Operations Manager

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading operational services provider in Durban is seeking an Operations Manager to oversee the effective delivery of customer complaint management. The ideal candidate will have significant experience in financial services and BPO settings, prioritizing performance and team development, while aligning with client expectations and company values.

Qualifications

• Experience in financial services essential (Banking/Insurance)
• 3 years in a Senior Operations Management role in a BPO/Call Centre environment
• Experience in complaints handling, ideally with UK-based clients

Responsibilities

• Manage performance and achievement of Team Leader KPIs
• Ensure daily huddles are prepared and held
• Drive a high-performance environment, ensuring client objectives are consistently achieved
• Collaborate with clients through WBR, MBR, and QBR
• Monitor departmental expenses

Skills

Interpersonal and communication skills

Understanding of business processes and policies

Organized and structured

Resource planning

Leadership

Innovative and creative thinking

Analytical skills

Coaching and mentoring

Ability to lead and influence

Decision-making

Planning and organization

Continuous improvement mindset

Operational knowledge

Financial acumen

Report writing

Education

Matric/NQF 4

Relevant tertiary qualification

Tools

MS Excel

Job description

Job Description

Operations Manager (Insurance)

The OM will support the overall effective operational delivery of managing complex customer complaints, to meet internal and client-led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities

People Management

• Managing performance and achievement of Team Leader KPIs
• Articulate with clarity to the Team Leaders the business expectations and support them with the creation and execution of their operational plan
• Ensure daily huddles are prepared and held
• Leave/Absence Management ensuring required resourcing is available as per SLA
• Disciplinary & HR-related matters are attended to in line with company policy and protocols
• Create and drive team motivation
• Reward & Recognition is part of the operational rigor
• Incentive programmes are aspirational, structured, and well communicated to align with operational delivery
• Encourage cross-functional collaboration
• Drive a high-performance environment, ensuring client objectives are consistently achieved
• HW policies, procedures, and protocols are communicated and demonstrated within the operational environment
• Foster the HW culture aligned to a people-centric approach
• Recognize and address potential challenges that may hinder team performance or morale

Team/Leader Development

• Structured and ongoing coaching/mentoring
• New leader transition plans
• Lead bi-monthly call review sessions with documented actions and outcomes
• Conduct monthly 1-1s with Team Leaders to review team performance and personal development
• Identify and address skills/knowledge gaps
• Embed industry best practices and seek continuous service delivery improvement
• Share knowledge based on incidents, findings, or feedback
• Host regular think tank/focus sessions
• Support team professional development (CPD, succession, career pathing)
• Address poor performance through structured development plans in partnership with HR
• Identify and nurture top talent
• Create a repository of useful resources for coaching and skills development
• Provide ongoing formal and informal learning opportunities

Operational Management (BAU)

• Define operational objectives
• Agree and deliver key operational metrics
• Plan and deliver against agreed business targets
• Monitor performance and adapt activities accordingly
• Translate financial objectives into operational activities
• Track performance against forecast and adjust operations in‑month
• Communicate departmental information effectively
• Define reporting requirements to optimize performance
• Maintain key business records
• Implement quality control mechanisms
• Manage legislative requirements
• Oversee processes and monitor performance
• Monitor departmental expenses
• Oversee procurement and suppliers
• Suggest areas for review based on management insights
• Raise and address concerns promptly to avoid disruption
• Promote innovation, successes, and learnings
• Support project implementation led by the Project Manager
• Provide insights and collaborate with project teams
• Maintain stakeholder communication and records of progress

Client Relationship Support

• Support the Client Director in maintaining strong client interactions
• Collaborate with clients through WBR, MBR, and QBR
• Manage internal delivery on client requirements
• Escalate risks/issues within Huntwood promptly
• Prepare for client visits and ensure internal teams are aligned
• Maintain healthy client communication and relationships
• Share achievements and challenges proactively
• Report on continuous departmental improvement

Change Management

• Identify departmental change initiatives
• Partner with the business on organizational change
• Drive change initiatives to successful outcomes
• Manage communication plans around departmental changes
• Monitor results and address challenges

Department Reporting

• Collaborate with BI team to build operational reporting and insights
• Analyze existing MI and monitor trends
• Use data insights for decision‑making and improvement recommendations
• Drive data‑driven continuous improvement initiatives

Job Requirements

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

Skills Required

• Interpersonal and communication skills
• Understanding of business processes and policies
• Organized and structured
• Resource planning
• Leadership
• Innovative and creative thinking
• Analytical skills
• Coaching and mentoring
• Ability to lead and influence
• Decision‑making
• Planning and organization
• Continuous improvement mindset
• Operational knowledge
• Financial acumen
• Report writing

Core Behavior

Huntswood’s employees are described as dependable, driven, and collaborative.

The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

“It's not just about what we do, but the way we do it. And it's our values that make us special.”

NB: All appointments are subject to the positive outcome of pre‑employment verification checks.

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