Operations Manager: Professional Services (Insuretech)

Black Pen Recruitment; Cape Town; Hybrid; ZAR 600 000 - 800 000; Full time

Job summary

A recruitment agency is seeking an Operations Manager to join their Professional Services division. This role requires over 8 years of experience in operational leadership within a customer support environment. The Operations Manager will oversee the project team, ensuring high-quality solutions are delivered efficiently. The position is hybrid, requiring 2 days in the office, and demands strong skills in technical delivery management, JIRA, and interpersonal communications.

Qualifications

• 8+ years of experience in operational leadership in a technical support environment.
• Experience leading medium to large scale teams managing client support agreements.
• Understanding of the software development lifecycle.

Responsibilities

• Manage the support and upgrade project team.
• Ensure client solutions are delivered on time and within budget.
• Oversee operational workstreams within the division.

Skills

Technical delivery management

Operational leadership

Project tracking with JIRA

Interpersonal communication

Conflict management

Time management

Education

Technical qualification or background

Tools

JIRA

MS Office

Job description

Our client is a modern, feature-rich, full-cycle insurance policy administration system designed for insurers, MGAs, and brokers seeking to optimise their processes, accelerate product launches, and enhance connectivity. Their cloud-based, no-code platform transforms the administration of insurance, delivering a seamless user experience across policy, claims, and billing functions.

Role Overview

The Operations Manager reports into the Chief Customer Officer and forms part of the Professional Services division, responsible for providing effective, high-quality support and solutions to our clients. The role will manage the support and upgrade project team, enabling a culture of collaboration, mutual support, engagement and high-performance, while ensuring that client solutions are delivered on time, in budget and to the required scope and quality expectations. The role oversees all operational workstreams within the division and ensures that the work management system (JIRA) remains the primary source for all logged work, sprint allocations and client deliverables.

Job Type: Full Time/Permanent

Location: Johannesburg

Workplace: Hybrid (2 days in office)

Requirements

• You are an experienced Operations Manager with a deep understanding of technical delivery management in a customer support/delivery environment.
• You have at least 8 years of experience with operational leadership and sprint-based delivery in a technical customer support/delivery environment.
• You have previous experience leading medium to large scale teams while managing client support agreements.
• You have a good understanding of the software development lifecycle and ideally have a technical qualification or background.
• You are highly proficient in working with MS Office and JIRA (for project tracking, dashboard creation, reporting and workflow management).
• Excellent interpersonal, communication and relationship building skills
• Strong time management, organisation and multi-tasking skills
• Solutions orientated with strong conflict management skills
• High levels of honesty, discretion and professionalism
• Resilience, tenaciousness and adaptability