Insurance Operations Manager

Johannesburg

We are seeking an experienced and results driven Insurance Operations Manager to lead and manage our outbound sales banking insurance operations within a fast-paced BPO environment. The successful candidate will oversee daily operations, client service delivery, team performance, compliance, and operational efficiency while ensuring exceptional customer experience and achievement of business targets.

The role requires strong leadership, insurance industry knowledge, stakeholder management, and the ability to drive continuous improvement across operations.

Key Responsibilities

Operations Management

• Manage end-to-end insurance operations within the BPO environment.
• Ensure service level agreements (SLAs), KPIs, and client deliverables are consistently achieved.
• Monitor operational performance and implement strategies to improve productivity and efficiency.
• Drive operational excellence and continuous improvement initiatives.
• Manage workforce planning, scheduling, and resource allocation.

Team Leadership

• Lead, coach, and develop Team Leaders and operational staff.
• Conduct performance management, coaching sessions, and talent development initiatives.
• Foster a high-performance and customer-centric culture.
• Support employee engagement and retention initiatives.

Client & Stakeholder Management

• Build and maintain strong relationships with insurance clients and internal stakeholders.
• Attend client meetings, operational reviews, and business presentations.
• Provide regular reporting on operational performance and improvement plans.
• Handle escalations and ensure effective resolution management.

Compliance & Risk Management

• Ensure compliance with insurance regulations, company policies, POPIA, and industry standards.
• Maintain quality assurance standards and audit readiness.
• Identify operational risks and implement mitigation strategies.
• Ensure accurate documentation and process adherence.

Performance & Reporting

• Analyse operational data and prepare performance reports.
• Monitor productivity, quality, absenteeism, attrition, and customer satisfaction metrics.
• Implement action plans to improve underperforming areas.
• Drive cost-saving and process optimization initiatives.

Minimum Requirements

• Minimum 3– 4years’ experience in a call centre insurance (long or short term) operations environment.
• Strong understanding of insurance processes
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Advanced reporting and analytical skills.
• Proficiency in Microsoft Office and operational reporting tools.

Email CV: Leeanne@callforce.co.za