applied and continuously updated.

• Oversee IG (InteGreat) daily/weekly to ensure accurate case/request capturing for Merit List/51 Club.

• Support operations teams and management with NB/EXB problem cases, complaints and escalations.

• Monitor compliance checks in QC to ensure that all cases are processed correctly.

• Create a positive customer experience by attending to walk‑in/phone‑in queries and complaints and managing escalations.

• Manage office operations including equipment, building maintenance checks, and business contingency planning (BCP).

• Lead conservation activities such as Expense management, Open Work, missed premiums, and persistency management, with regular reporting.

• Oversee 3G management (data usage and costs), administering top-up’s and addressing data abuse.

• Manage asset lifecycles to ensure timely receipt and return of devices.

• Provide input to RM in customer complaint resolution cases by gathering and sharing information as prescribed in the Complaints process.

• Track progress on Open Work to ensure NB is issued and report any challenges to the RM/ROM

• Conduct regular analysis of trends (e.g., missed premiums, persistency, underwriting deviations, expenses, property issues, asset returns) and provide recommendations to the RM.

Stakeholder Engagement

• Build strong, trusted relationships with Financial Advisors (FA’s), Regional Managers (RM’s), and Business Managers (including regular contact with Regional Top 25 Advisors).

• Model and encourage high‑quality engagement and communication with stakeholders, advisors and customers.

• Attend sales meetings to share insights and gather information on finances, persistency, new business (NB), resources, and other operational matters, providing clear feedback on trends and issues.

• Support Business Managers by ensuring advisers actively use available tools and resources, monitor usage trends, and arrange training where required.

• Plan and manage your diary effectively, proactively sharing availability and upcoming schedules with the Manco and support teams.

• Facilitate the involvement of Business Enablement Specialists (BES) when additional resources or expertise are required.

Financial & Risk Management

• Drive cost-saving initiatives and efficient fund utilization.

• Manage budget centres using sound financial practices; track monthly BVAR reporting.

• Investigate or escalate overspending/errors and advise ROM on corrective measures.

• Ensure correct budget centres/accounts are used for invoice payments.

• Authorise/approve expenses on i-Expense as required.

• Maintain controls and records of financial transactions for audit purposes.

• Ensure journals are correctly moved to accounts monthly.

• Ensure measures are in place to safeguard customer information (PPI) and manage access control registers.

• Escalate irregularities and ensure risks are logged.

• Sit monthly with AA and RM and OSM to go through area budget to review report deviations and do journals as required

Reporting & Compliance

• Manage Persistency Management Plans, monitoring and tracking deviations using the Simplified Underwriting report, Null Underwriting report, and H1/H2 rater tool report.

• Facilitate monitoring and reporting for all offices on OHASA compliance and inspections, owning corrective actions where required.

• Ensure compliance in New Business (NB)/Existing Business (EXB) capturing, Workday, staff files, finances, contracts, commission payments, and IT costs

• Undertake annual cross‑audits to strengthen compliance assurance.

• Conduct monthly audits including LOA/Astute audits and building maintenance checks.

• Perform quarterly audits of the GP Fund and 51 Club, reporting any discrepancies.

• Support Group Internal Audit (GIA), ROM, and product providers during audits, and follow up on Management Action Plans (MAPs).

• Maintain all supporting documentation for audit and compliance purposes.

• Report on issue assurance and corrective actions taken to close gaps.

People Leadership

• Conduct regular team meetings to address trends, share feedback and identify training needs of direct reports.

• Facilitate team and virtual meetings for problem resolution, collaboration and continuous feedback.

• Implement strategies that enable the team to achieve goals and deliver on required outputs.

• Promote adherence to company values.

• Provide coaching, guidance, and corrective actions to build capability and performance.

• Identify training gaps and process changes, ensuring employees remain informed and equipped.

• Apply Human Capital (HC) practices and processes consistently (i.e. Performance Management, Talent Pipeline, Succession Planning, ER training, etc.).

• Support recruitment and selection activities to ensure strong team composition.

• Ensure effective onboarding of new employees.

• Manage the full employee lifecycle with a focus on growth and retention.

• Create and sustain a positive team culture.

• Recognise achievements (i.e. branch‑level, peer recognition, GEM awards, etc.).

Minimum requirements

• Matric (compulsory)

• Minimum of 2 to 3 years’ experience in a similar role

• 1 to 2 years of management exposure

• Proven experience in day‑to‑day operational management

• Experience working in the financial services industry

• Must be able to travel between various offices

• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint)

Desirable (advantageous)

• A tertiary degree or diploma in Operations Management or Business Administration.

• Knowledge of Old Mutual products and procedures.

• Advanced proficiency in MS Excel with demonstrated ability to build reports, analyse datasets and support operational decision-making.

• Systems proficiency in InteGreat (IG), Oracle Financials, Workday, and MIS reporting.

Added Advantages

• Strong sense of ownership and accountability.

• Proactive self‑starter with the ability to drive tasks to completion.

• Solution driven, energetic, and team‑oriented approach.

• Resilient, able to work under pressure and meet tight deadlines.

• Strong interpersonal skills.

• Customer‑focused and collaborative working style.

• Effective communication skills with the ability to prioritise competing demands.

• Demonstrated operational and administrative expertise.

• Strong financial and compliance acumen.

• Strong leadership and people‑management capability.

• Proven experience managing teams and consistently delivering high performance.

• Ability to coach, mentor, and develop employees.

• Digitally savvy, with the ability to leverage digital tools and platforms to improve operational efficiency and reporting.

• Openness to adopting AI and automation to streamline processes, enhance insights and support decision-making.

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Skills

Action Planning, Analytical Thinking, Computer Literacy, Current State Assessment, Data Compilation, Data Interpretations, Data Management, Data Modeling, Digital Literacy, Document Management, Evaluating Information, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications

Competencies

Collaborates

Courage

Ensures Accountability

Financial Acumen

Instills Trust

Manages Complexity

Optimizes Work Processes

Organizational Savvy

Education

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

Closing Date

18 August 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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