Insurance Operations Lead: Compliance & Customer Excellence

Concentrix; Cape Town; On-site; ZAR 900,000 - 1,100,000; Full time

Benefits offered by this job

Pension plans

Medical aid

32 days annual leave

EAP

ESPP

On-site amenities

Job summary

Concentrix is seeking an experienced Operations Manager to lead a large, fast-paced UK home insurance support operation from Cape Town. You will balance customer, commercial, and regulatory priorities, building trusted relationships with clients and stakeholders while driving continuous improvement across sales, service and claims support.

You will manage day-to-day operations for a team of 120 personnel including 8-9 Team Leaders, using data to identify trends, mitigate risk, and implement

Qualifications

• Proven experience leading large, fast-paced operations.
• Experience in a regulated financial services context is preferred.
• Strong ability to use data to drive improvements.

Responsibilities

• Lead day-to-day operational management of a large UK insurance account.
• Drive improvements across sales, service, and claims support activities.
• Deliver performance against client and internal KPIs and metrics.
• Analyse performance data to identify trends, risk and actions.
• Implement improvement plans balancing commercial, customer and regulatory needs.
• Ensure compliance with client and Concentrix standards; focus on customer outcomes.
• Develop Team Leader capability and improve consistency across the operation.
• Motivate leaders to manage performance and frontline staff effectively.
• Collaborate with client to provide updates on performance and priorities.
• Foster cross-department collaboration to ensure account success.

Skills

Ops management

Regulated environment

Data-driven decisions

Stakeholder management

Job description

Concentrix is seeking an experienced Operations Manager to lead a large, fast-paced UK home insurance support operation from Cape Town. You will balance customer, commercial, and regulatory priorities, building trusted relationships with clients and stakeholders while driving continuous improvement across sales, service and claims support.

You will manage day-to-day operations for a team of 120 personnel including 8-9 Team Leaders, using data to identify trends, mitigate risk, and implement