Operations Manager - Insurance

Concentrix CVG South Africa (Pty) Ltd; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Comprehensive Pension Plans

Medical aid

32 days of annual leave

Employee Assistance Program (EAP)

Group Life Assurance

Employee Stock Purchase Plan (ESPP)

Learnerships and professional dev

Job summary

Concentrix CVG South Africa (Pty) Ltd is seeking an experienced Operations Manager to lead a large, high-performing team supporting a UK home insurance customer base. You will balance customer outcomes, commercial priorities, and regulatory requirements while shaping improvements across sales, service, and claims support.

Based in Cape Town, you will develop leadership capability, manage risk, and drive performance against client targets.

Qualifications

• Proven experience leading a large-scale, fast-paced customer operation.
• Experience in UK financial services, ideally insurance.
• Experience working in a regulated environment with strong compliance focus.
• Ability to drive results against changing performance metrics.
• Ability to build trusted client relationships in high-accountability environments.

Responsibilities

• 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

Skills

Operations leadership

UK insurance experience

Regulatory compliance

Data analysis

Risk management

Job description

Job Title: Operations Manager - Insurance 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. 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

• 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 Affinitive Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.

Location: ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Language Requirements:

Time Type: Full time

Mission: Hi, we're Concentrix.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.