Operations Manager

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Huntswood Group is seeking an Operations Manager (Insurance) to drive the effective delivery of complex customer complaints and lead a high-performance team. The role emphasizes strong leadership, KPI achievement, and adherence to client requirements within a structured operational framework.

The position focuses on people management, coaching leaders, and cross-functional collaboration to ensure service delivery excellence and sustained client satisfaction.

Responsibilities

• Manage performance and achievement of Team Leader KPIs.
• Articulate business expectations and support operational plans.
• Ensure daily huddles are prepared and held.
• Leave/Absence management to meet SLA.
• Handle disciplinary and HR matters per policy.
• Create and drive team motivation and recognition.
• Encourage cross-functional collaboration to meet client objectives.
• Communicate HW policies and ensure adherence in operations.
• Foster a people-centric culture within the team.
• Identify and address challenges impacting performance or morale.
• Provide structured coaching and mentoring for leaders.
• Lead new leader transition plans and monthly reviews.

Skills

People management

Leadership

Performance management

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