Operations Manager – On-site

Operations Manager –
On-site, Cape Town

ABOUT THE ROLE:

This role is employed directly by our UK client, a forward-thinking organisation dedicated to providing exceptional insurance solutions to individuals with unique needs.

If you are passionate about innovation, customer service, and creating tailored solutions, we want to hear from you. Help shape the future of home insurance by delivering a personalised service, supported by cutting-edge technology and innovative ways of working, and join our client organisation that is committed to protecting what matters most to its customers.

This role requires travel to the UK approximately once every three months to attend business townhall meetings – all travel costs will be covered.

WHAT IT’S LIKE TO WORK HERE

Our customers come from all walks of life and so do our people. We’re a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.

Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them.

We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.

Sound good? Read on to find out more about joining our team as an Operations Manager in Cape Town and be part of this journey

KEY RESPONSIBILITIES:

• Operational Leadership

  • Oversee day-to-day operations of the contact centre team handling UK home insurance queries.

  • Ensure adherence to SLAs, KPIs, and compliance standards.

  • Ensure the operation is always appropriately resourced by leading the forecasting process, to agree resource requirements and confirm the delivery plan is aligned to these requirements.

  • Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.

• Stakeholder Collaboration

  • Act as the primary liaison between the South African team and UK-based stakeholders.

  • Collaborate with UK teams on training, product updates, and process changes.

  • Provide effective relationship management, governance and performance management with our outsourced contact centre partner, meeting both the client and the FCA’s standards and expectations.

  • Develop deep working relationships with the management of the delivery teams – align on objectives and take a collaborative approach to issue resolution.

  • Produce high-level summaries to provide an overview of performance and be presented alongside operational governance requirements.

• Quality & Compliance

  • Ensure compliance with UK insurance regulations and internal policies.

  • Monitor call quality and customer interactions to uphold service standards.

  • Implement corrective actions and training where necessary.

• Customer Experience

  • Champion customer-centric practices to deliver exceptional service.

  • Handle escalations and complex queries with professionalism and empathy.

  • Analyse customer feedback and trends to inform service improvements.

  • Support the Head of Contact Centre in the delivery of our customer services strategy.

KNOWLEDGE,

SKILLS & EXPERIENCE:

We would love to hear from people with the following skills and experience for this role:

• Completion of Matric/Grade 12 (essential)

• A relevant diploma or degree in Business Management, Operations, or a related field (preferred)

• Minimum 3–5 years’ experience in a call center environment, including experience in operational leadership.

• Demonstrated experience driving performance

• Demonstrated ability to coach and develop action plans, which maximise…