Senior administrator

Old Mutual Nigeria

Job Summary

Individually accountable to provide immediate response to administrative requirements in accordance with SLA parameters, in a processing environment. A Senior Administrator is fully multi-skilled across products and processes, and has extensive relevant experience.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.


  • Ensure daily operational Customer Service efficiency/delivery.
  • Responsible for the daily work flow and volumes within the turnaround time
  • Maintains and enhances service/work standards to delivers quality work within a given process
  • Often consulted for system enhancements and testing.
  • Resolves technical and complex problems, especially in support of administrative queries/issues.
  • 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 in different areas may differ but basic skills remain the same.
  • May act as mentor to less experienced Administrators.
  • Fully multi-skilled across products and processes.
  • Has extensive, relevant experience.
  • Often acts as a resource for less experienced staff.

Key Result Areas

Personal Effectiveness:

  • Accountable for service delivery through own efforts.
  • 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.
  • Collaborates effectively with others to achieve personal results.
  • Accepts and lives the company values.


  • May act as mentor to less experienced administrators.

Documentation Processing:

  • Follows standardised processes and provides administrative support in line with normal business functioning.
  • Provides an indirect service to customers and intermediaries.
  • Responds to immediate administrative requirements within procedure.
  • Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.
  • Delivers on daily production standards.
  • Uses standard administrative techniques to coordinate own work.

Quality Assurance:

  • Performs quality checks on own work.
  • Adheres to service and quality standards.
  • Delivers, maintains and enhances work standards and quality within the given process.
  • Ensures daily processing complies with all appropriate product and legislative rules and requirements.
  • Maintains and update procedural documentation.
  • Ensures quality of Service delivery to customers conforms to agreed service level standards.
  • Ensure customers are well informed about issues affecting their cover.

Relationship Building:

  • Establishes and maintains relationships with internal and external stakeholders.
  • Builds and manages internal/external relationships.
  • Manage internal/external Customer Complaints.

Minimum Requirements

Qualifications and Experience:

  • A First degree or its equivalent in relevant field
  • Experience in a technical operations department (3 years plus)
  • Excellent communication skills (verbal and written)
  • Very good interpersonal skills
  • Good people management skills
  • Good knowledge of MS packages (Word, Excel etc.)
  • Extensive product and process knowledge.

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