Insurance Operations Leader — People & Process

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Huntswood Group in Durban seeks an Operations Manager (Insurance) to lead complex customer complaints delivery, mentor team leaders, and drive high-performance operations. The role focuses on strategic planning, KPI achievement, and cross-functional collaboration with client teams and HR partners to ensure service excellence.

The successful candidate will have a background in financial services, strong Excel skills, and proven experience in complaints handling within UK-based client contexts.

Qualifications

• Minimum qualification: Matric/NQF 4.
• Relevant tertiary qualification advantageous.
• Experience in financial services essential (Banking/Insurance).
• At least 2 years in a Senior Operations Management role in a BPO/Call Centre.
• Experience in complaints handling, ideally with UK-based clients.
• Strong communication with senior stakeholders and clients.
• Proficiency in MS Excel.

Responsibilities

• Lead People Management with performance KPIs and team motivation.
• Develop leaders through coaching, monthly 1-1s, and succession planning.
• Define operational objectives, monitor performance, and manage budgets and SLAs.
• Support client relationships, prepare for visits, and escalate risks promptly.
• Drive change initiatives and deliver data-driven improvements with BI teams.
• Collaborate on department reporting and share insights with stakeholders.

Skills

Leadership

Coaching

Analytical skills

Resource planning

Financial acumen

Planning & organization

Education

Matric/NQF 4

Relevant tertiary qualification

Tools

MS Excel

Job description

Huntswood Group in Durban seeks an Operations Manager (Insurance) to lead complex customer complaints delivery, mentor team leaders, and drive high-performance operations. The role focuses on strategic planning, KPI achievement, and cross-functional collaboration with client teams and HR partners to ensure service excellence.

The successful candidate will have a background in financial services, strong Excel skills, and proven experience in complaints handling within UK-based client contexts.