Administrator-Case Management

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

Job Description

Responsibilities include engaging with customers, advisers, medical providers, and internal stakeholders to ensure cases progress efficiently, compliance requirements are met, service levels are achieved, and operational challenges are resolved. The role is individually accountable for delivering accurate, timely, and customer-centric outcomes through effective case ownership, stakeholder management, and proactive follow-through from initiation to underwriting decision.

Role Description

To proactively manage and coordinate all outstanding medical and administrative requirements for new business insurance applications. The Case Manager serves as the central point of contact among customers, advisers/brokers, medical service providers, underwriting teams, and internal stakeholders to ensure applications are completed within service-level agreements and underwriting requirements.

Operational Delivery

• Manage a portfolio of new business cases assigned through workflow systems.
• Monitor case status and ensure all requirements are completed timeously.
• Maintain accurate records and notes on all customer interactions and case activities.
• Manage cases until all medical and administrative requirements are satisfied and underwriting decisions can be finalized.
• Respond to customer and adviser requests within agreed service levels.
• Meet productivity, quality, and turnaround time targets.
• Adhere to call quality standards and customer experience measures.
• Maintain compliance with regulatory and business requirements.
• Escalate risks, delays, and challenges to relevant stakeholders.

Personal Effectiveness

• Accepts and lives the company values.
• Accountable for service delivery through own efforts and efforts of others.
• Collaborates effectively with others to achieve personal results.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.

Quality Assurance

• Adheres to service and quality standards.
• Performs quality checks on own work.

Specific Key Results Areas

• Process and resolve payment-related queries end-to-end within service levels (SLA), including intake, triage, investigation, reconciliation, and closure.
• Clear ageing cases and maintain audit-ready case files, with consistent, accurate case notes and evidence.
• Engage stakeholders (internal teams, external providers, clients) professionally to obtain information and resolve blockers.
• Update and manage workflow systems (BIZAGI, BANCS, CMOS, EMS, Outlook) with disciplined task management.
• Adhere to quality.
• Support follow-ups.
• Comply with governance: POPIA, data accuracy, records management, and readiness for audit and compliance checks.

Role Requirements: Qualifications and Experience required

• Matric essential
• Post matric qualification will be advantageous
• Old Mutual administrative experience of 1- 2 year will be advantageous
• In depth knowledge of PF, MFC and Customer products and processes will be advantageous
• Excellent verbal and written communication skills
• Ability to work under pressure
• Must be team orientated
• Good judgment and problem-solving skills
• Computer literate i.e. MS Office and good typing skills
• Sound knowledge of Old Mutual systems i.e BANCS, BIZAGI, Outlook, CMOS is imperative

Competency

• Excellent verbal and written communication – read, interpret, and respond to queries promptly and professionally .
• Technical Knowledge (Bancs/Bizagi/CMOS)
• Ability to work under pressure and adapt to a changing environment.
• High attention to detail and accuracy .
• Good judgment and proactive problem-solving .
• Team-oriented with strong interpersonal skills.
• Deadline-driven and results-focused.
• Ability to process information and provide clear, structured feedback .
• Ownership

Skills

• Numerical accuracy and reconciliation skills (allocations, variances, and balancing).
• Critical thinking and anticipation – question assumptions, identify next steps, and pre-empt issues.
• SLA discipline and throughput management – prioritize effectively in high-volume environments.
• Case management excellence – clean case notes, evidence trails, and audit-ready documentation.
• Stakeholder engagement – professional, empathetic, and clear communication.
• Quality assurance compliance – “first-time-right” mindset.
• Governance and confidentiality – strict adherence to POPIA and internal