Operations Manager - Insurance

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

We’re looking for an experienced Operations Manager to lead a high‑performing team supporting a fast‑paced UK home insurance customer base. This is a great opportunity for a proven operational leader who thrives in a regulated environment, knows how to balance customer, commercial and compliance priorities, and can build strong, trusted relationships with clients and stakeholders.

Job Title

Operations Manager - Insurance

In this role, you’ll lead a large operation, develop leadership capability, and drive continuous improvement across a complex and high‑profile account. If you’re someone who brings energy, accountability and sound operational judgement — and you know how to turn insight into action — we’d love to hear from you.

What You Will Do In This Role

• Lead day‑to‑day operational management of 120 game‑changers (including 8‑9 Team Leaders) across a regulated UK insurance account
• Drive operational improvements across sales, service, and claims support activity
• Drive and deliver account performance and service delivery KPI’s against evolving client and operational performance metrics
• Monitor and analyse performance data to identify trends, manage risk and prioritise action
• Create and implement improvement plans that balance commercial outcomes with customer and regulatory requirements
• Drive adherence of Concentrix and client compliance standards while maintaining a strong focus on customer outcomes and risk management
• Build a culture of accountability and continuous improvement, where regulatory responsibility and operational discipline are embedded in daily activity
• Build effective Team Leader leadership capability, strengthen accountability, and improve consistency across the operation
• Motivate Team Leaders to manage performance and lead front line advisor population effectively
• Work in partnership with the client, to proactively provide updates operational performance, improvement plans, risk areas, and business priorities
• Demonstrate professional maturity and sound judgement in a high‑visibility client environment
• Foster and drive internal departmental collaboration to ensure account success and accountability

What You Will Need

• Proven experience as an Operations Manager in a large‑scale, fast‑paced customer operation
• UK financial services experience is strongly preferred, ideally within insurance
• Experience working in a regulated environment with strong focus on compliance, quality and customer outcomes
• A strong track record of delivering results against changing performance metrics
• Ability to build trusted client relationships and work effectively in a high‑accountability environment
• Strong operational judgement, with the ability to identify risks and take practical, effective action
• Ability to use data and insight to solve problems and drive meaningful improvement
• Confidence making decisions in complex service environments

Benefits

Unlock a World of Benefits with Concentrix!

Join the Concentrix family and enjoy an array of incredible benefits designed to enhance your lifestyle and secure your future:

• Great on‑site amenities such as, cafeteria area, coffee shop, modern facilities to relax or socialize with colleagues
• Comprehensive Pension Plans: Secure your future with our defined contribution pension plans, generously supported by Concentrix to build your retirement savings.
• Medical aid or an option to choose medical insurance.
• 32 days of annual leave.
• Employee Assistance Program (EAP): Get confidential support for emotional, financial, and legal matters, available 24/7.
• Group Life Assurance: Enjoy peace of mind with automatic life cover from day one, ensuring financial protection for your loved ones.
• Employee Stock Purchase Plan (ESPP): Invest in your future by purchasing Concentrix stock at a discounted rate through payroll deductions.

At Concentrix, we are committed to helping our people build rewarding careers. We offer learnerships, professional development programs, and ongoing learning opportunities designed to support your growth. With many opportunities to progress within the business.

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disabilitystatusor any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Aff