Operations Manager: Professional Services (Insuretech/Jira)

Black Pen Recruitment; Cape Town; Hybrid; ZAR 400 000 - 500 000; Full time

Job summary

A recruitment agency is seeking an experienced Operations Manager to oversee the Professional Services division. This hybrid role involves managing support and upgrade project teams, ensuring timely and quality client solutions. Candidates should have over 8 years in operational leadership within a technical customer support environment, strong skills in MS Office and JIRA, and the ability to lead medium to large teams effectively. Excellent communication and conflict management skills are essential for success in this position.

Qualifications

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

Responsibilities

• Manage support and upgrade project teams to ensure on-time delivery.
• Oversee all operational workstreams within the Professional Services division.
• Enable collaboration and high performance within teams.

Skills

Technical delivery management

Operational leadership

Interpersonal skills

Time management

Conflict management

Education

Technical qualification or background

Tools

MS Office

JIRA

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