Senior Operations Manager
- Cape Town, Western Cape
- Permanent
- Full-time
- Own end-to-end delivery of BPO insurance service operations.
- Develop and execute operational strategies aligned to client objectives, regulatory standards, and company KPIs.
- Provide direction and leadership to Operations, Team Leaders, and support functions.
- Drive achievement of SLAs, including productivity, quality, sales, retention, and customer satisfaction.
- Conduct regular reviews of performance dashboards, trends, and root cause analysis.
- Implement continuous improvement programs and automation where applicable.
- Ensure 100% adherence to compliance principles across all processes.
- Collaborate with Compliance, QA, and Risk departments to maintain audit readiness and policy adherence.
- Serve as the primary point of contact for high-level client escalations and strategic reviews.
- Build and maintain strong relationships with key clients and internal stakeholders.
- Prepare and present performance reports, business reviews, and improvement plans.
- Lead, mentor, and develop, Team Leaders, and staff.
- Drive engagement, recognition, and talent development programs to build strong leadership pipelines.
- Champion a high-performance culture and ensure succession planning.
- Matric / Grade 12 (essential)
- FAIS/RE5 and FSP compliance understanding (advantageous)
- 5-8 years' experience in a senior operations leadership role within a BPO or financial services environment
- Proven success in managing insurance, lending, or financial support processes at scale
- Strong background in regulatory compliance and risk management
- Hands-on experience in managing large teams and multiple client portfolios
- Clear ITC and Criminal record
- Proficient in workforce and performance management tools
- Strong analytical skills and ability to work with dashboards, MI, and BI tools
- Experience with CRMs, dialers, QA systems, and client reporting platforms
- Strategic and commercial thinking
- Regulatory compliance and operational risk awareness
- Leadership and influence across functions
- Client-centric mindset
- High emotional intelligence and communication skills
- Agile, adaptable, and solution-focused
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