Manager-Pay Point Premium Collection

Job Description

The Manager – Pay Points is responsible for the end to end management, performance oversight, and control of all pay point premium collection channels. The role drives new business performance in partnership with the Agency Business Development teams, while ensuring timely and accurate premium collections, robust reconciliation controls, and effective partner engagement. The position is also accountable for improving persistency outcomes and leading the transition from pay point collections to more sustainable auto renewal payment methods.

Principal Accountabilities

• Coordinate pay‑point sign‑up, activation, and collections across Agency teams
• Strengthen employer relationships and payroll compliance
• Drive disciplined arrears follow‑up and delayed remittance resolution
• Improve premium reconciliation and allocation turnaround times
• Enforce controls, procedures, and governance standards
• Build agent capability and confidence to actively sell through pay‑points

Key Duties and Responsibilities:

Pay- point Operations Management

• Manage daily operations across all approved pay points, including employers, institutions, worksites, and check‑off arrangements.
• Ensure accurate capture, recording, and timely remittance of premiums collected through pay points.
• Identify and resolve operational issues affecting collections, billing, or allocation

Partner & Stakeholder Engagement

• Serve as the primary liaison with pay point partners, payroll administrators, and internal teams.
• Facilitate onboarding of new pay points and support ongoing sensitisation and activation activities.
• Proactively manage operational risks, delays, or disputes with pay point partners.

Controls, Reconciliation & Risk Management

• Ensure full end‑to‑end reconciliation between expected premiums, amounts deducted, and premiums allocated to policy records.
• Monitor and resolve unallocated premiums, arrears, delays, and exceptions.
• Maintain robust internal controls to minimise leakages, policy lapses, customer detriment, and regulatory exposure.

Persistency & Payment Mode Optimisation

• Drive targeted initiatives to improve persistency for pay point‑sourced business.
• Lead the conversion of suitable pay point policies to auto‑renewal payment modes (e.g., Direct Debit, Standing Orders, mobile money automation).
• Work closely with Customer Experience and Sales teams to manage lapse risk and recovery strategies.

Reporting, Data & Performance Monitoring

• Produce regular pay point performance reports covering:
• Collection rates
• Arrears and exception trends
• Partner performance
• Analyse data to identify gaps, risks, and improvement opportunities, and recommend corrective actions to management.

Team Leadership & Coordination

• Manage and coach pay-point officers, coordinators and agents
• Set clear performance targets and monitor delivery.
• Ensure adherence to approved SOPs, controls, and service standards across all paypoint activities.

Key Performance Indicators (KPIs)

• Paypoint case count and APE contribution
• Paypoint premium collection rate
• Paypoint persistency (Month 4,7,9,13, and beyond)
• Timeliness and accuracy of reconciliations
• Reduction in unallocated premiums and arrears
• Conversion rate from paypoints to auto‑renewal payment modes
• Turnaround time for issue and exception resolution