Chief Customer Experience & Operations Leader

MVIA; Wes-Kaap; On-site; ZAR 1,200,000 - 1,900,000; Full time

Job summary

MVIA in the Southern Suburbs, Cape Town, seeks a Head of Customer Experience to lead and optimise the Group’s end-to-end operations across insurance and non-insurance value-added products. You will align with strategy, ensure regulatory compliance, and drive exceptional client experiences at scale.

This senior role requires strong people management, a focus on excellence, and the ability to deliver high-performance operations across multiple business units.

Qualifications

• Demonstrated leadership of large operational teams.
• Experience delivering scalable, compliant operations.
• Strong focus on service quality and client outcomes.
• Ability to monitor and improve process performance and SLAs.

Responsibilities

• Provide strategic and operational leadership across MVIA Group’s operations.
• Oversee daily operations for efficiency, scalability, and regulatory compliance.
• Direct customer experience outcomes: service quality, turnaround times, customer satisfaction.
• Lead and develop senior managers and cross-functional teams.
• Design, implement and refine operating frameworks and workflows.
• Define and report KPIs, SLAs, and performance metrics at Group level.
• Drive process improvements, automation and systems optimisation.
• Ensure SOPs and internal controls are consistently applied.
• Partner with Compliance, Risk, Finance, IT, Sales and Product teams.
• Identify operational risks and implement mitigation strategies.
• Oversee capacity planning and workforce optimisation.
• Support executive leadership with insights and reporting.
• Lead change management to support growth and transformation.

Skills

Leadership

Operations management

KPIs & performance metrics

Regulatory compliance

Job description

MVIA in the Southern Suburbs, Cape Town, seeks a Head of Customer Experience to lead and optimise the Group’s end-to-end operations across insurance and non-insurance value-added products. You will align with strategy, ensure regulatory compliance, and drive exceptional client experiences at scale.

This senior role requires strong people management, a focus on excellence, and the ability to deliver high-performance operations across multiple business units.