Operations Performance Lead | Cape Town

The Recruitment Council; Cape Town; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A leading global recruitment firm in Cape Town is seeking an experienced Operations Performance Lead to drive performance and manage resources within their insurance operations. The successful candidate will have a proven track record in data-driven decision-making and performance management, ensuring KPIs and service quality are exceeded. This role offers growth and significant impact in a dynamic and regulated environment.

Qualifications

• Hands-on experience in a Team Leader or Supervisory role.
• Proven track record in maintaining accurate KPIs and metrics.

Responsibilities

• Monitor and manage individual and team performance using KPIs.
• Produce daily and strategic plans for targets.
• Provide coaching and development through performance management.

Skills

Performance Management

Data-driven decision-making

Problem-solving skills

Tools

CRM platforms

Reporting tools

Job description

Are you a proven leader who excels at driving performance, managing resources, and championing process improvements in a dynamic, regulated environment?

A Global Leader in enhancing travel experiences, loyalty, and insurance solutions (serving over 400 million consumers worldwide) is seeking an experienced Operations Performance Lead to join their rapidly growing Insurance Operations division. This role is crucial for delivering key outcomes by ensuring performance standards, KPIs, and service quality are consistently met and exceeded.

If you have a strong track record in data‑driven decision‑making and developing team capability, this opportunity offers significant growth and impact.

Key Responsibilities

• Performance Leadership: Actively monitor and manage individual and team performance, using a comprehensive set of measures and management information analysis to assess and enhance output.
• Workforce Management: Produce daily and strategic plans to achieve targets, allocate work based on customer priorities and individual strengths, and proactively manage backlogs.
• Coaching & Development: Apply structured performance management through regular feedback, coaching, and development. Identify training needs and foster a culture of shared learning and collaboration.
• Process Excellence: Continuously improve business processes, identify inefficiencies, and implement solutions for non‑compliant or inefficient processes to enhance service and manage costs.
• Compliance & Risk: Maintain quality, regulatory, and procedural documentation. Ensure the team adheres to relevant regulatory Conduct rules and fit and proper requirements (including honesty, integrity, competence, and financial soundness).

Experience

• Hands‑on experience in a Team Leader or Supervisory role.

Skills

• Proven track record in maintaining accurate KPIs and metrics to inform planning and decision‑making.

Mindset

• Ability to apply a data‑driven approach to interpret metrics and drive performance outcomes.
• Must maintain a calm, customer‑focused mindset with strong problem‑solving skills.

Technical

• Proficient in contact centre systems (e.g., CRM platforms) and reporting tools.

Competencies

• High‑level skills in Performance Management, Communication, and Results Focus.

Environment

• Comfortable operating in hybrid and regulated environments (e.g., Financial Conduct Authority and Central Bank of Ireland).