Senior Servicing Officer - Life Business

Job description

Lets Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description The Senior Servicing Officer plays a key role in overseeing complex scheme servicing operations within the Group Life and Credit Life portfolio. This role ensures that all policy endorsements, member updates, and servicing transactions are executed accurately and in line with regulatory and operational standards. The position also supports quality assurance, mentorship of junior servicing officers, and client engagement to maintain high service standards. 1. KEY TASKS AND RESPONSIBILITIES Review and approve complex scheme endorsements, benefit changes, and member movements to ensure accuracy and compliance Validate policy documentation such as schedules, member certificates, and debit notes prior to dispatching to clients Reconcile scheme data with submitted schedules and premium remittances and escalate discrepancies for resolution Provide technical support and training to junior officers to ensure consistency and quality of output Coordinate with underwriting, claims, retention, and reinsurance teams on scheme-specific requirements and exceptions Respond to routine or escalated client and broker servicing queries with appropriate resolution and follow-up Participate in servicing reviews and audits, ensuring audit readiness and documentation accuracy Generate periodic reports on SLA adherence, scheme performance, and pending servicing tasks Ensure all operational servicing activities comply with Anti-Money Laundering (AML) regulations, the Data Protection Act (DPA), and the Insurance Act and Insurance Regulatory Authority (IRA) guidelines Escalate any irregularities related to client data in line with compliance protocols 2. SKILLS AND COMPETENCIES Excellent understanding of life insurance operations and administration workflows Strong leadership and quality assurance skills High attention to detail and data accuracy Effective communication and stakeholder management abilities Ability to analyse service trends and recommend improvements Proficiency in using policy administration systems and Excel 3. KNOWLEDGE & EXPERIENCE 3–4 years’ experience in group life administration or corporate servicing 4. QUALIFICATIONS Bachelor’s degree in Commerce (BCOM), or a business-related field Professional insurance qualification (e.g., AIIK, ACII, LOMA) 5. ANTI-MONEY LAUNDERING (AML) EXPECTATION The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action. Skills Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling Competencies Action Oriented Communicates Effectively Customer Focus Decision Quality Ensures Accountability Interpersonal Savvy Manages Ambiguity Manages Complexity Education NQF Level 3 & NQF Level 2 - Below school leaving Closing Date 10 September 2026 , 23:59 The Old Mutual Story!