Administrator-Case Management

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is seeking a proactive Case Manager to coordinate medical and administrative requirements for new business insurance applications. You will act as the central contact among customers, advisers, medical providers, underwriting teams, and internal stakeholders to move cases through to underwriting decisions.

Responsibilities include managing a portfolio of cases, ensuring service levels are met, maintaining accurate records, and escalating

Qualifications

• Matric essential and NQF Level 4 educational qualification.
• Experience in Old Mutual administrative processes is advantageous.
• Excellent verbal and written communication skills, ability to work under pressure.

Responsibilities

• Proactively manage and coordinate all outstanding medical and administrative requirements for new business insurance applications.
• Serve as central contact among customers, advisers, medical providers, underwriting teams, and internal stakeholders.
• Manage a portfolio of new business cases and ensure deadlines and service levels are met.
• Maintain accurate records and case notes; escalate risks and delays as needed.
• Ensure compliance with POPIA, governance, and data accuracy standards.

Skills

Case management

Stakeholder management

Communication skills

Attention to detail

MS Office proficiency

Education

Matric

NQF Level 4

Tools

BANCS

BIZAGI

CMOS

Outlook

Job description

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description Responsibilities

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

• 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.

Education

• NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent.

Other Tasks

• Follows standardised processes and provides administrative support in line with normal business functioning.
• Delivers on daily production standards and adheres to service and quality standards.
• Provides an indirect service to customers and intermediates.
• Responds to immediate requirements within procedure.
• Uses standard administrative techniques to coordinate own work.

Product and Process Knowledge

• Moderate (intermediate) to high level of technical knowledge.
• Partially multi skilled across product and process relevant to the business area.

Skills

• Action Planning, Client Management, Computer Literacy, Database Administration, Desktop Publishing (DTP), Executing Plans, Management Reporting, Network Administration, Numerical Aptitude, Office Systems, Oral Communications, Policies & Procedures, Report Review, Resource Scheduling.

Competencies

• Collaborates, Communicates Effectively, Drives Results, Ensures Accountability, Plans and Aligns, Tech Savvy.

Closing Date

21 August 2026 , 23:59

Appointment Information

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.

The Old Mutual Story

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries.

The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.

We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.