Operations Support Manager- Qgeberha

Old Mutual is seeking a dedicated and experienced Operations Support Manager to join their team in Gqeberha (formerly Port Elizabeth). This is a crucial role within the organisation, focused on ensuring the smooth and efficient running of office operations and providing vital support to financial advisors and regional management. The successful candidate will be instrumental in driving operational excellence, fostering a culture of continuous improvement, and nurturing the development of their team.

About the Role

The Operations Support Manager will take charge of a team of operational support staff, overseeing their daily activities to guarantee efficient administration, strict compliance, and high productivity across all office functions. This leadership position is central to supporting the broader business objectives by ensuring that operational processes are streamlined, effective, and consistently applied. A significant aspect of the role involves enabling financial advisors through the Operational Support Coordinators, offering direct assistance to the Regional Manager, and championing process improvements. By embedding best practices and cultivating strong inter-team relationships, the Manager will ensure operational support aligns perfectly with strategic business goals, thereby enhancing team capability, engagement, and overall performance.

Your responsibilities will span several key areas, demanding a proactive and organised approach:

• **Operational Delivery:**
• Ensure all Service Operating Procedures (SOPs) for New Business (NB) and Existing Business (EXB) are thoroughly understood, diligently applied, and regularly updated.
• Oversee daily and weekly operational metrics to ensure accurate case and request capturing.
• Provide expert support to operations teams and management in resolving complex problem cases, complaints, and escalations within NB and EXB.
• Monitor quality control checks to guarantee that all cases are processed with accuracy and adherence to standards.
• Cultivate a positive customer experience by managing walk-in and phone-in queries, handling complaints, and resolving escalations effectively.
• Manage general office operations, including equipment maintenance, building checks, and business contingency planning.
• Lead conservation initiatives such as expense management, open work management, addressing missed premiums, and ensuring persistency, with regular performance reporting.
• Oversee data management and costs, including administering top-ups and addressing any data misuse.
• Manage the lifecycle of assets, ensuring timely receipt and return of devices.
• Contribute to customer complaint resolution by gathering and sharing relevant information as per established processes.
• Track the progress of outstanding work to ensure timely new business issuance and report any encountered challenges to management.
• Conduct regular trend analyses (e.g., on premiums, persistency, underwriting, expenses, property issues, asset returns) and provide actionable recommendations to the Regional Manager.

• **Stakeholder Engagement:**
• Forge strong, trusted relationships with Financial Advisors (FAs), Regional Managers (RMs), and Business Managers, including regular engagement with top-performing advisors.
• Champion and encourage high-quality engagement and communication with all stakeholders, advisors, and customers.
• Attend sales meetings to share insights, gather crucial information on finances, persistency, new business, and resources, and provide clear feedback on identified trends and issues.
• Support Business Managers by ensuring advisors effectively utilise available tools and resources, monitoring usage, and arranging training as needed.
• Plan and manage your diary efficiently, proactively communicating your availability and schedule to management and support teams.
• Facilitate the involvement of Business Enablement Specialists (BES) when additional expertise or resources are required.

• **Financial & Risk Management:**
• Drive cost-saving initiatives and ensure efficient utilisation of funds.
• Manage budget centres using sound financial practices and track monthly budget-vs-actual reporting.
• Investigate or escalate any overspending or errors, advising management on corrective actions.
• Ensure correct budget centres and accounts are used for invoice payments.
• Authorise and approve expenses as required.
• Maintain robust controls and records of financial transactions for audit purposes.
• Ensure journals are correctly processed monthly.
• Implement measures to safeguard customer information and manage access control registers.
• Escalate any irregularities and ensure risks are appropriately logged.
• Participate in monthly budget reviews with relevant stakeholders to assess deviations and process necessary journals.

• **Reporting & Compliance:**
• Manage Persistency Management Plans, monitoring deviations using various reporting tools.
• Oversee and report on compliance with health and safety regulations for all offices, taking ownership of corrective actions.
• Ensure compliance across all operational areas, including new business/existing business capturing, staff files, finances, contracts, commission payments, and IT costs.
• Undertake cross-audits to enhance compliance assurance.
• Conduct monthly audits, including specific system audits and building maintenance checks.
• Perform quarterly audits of specific funds and programmes, reporting any discrepancies.
• Support internal and external audit processes and follow up on management action plans.
• Maintain all necessary supporting documentation for audit and compliance purposes.
• Report on issue assurance and the corrective actions taken to close compliance gaps.

• **People Leadership:**
• Conduct regular team meetings to discuss trends, share feedback, and identify training needs for direct reports.
• Facilitate team and virtual meetings for problem-solving, collaboration, and continuous feedback.
• Implement strategies to help the team achieve goals and deliver required outputs.
• Promote adherence to company values and ethical conduct.
• Provide coaching, guidance, and corrective feedback to build team capability and performance.
• Identify training gaps and necessary process changes to ensure staff remain informed and equipped.
• Consistently apply Human Capital practices and processes, including performance management, talent pipeline development, and employee relations training.
• Support recruitment and selection activities to ensure a strong team composition.
• Ensure effective onboarding of new employees.

What They're Looking For

Ideal candidates will possess a strong understanding of financial services operations and a proven track record in team leadership and process management. Experience within the insurance or financial advisory sector would be highly advantageous. The role demands excellent communication and interpersonal skills to effectively engage with a diverse range of stakeholders, from financial advisors to senior management. Strong analytical abilities are required for trend analysis and problem-solving, coupled with meticulous attention to detail for compliance and financial management. Candidates should demonstrate a commitment to operational excellence, a proactive approach to continuous improvement, and the ability to inspire and develop a high-performing team. A relevant tertiary qualification in Business Administration, Operations Management, or a related field would be beneficial.

In South Africa, roles like this, managing operations and teams within established financial institutions, typically command a competitive salary reflecting the level of responsibility and expertise required. Potential employers include major insurers, investment houses, and financial advisory networks. Career progression often leads to broader regional management roles or specialised operational leadership positions.

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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