Senior Operations Manager

Level-Up; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading insurance company in Johannesburg seeks a Senior Operations Manager responsible for developing and implementing strategies for post-sales operations. The role demands strong experience in insurance operations, focusing on customer satisfaction and compliance. Essential skills include leadership, operational efficiency, and a good understanding of post-sales insurance processes. Ideal candidates will have a relevant degree and professional insurance qualifications.

Qualifications

• Minimum of 5-7 years experience in insurance operations, with at least 3 years in a supervisory or managerial role.
• Strong knowledge of post-sales insurance processes, including customer service, claims management, and retention strategies.
• Good understanding of regulatory and compliance requirements in the insurance industry.

Responsibilities

• Support the design and execution of customer support strategy.
• Manage and enhance post-sales insurance operations.
• Drive process improvements through automation and best practices.

Skills

Insurance operations

Customer service

Claims management

Process improvement

Analytical skills

Team management

Education

BCom degree (Finance, Business Management, or related field)

Professional insurance qualifications (e.g., ACII, CII, or equivalent)

Postgraduate qualification (Honours, MBA, or equivalent)

Tools

Insurance-related systems

CRM tools

Job description

The Senior Operations Manager is responsible for supporting the development and implementation of post-sales insurance operations strategy, including customer service, retentions, and claims management. This role requires an experienced operational professional with a strong background in insurance, focused on driving efficiency, compliance, and customer satisfaction across all post-sales functions. The Senior Operations Manager will play a key role in enhancing processes, improving service delivery, and ensuring the business leverages technology to achieve desired customer outcomes. A thorough and value-adding understanding of data management to improve business results is essential.

Experience and Skills Required

• Minimum of 5-7 years experience in insurance operations, with at least 3 years in a supervisory or managerial role
• Strong knowledge of post-sales insurance processes, including customer service, claims management, and retention strategies
• Good understanding of regulatory and compliance requirements in the insurance industry
• Proven experience in process improvement, operational efficiency, and performance optimization
• Strong analytical skills with the ability to interpret data and drive informed decision-making
• Experience managing teams and coordinating operational initiatives
• Proficiency in insurance-related systems and CRM tools
• Experience supporting partnership management activities and discussions

Key Responsibilities

• Support the design and execution of customer support strategy
• Assist in designing and implementing products, processes, and systems that lead to positive customer outcomes
• Manage and enhance post-sales insurance operations, including customer service, claims, and retention strategies
• Support the development and implementation of operational policies and procedures to improve efficiency and complianceLead and mentor a team of professionals, ensuring high performance and engagement
• Drive process improvements through automation, best practices, and innovative solutions
• Monitor and analyze key performance metrics, identifying areas for operational enhancement
• Collaborate with stakeholders across departments to align operational goals with business objectives
• Ensure adherence to industry regulations and company policies, mitigating risks and ensuring compliance
• Work closely with IT and digital teams to enhance technology solutions supporting operations
• Support strategies to improve customer satisfaction and policyholder retention
• Assist in managing budgets, resource allocation, and cost optimization for operational functions
• Support senior leadership in key strategic partner management activities

Non-Technical Skills

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with the ability to make data-driven decisions
• Ability to manage multiple priorities in a fast-paced environment
• High level of adaptability and resilience in handling operational challenges
• Customer-centric approach with a focus on service excellenceStrong negotiation and stakeholder management skills
• Ability to influence and drive change within an organization
• Relationship management and collaboration skills

Qualifications

• BCom degree (Finance, Business Management, or related field)
• Professional insurance qualifications (e.g., ACII, CII, or equivalent) advantageous
• Postgraduate qualification (Honours, MBA, or equivalent) is advantageous