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

This role provides first-line technical support and subject matter expertise to administrative staff processing Existing Business Quotes (EBQs). The role focuses on diagnosing and triaging technical issues, coordinating resolution with IT and Product teams, supporting administrators through guidance and training, and identifying opportunities to improve system processes and performance.

Responsibilities:

1. Technical Issue Triage and Incident Coordination

• Act as the first point of contact for technical issues related to issuing EBQs.
• Diagnose and triage system issues to determine the root cause.
• Resolve minor or process-related issues directly where possible.
• Log IT incidents when technical system intervention is required.
• Monitor, track, and actively drive incidents to resolution with IT teams.
• Provide feedback and updates to administrators on incident progress.

2. Subject Matter Expertise and User Support

• Serve as the subject matter expert (SME) on EBQ processes and system functionality.
• Support administrative staff who capture and issue EBQs.
• Provide guidance on correct system usage and troubleshooting steps.
• Assist staff in resolving operational challenges during the capturing process.
• Provide informal coaching and training to improve system use and accuracy.

3. Trend Analysis and Continuous Improvement

• Monitor recurring issues and identify patterns or trends in system problems.
• Analyse operational challenges experienced by administrators.
• Identify opportunities to improve system processes, workflows, or user practices.
• Recommend improvements to reduce errors and increase efficiency.

4. Stakeholder Liaison

• Liaise with Product teams regarding system functionality and technical challenges.
• Communicate operational feedback and user experience insights to Product teams.
• Coordinate with IT and Product teams to support the resolution of system issues.
• Participate in discussions on system enhancements or changes affecting EBQ processes.

5. Insights and Reporting

• Extract and combine data to generate standard reports.

• Efficient triaging and escalation of EBQ technical issues.
• Timely resolution of system incidents through coordination with IT.
• Improved administrator capability in using EBQ systems.
• Identification and escalation of system improvement opportunities.

Requirements

Technical & Functional

• Matric
• Strong understanding of EBQ systems and administrative processes is essential
• Strong product knowledge of Greenlight, Old Mutual Protect, and Max is essential
• Ability to diagnose system issues and determine escalation paths
• Incident management and tracking
• Process and workflow understanding

Analytical

• Ability to identify patterns and root causes in system issues
• Continuous improvement mindset

Interpersonal

• Strong communication skills with technical and non-technical stakeholders
• Ability to explain systems to operational staff
• Stakeholder coordination

 

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Skills

Accounting, Action Planning, Budget Management, Calendar Coordination, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Executing Plans, Financial Acumen, Management Reporting, Numerical Aptitude, Oral Communications, Report Review

Competencies

Directs Work

Drives Results

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

Matriculation Certificate (Matric)

Closing Date

02 November 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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