Old Mutual was established in Cape Town in 1845 as South Africa's first mutual life assurance society. Our purpose is to help our customers thrive by enabling them to achieve their lifetime financial goals, while investing their funds in ways that will create a positive future for them, their families, their communities and broader society.
Job Description
- This role applies advanced operational expertise across Customer Onboarding and serves as a subject matter expert within the team. The incumbent is responsible for managing complex and high-risk cases, handling escalations and complaints, driving process improvements, supporting capability development through training and coaching, and engaging with stakeholders to resolve operational challenges.
- The role requires extensive knowledge of Old Mutual Protect (OMP) Customer Onboarding processes and the ability to provide support across multiple functions, including Medical Fees, Case Management (CM), Tele-interview (TIV), Existing Business Quotes (EBQ), Enquiries and Complaints Management. The incumbent acts as a key support resource to leaders and teams, ensuring service excellence, operational effectiveness, and positive customer outcomes.
Role Description
- To support the delivery of exceptional customer service through the management of escalations, complaints, stakeholder engagements, quality interventions, training initiatives, and process improvements.
- The role serves as an operational expert and escalation point, providing guidance and support to frontline teams while ensuring adherence to service standards, regulatory requirements, and business objectives.
Key Responsibilities
Operational Delivery
- OMP experience essential; OMP sales process, EBQ for OMP,
- Manage and resolve complex customer cases, complaints, and escalations.
- Act as an escalation point for Customer Onboarding operational queries.
- Investigate customer and adviser complaints and ensure fair, timely resolutions.
- Support leadership teams with operational oversight and case management activities.
- Drive adherence to service levels, quality standards, and customer experience expectations.
- Identify process failures, recurring themes, and opportunities for improvement.
- Collaborate with internal and external stakeholders to resolve operational challenges.
- Support business continuity by providing assistance across Customer Onboarding functions where required.
- Monitor trends and recommend solutions to improve efficiency and customer outcomes.
- Ensure compliance with regulatory, governance, and business requirements.
Stakeholder Engagement
- Build and maintain strong relationships with internal stakeholders, advisers, service providers, and support areas.
- Facilitate collaboration between teams to resolve customer issues efficiently.
- Represent Customer Onboarding in operational discussions and stakeholder engagements.
- Provide clear and structured feedback to stakeholders regarding operational concerns and customer impacts.
- Influence positive outcomes through effective communication and relationship management.
Complaints Management
- Take ownership of customer complaints from receipt to resolution.
- Conduct thorough investigations and root cause analysis.
- Ensure customers are kept informed throughout the complaint handling process.
- Draft professional complaint responses aligned to regulatory and company requirements.
- Identify complaint trends and recommend preventative actions.
Training, Coaching and Capability Development
- Support onboarding and upskilling of new and existing employees.
- Facilitate process refresher sessions and knowledge-sharing initiatives.
- Provide coaching and guidance on operational processes and complaint management.
- Assist leaders in identifying development opportunities within teams.
- Promote a culture of continuous learning and operational excellence.
RCC and Process Improvement
- Participate in Root Cause Correction (RCC) activities and investigations.
- Identify recurring operational issues and recommend sustainable solutions.
- Support implementation and monitoring of process improvement initiatives.
- Drive continuous improvement through data analysis, trend identification, and stakeholder feedback.
- Contribute to improving customer experience and operational efficiencies.
Cross-Skilling and Operational Support
The successful candidate should demonstrate extensive knowledge of Customer Onboarding processes and be capable of supporting:
- Customer Onboarding Operations
- Complaints Management
- RCC Processes
- Escalations Management
- Medical Fees
- Case Management
- TIV Processes
- Knowledge/experience Case Management and TIV will be highly advantageous.
Personal Effectiveness
- Demonstrates ownership and accountability.
- Acts as a role model for company values and behaviours.
- Builds positive working relationships across teams.
- Displays resilience and professionalism under pressure.
- Takes initiative and drives solutions proactively.
- Supports team success through knowledge sharing and collaboration.
- Continuously seeks opportunities to improve processes and customer outcomes.
Quality Assurance
- Ensures adherence to quality and compliance standards.
- Conducts quality reviews and identifies improvement opportunities.
- Promotes a "first-time-right" approach.
- Maintains accurate and audit-ready records.
- Ensures governance and compliance requirements are consistently met.
Role Requirements
Qualifications and Experience
- Matric (Essential)
- Relevant post-matric qualification (Advantageous)
- Knowledge of the OMP product is essential.
- 3-5 years proven experience/knowledge of OMP Customer Onboarding processes: CM, TIV, EBQ, Enquiries, Validate Documents Requests is essential.
- Proven working experience/knowledge of Bizagi, Bancs, CMOS, Efektiv and EMS is pessential.
- Understanding of the OMP sales and servicing (EBQ) value chain is essential.
- Understanding of the sales distribution channels is advantageous.
- Proven experience in managing and resolving complex customer cases, complaints, and escalations is essential.
- Experience facilitating training, coaching, or knowledge-sharing sessions is advantageous.
- Experience engaging with multiple stakeholders across business areas.
Competencies
- Stakeholder management
- Coaching and facilitation skills
- Root cause analysis
- Problem solving and decision making
- Complaint handling and conflict resolution
- Process improvement mindset
- Customer centricity
- Effective communication
- Planning and prioritisation
- Attention to detail
- Resilience and adaptability
- Ownership and accountability
Skills
- Advanced case and complaint management
- Escalation management
- Facilitation and training delivery
- Stakeholder engagement and influencing
- Operational risk identification
- Process improvement and continuous improvement methodologies
- Data analysis and trend identification
- Report writing and presentation skills
- Governance and compliance awareness
- Strong written and verbal communication skills
- Multi-skilled operational capability across Customer Onboarding functions
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Job Description
- Provides specialist knowledge and executes account development strategies and sales business plans in order to achieve medium-sized sales targets.
Responsibilities
Data Collection and Analysis
- Conduct research using primary data sources, and select information needed for the analysis of key themes and trends.
Information and Business Advice
- Provide specialist advice on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.
Document Preparation
- Edit document in line with organizational style guidelines and prepare information for publication.
Insights and Reporting
- Prepare and coordinate the completion of various data and analytics reports.
Customer Relationship Management / Account Management
- Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
Financial Advice
- Handle the financial advice process within a specific client segment, ensuring alignment with their goals and values.
Sales
- Sell simple products and services directly to customers while following standard protocols. May also involve providing back-office support to a sales team.
Operational Compliance
- Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills
- Action Planning, Client Management, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Evaluating Information, Management Reporting, Numerical Aptitude, Oral Communications, Professional Presentation, Report Review, Sales Software, Statistical Analysis Techniques
Competencies
- Builds Networks
- Business Insight
- Communicates Effectively
- Customer Focus
- Decision Quality
- Ensures Accountability
- Manages Complexity
- Plans and Aligns
Education
- NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent
Closing Date
30 October 2026 , 23:59
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Job Description
- An Exciting opportunity is available for a Team Leader role at our Pinelands branch.
Purpose:
- Manages several underwriting professionals. Reviews and ensures conformance with underwriting policies, guidelines, and procedures by subordinate underwriters. Recommends changes in underwriting policies and procedures. Underwrites the large or more complex risks or provides final approval for those underwritten by subordinates
Responsibilities:
- Underwriting Insurance Cases: Review and underwrite assigned new business and renewal cases within prescribed authority level, escalating unusual or complex cases to senior colleagues where appropriate.
- Underwriting Automation: Carry out allocated research and analysis to support the development, testing, and improvement of automated underwriting processes and systems; recommend new functionalities and/or improvements that reduce cost and/or enhance underwriting effectiveness.
- Organizational Risk Management: Ensure the organization is not exposed to undue risks by using risk management systems to achieve specific goals within a designated area of the business.
- Regulatory and Compliance Management: Investigate all kinds of incidents and reports and provide expert advice to more senior colleagues. Minimize risk exposures and ensure adherence with regulatory standards by working with all internal functions to make sure compliance programs are properly implemented.
- Leadership and Direction: Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.
- Performance Management: Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
- Budgeting: Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization.
- Document Preparation: Edit document in line with organizational style guidelines and prepare information for publication.
- Financial Policies, Guidelines, and Protocols: Develop and deliver financial guidelines and protocols to ensure the company complies with regulations and good financial practice.
- Organizational Capability Building: Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
Requirements (Skills & Experience):
- Matric and / or equivalent
- Diploma and /or equivalent in Level 6 qualification in general insurance
- 3 - 5 years' experience in Commercial Underwriting
- 1 - 2 years' experience in managing a Team of Underwriters would be advantageous
Skills
- Accounting, Budget Management, Change Management, Data Compilation, Executing Plans, Financial Acumen, Legal Practices, Management Reporting, Numerical Aptitude, Oral Communications, Policies & Procedures, Presenting Solutions, Professional Presentation, Risk Management, Servant Leadership
Competencies
- Action Oriented
- Business Insight
- Communicates Effectively
- Decision Quality
- Ensures Accountability
- Financial Acumen
- Instills Trust
- Manages Complexity
Education
- NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent
Closing Date
15 October 2026 , 23:59
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Job Description
- Provides advice on a specific range of products to a specific allocated market and are individually accountable for achieving results through their own efforts.
Responsibilities
Customer Service
- Carry out standard customer service activities and handle simple customer inquiries.
Solutions Analysis
- Assess compliance with established standards and protocols for routine inquiries.
Receiving Visitors
- Receive visitors and assist with various requests for information, referring more complex matters to colleagues.
Customer Relationship Management (CRM) Data
- Ensure that basic customer details held in the system are accurate, and make notes of follow-up actions that have been promised, together with notes of actions taken during each sales call.
Customer Needs Clarification
- Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
Customer Relationship Development / Prospecting
- Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
Operational Compliance
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Business Development
- Carry out routine business development support tasks and assist others by following established procedures.
Sales Opportunities Creation
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers.
Data Exploration
- Select appropriate data from information provided by others and input that data into spreadsheets or standard formats.
Network of Influence
- Demonstrate understanding of the value of networking by participating in and contributing to a network of people, technologies, and ideas both inside and outside the company.
Skills
- Consultative Selling, Customer Feedback Management, Customer-Focused, Customer Service, Customer Understanding, Evaluating Information, Identifying Customer Needs, Identifying Sales Opportunities, Oral Communications, Probing Questions, Qualifying Prospects, Sales Data Management, Sales Software, Strategic Selling, Strengthening Customer Relationships
Competencies
- Balances Stakeholders
- Builds Networks
- Communicates Effectively
- Customer Focus
- Ensures Accountability
- Instills Trust
- Interpersonal Savvy
- Manages Complexity
Education
- NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent (Required)
Closing Date
16 October 2026 , 23:59
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- An IT Delivery Project Manager is responsible for planning, managing, and successfully delivering technology projects that enable business objectives. The role serves as the key link between business stakeholders, technology teams, vendors, and leadership, ensuring that solutions are delivered on time, within budget, and to the required quality standards.
Responsibilities
Project Planning and Delivery
- Define project scope, objectives, deliverables, and success criteria.
- Develop and maintain project plans, schedules, budgets, and resource allocations.
- Manage project execution across the full project lifecycle, from initiation through to deployment and transition into support.
- Monitor progress against milestones and proactively manage deviations.
Stakeholder Management
- Engage with business leaders, product owners, architects, and technology teams to understand requirements and priorities.
- Facilitate communication between business and technical stakeholders.
- Manage stakeholder expectations and provide regular status updates on project progress, risks, and dependencies.
- Proactive managing issues and dependencies, ensuring timely resolution.
- Prepare and present project reports, steering committee updates, and executive dashboards.
- Coordinate internal and external delivery teams, including business analysts, developers, testers, infrastructure teams, and third-party vendors.
Requirements Management
- Plan and coordinate the identification and elicitation of requirements; conduct analysis of those requirements for completion and alignment; document and manage requirements throughout the life of the project; and coordinate the verification of the end deliverable. Generally done at the project level.
Project Risk and Issue Management
- Manage identification of risks, issues, dependencies, and constraints associated with the project, escalating these matters where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these concerns.
Project Reporting and Review
- Manage the project review process; provide stakeholders with accurate and relevant information and key recommendations at established review points to enable them to evaluate progress and agree on change.
Project Team Management
- Lead a small- to medium-sized project team; communicate the project vision and the necessary outcomes, along with guidance to achieve these outcomes; coordinate team actions on project activities; coordinate the flow of additional team members on and off the team, as needed; and identify areas of improvement to build the capability of the team through training, coaching, and mentoring.
Continuous Improvement
- Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered.
Project Resource Management
- Negotiate and manage deployment of project resource budgets, providing forecasts and presenting variances with narrative at appropriate review points to ensure effective utilization.
Work Scheduling and Allocation
- Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
Document Preparation
- Edit document in line with organizational style guidelines and prepare information for publication.
Project Closeout and Handover
- Provide appropriate documentation and training to enable successful transition to business as usual. Identify and record lessons learned to inform future project activity.
Project Assurance
- Manage the delivery of assurance reviews within a project, enable the delivery of assurance reviews by independent third parties, and take appropriate action to resolve any issues identified, to give senior stakeholders confidence that the project can deliver according to time, budget, and quality.
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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills
- Agile Project Management, Change Management, Prioritization, Project Budget Management, Project Communications Management, Project Estimations, Project Management Governance, Project Organization, Project Quality Assurance, Project Quality Management, Project Reporting, Project Scope Management, Requirements Management
Competencies
- Balances Stakeholders
- Communicates Effectively
- Cultivates Innovation
- Customer Focus
- Decision Quality
- Develops Talent
- Drives Results
- Ensures Accountability
Education
- NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent
Closing Date
15 October 2026 , 23:59
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Job Description
- Provides advice on a specific range of products to a specific allocated market and are individually accountable for achieving results through their own efforts.
Responsibilities
Customer Service
- Carry out standard customer service activities and handle simple customer inquiries.
Solutions Analysis
- Assess compliance with established standards and protocols for routine inquiries.
Receiving Visitors
- Receive visitors and assist with various requests for information, referring more complex matters to colleagues.
Customer Relationship Management (CRM) Data
- Ensure that basic customer details held in the system are accurate, and make notes of follow-up actions that have been promised, together with notes of actions taken during each sales call.
Customer Needs Clarification
- Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
Customer Relationship Development / Prospecting
- Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
Operational Compliance
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Business Development
- Carry out routine business development support tasks and assist others by following established procedures.
Sales Opportunities Creation
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers.
Data Exploration
- Select appropriate data from information provided by others and input that data into spreadsheets or standard formats.
Network of Influence
- Demonstrate understanding of the value of networking by participating in and contributing to a network of people, technologies, and ideas both inside and outside the company.
Skills
- Consultative Selling, Customer Feedback Management, Customer-Focused, Customer Service, Customer Understanding, Evaluating Information, Identifying Customer Needs, Identifying Sales Opportunities, Oral Communications, Probing Questions, Qualifying Prospects, Sales Data Management, Sales Software, Strategic Selling, Strengthening Customer Relationships
Competencies
- Balances Stakeholders
- Builds Networks
- Communicates Effectively
- Customer Focus
- Ensures Accountability
- Instills Trust
- Interpersonal Savvy
- Manages Complexity
Education
- Matriculation Certificate (Matric)
Closing Date
15 October 2026 , 23:59
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- We are looking for self-motivated and dynamic individuals who have a passionate entrepreneurial spirit to join one of Africa's leading insurance companies.
- The role at a glance is about championing our valued customers to achieve their lifetime goals by identifying their financial needs, providing sound financial advice, recommending and implementing "fit for purpose" financial plans and solutions.
- Responsible for the procurement of new business
- Expand sales of products and services with existing customers
- Work mainly on own leads
Skills
- Building Trust, Consultative Selling, Customer-Focused, Customer Service, Customer Understanding, Direct Selling, Identifying Sales Opportunities, Oral Communications, Probing Questions, Qualifying Prospects, Sales Data Management, Sales Software, Strategic Selling, Strengthening Customer Relationships
Competencies
- Action Oriented
- Balances Stakeholders
- Builds Networks
- Collaborates
- Communicates Effectively
- Customer Focus
- Drives Results
- Ensures Accountability
Education
- NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent
Closing Date
25 October 2026 , 23:59
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Job Description
- Responsible for risk evaluation, pricing and selection / rejection of renewal business for all assigned accounts within the portfolio. Research problems and take initiative in recommending solutions for customer and financial issues that will enable the organisation to profitably accept the risk that our policies cover.
- Responsible for risk evaluation, pricing and selection / rejection of new and renewal business for all assigned accounts within the portfolio.
- Perform risk and contract evaluation on renewal business using rating guidelines, industry and occupational classifications, financial statements, manual rating, experience information (e.g. premium, claims, reserves, rate history and average exposure) for all assigned accounts.
- Determine required premium level based on experience and manual rates, plan design, services, and competitive information in accordance with organisational guidelines.
- Demonstrate a high degree of knowledge regarding underwriting quantitative and qualitative tools and communicate the outcomes clearly to Sales and Claims functions.
- Research all problems and risk related issues by using initiative in problem solving that involves management in decision making as necessary.
- Responsible for monitoring profitability as measured by loss ratio improvement.
- Complete semi-annual and ad hoc profitability analysis for all assigned cases and provide summary of analysis to management and Sales.
- Analysis to include but not limited to action plans for moving accounts to profitability and complete assessment of claim trends and services. Analyse all necessary historical account information.
- Determine renewal terms including required premium level and policy plan change recommendations and deliver complete renewal package to Sales according to organisational department guidelines.
- Accountable for the accuracy and completeness of all renewal data.
- Negotiate all subsequent appeals with Sales regarding premium levels and policy plan provisions and involve appropriate people in decision making and negotiating as necessary.
- Participate in interdepartmental discussions between Sales, Claims and Underwriting on renewal business issues and make recommendations regarding policy plan provisions and claims and administrative procedures.
- Communicate recommendations to Sales for delivery to customer.
- Review all customer and Sales requests for policy and plan changes.
- Determine contract and pricing changes necessary according to underwriting guidelines and use independent judgment.
- Negotiate with Sales subsequent appeals and manage changes according to organisational procedures.
Qualification
- Grade 12
- Tertiary qualification in Commerce (NQF Level 6-7 or equivalent) or studying towards a Commercial degree
- Must have passed the Mark 4 Underwriting Technical Test
- Must have experience as an Underwriter at Mark 4 level
- Must have a mandate and prior experience will be required
- Have in depth knowledge of the commodities in the industry and must have worked with policy holders
- Underwriting skills at policy holder level
- Must have excellent communication skills
- Must have a Code 8 Drivers License
Skills
Competencies
- Action Oriented
- Business Insight
- Communicates Effectively
- Decision Quality
- Financial Acumen
- Instills Trust
- Manages Complexity
- Optimizes Work Processes
Closing Date
19 October 2026 , 23:59
Method of Application
Use the link(s) below to apply on company website.
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