Senior Administrator - EBQ Technical Support

About the role

Old Mutual is hiring a Senior Administrator in Pinelands to provide first-line technical support and subject matter expertise to administrative staff processing Existing Business Quotes (EBQs). The role covers diagnosing and triaging technical issues, coordinating resolution with IT and Product teams, guiding and training administrators, and spotting ways to improve system processes and performance.

Key responsibilities

• Act as first point of contact for technical issues related to issuing EBQs, diagnose and triage them, resolve minor issues directly, log incidents and drive them to resolution with IT teams while keeping administrators updated.
• Serve as subject matter expert on EBQ processes and systems, guide staff on correct usage and troubleshooting, coach and train them to improve accuracy.
• Monitor recurring issues, analyse operational challenges and recommend improvements to processes, workflows and user practices.
• Liaise with Product teams on system functionality and technical challenges, communicate user experience insights and take part in discussions on system enhancements.
• Extract and combine data to generate standard reports on triage, escalation, resolution and improved administrator capability.

Required profile

• Matric qualification.
• Strong understanding of EBQ systems and administrative processes.
• Strong product knowledge of Greenlight, Old Mutual Protect and Max.
• Ability to diagnose system issues, identify patterns and root causes, and coordinate with stakeholders.
• Good communication skills with both technical and non-technical people, and ability to explain systems to operational staff.