Operations Manager (Group Manager) - Operations

Praxy; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Praxy in Cape Town seeks an experienced Operations Leader to own the delivery of multiple insurance processes, drive performance against SLAs, and lead large, multi-layered teams. You will act as the primary contact for senior client stakeholders and lead governance calls, QBRs, and strategic reviews.

The role emphasizes process optimization, risk and compliance, and transformation initiatives in collaboration with WNS COEs, with a strong focus on SA labour law compliance and profitable account

Qualifications

• Grade 12 qualification or equivalent.
• Minimum 3 years as a Team Leader with at least 1 year in a management role.
• BPO Call Centre experience is essential.

Responsibilities

• Operational leadership of multiple insurance processes (Policy Administration, Claims, Underwriting Support, Billing, Contact Centre Operations).
• Ensure SLAs, KPIs, productivity, quality and cost targets are met.
• Drive standardization, process optimization and continuous improvement.
• Lead large, multi-layered teams including Operations Managers and Team Leaders.
• Act as primary client contact for senior stakeholders and govern calls, QBRs and reviews.
• Identify opportunities for value creation, transformation and revenue growth.
• Support transitions, migrations and scope expansions.
• Build a high-performance culture, coach leadership teams and manage talent.
• Ensure compliance with labour laws and SA HR policies.
• Manage P&L, control costs and support pricing and budgeting activities.
• Maintain internal controls, audit readiness and data security practices.
• Drive automation, analytics and Lean/Six Sigma initiatives.
• Champion innovation and best practices across accounts.

Skills

Operational Leadership

Client governance

People management

Financial ownership

Risk & Compliance

Transformation & Innovation

Education

Grade 12

Job description

Key Responsibilities

• Operational Leadership
• Own delivery of multiple insurance processes (e.g., Policy Administration, Claims, Underwriting Support, Billing, Contact Centre Operations).
• Ensure achievement of SLAs, KPIs, productivity, quality, and cost targets.
• Drive standardization, process optimization, and continuous improvement initiatives.
• Manage large, multi-layered teams including, Operations Managers, and Team Leaders.

Client & Stakeholder Management

• Act as the primary point of contact for senior client stakeholders.
• Lead governance calls, QBRs, and strategic reviews with clients.
• Identify opportunities for value creation, transformation, and revenue growth
• Support transitions, migrations, and scope expansions.

People & Talent Management

• Build a high-performance culture with strong focus on engagement, capability building, and succession planning.
• Coach and mentor leadership teams.
• Drive performance management, workforce planning, and attrition control.
• Ensure compliance with labour laws and HR policies in South Africa.

Financial & Commercial Ownership

• Manage P&L for assigned accounts or portfolios.
• Control costs, improve margins, and support pricing and budgeting activities
• Partner with finance and transitions teams to deliver profitability targets.

Risk, Compliance & Governance

• Ensure adherence to regulatory requirements relevant to insurance operations.
• Maintain strong internal controls, audit readiness, and data security practices.
• Proactively identify and mitigate operational and delivery risks.

Transformation & Innovation

• Drive automation, analytics, and digital initiatives in collaboration with WNS COEs.
• Support Lean, Six Sigma, and transformation programs.
• Champion innovation and best practices across accounts.

Requirements

• Grade 12
• Minimum 3 years Team Leader experience with at least 1 year in a management role
• BPO Call Centre experience is essential