Lets Write Africa's Story Together!

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

Job Description

Supervise a team of customer service representatives, maintains proactive relationships with key customers and internal stakeholders on a regular basis, and serves as an expert in handling complex queries.

Responsibilities

Product/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Duties and Responsibilities

• Lead and manage the end-to-end administration of NARAF and Section 37C death claims.

• Oversee the investigation, assessment, adjudication, and distribution of death benefits in accordance with

applicable legislation and fund rules.

• Ensure all death claims are processed accurately, fairly, and within agreed service standards.

• Manage the identification, tracing, and verification of beneficiaries and dependants.

• Ensure appropriate beneficiary investigations are conducted to support trustee decision-making.

• Review and monitor complex death claim cases, disputes, appeals, and escalations.

• Provide technical guidance and support to claims administrators and specialists.

• Ensure compliance with Section 37C of the Pension Funds Act and all relevant legislative requirements.

• Engage with trustees, beneficiaries, attorneys, employers, intermediaries, regulators, and other external

stakeholders regarding claim matters.

• Manage relationships with tracing agents, legal service providers, and external partners.

• Oversee claim payments and distribution processes to ensure accuracy and regulatory compliance.

• Monitor claim turnaround times, service levels, and customer outcomes.

• Resolve complex operational, technical, legal, and customer-related issues.

• Ensure proper documentation, case management, audit trails, and record keeping.

• Drive continuous improvement initiatives to improve customer experience, processing efficiency, and

operational effectiveness.

• Identify opportunities to automate manual processes and increase operational efficiency.

• Analyse claims performance data and identify trends, risks, bottlenecks, and improvement opportunities.

• Produce regular management reports and operational insights for leadership and governance forums.

• Lead governance reviews, audit preparations, and compliance assessments.

• Maintain and monitor departmental risk registers.

• Ensure adherence to internal controls, policies, procedures, and standard operating practices.

• Build, lead, coach, and develop a high-performing claims team.

• Conduct performance management, capability building, succession planning, and employee development

activities.

• Foster a culture of accountability, customer centricity, quality, fairness, and continuous improvement.

• Champion Agile ways of working and promote effective delivery practices across the team.

Minimum Requirements

• Relevant Bachelor's Degree in Law, Commerce, Business Management, Finance, Insurance, Pension Fund

Administration, or a related field.

• Pension Funds Act, Retirement Fund Administration, or Employee Benefits qualifications (advantageous).

 

Skills

Action Planning, Claims Management, Current State Assessment, Data Compilation, Data Controls, Executing Plans, Financial Auditing, Insurance Claims Investigations, Oral Communications, Policies & Procedures, Typology

Competencies

Action Oriented

Collaborates

Communicates Effectively

Customer Focus

Decision Quality

Directs Work

Drives Results

Instills Trust

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

02 October 2026 , 23:59

The Old Mutual Story!