Job Summary
A leading insurance company with a strong focus on travel insurance is seeking an experienced Front Office Global Operations Manager to lead multi-channel contact centre operations across voice, digital and chatbot platforms. This is a senior leadership role responsible for driving service excellence, operational efficiency and strong stakeholder collaboration across multiple teams and geographies.Responsibilities
Own overall contract and operational performance, including SLA delivery, productivity, forecasting, resourcing and cost management
Lead, coach and develop Team Managers to build high-performing, engaged and accountable teams
Drive outcome-focused performance management through KPIs, MI, 1:1s and development planning
Oversee forecasting and capacity planning to ensure appropriate resourcing to meet demand
Partner closely with internal stakeholders including Compliance, Underwriting, Account Management and P&L owners to balance service delivery with commercial outcomes
Identify operational challenges, conduct root cause analysis and implement continuous process improvements
Lead change initiatives, new projects and best-practice adoption across Front Office operations
Champion a customer-centric, data-driven and values-led leadership approach
Requirements
Proven experience as a senior operational leader managing large, complex contact centre or service operations
Strong commercial mindset with the ability to understand financial targets, staffing costs, efficiency and profitability
Demonstrated expertise in performance management, MI, forecasting and capacity planning
Experience delivering consistent SLA performance through effective resource planning
Ability to produce accurate monthly and quarterly operational plans using data and forecasting tools
Experience leading operational change, process improvements and project implementation
Confident communicator with the ability to coach, develop and performance-manage leaders and teams
Strong stakeholder management skills with experience building collaborative, trust-based relationships
Proven track record of maintaining quality, compliance and regulatory standards
Analytical, data-led problem solver with a continuous improvement mindset
Experience within insurance or regulated environments is advantageous
Benefits
- Salary: Based on experience and qualifications.
Contact Hire Resolve for your next career-changing move today
- Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
- You can also visit the Hire Resolve website: hireresolve.us or email us your CV: gustav.vogel@hireresolve.us
- Please use "Global Office Operations Manager" as your subject line when applying via email
We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
Error!
Success!
You have successfully created your alert.
You will receive an email when a new job matching your criteria is posted.
Please check your email. It looks like you haven't verified your account yet. Here's what you're missing out on:
- Response from employers
- Being able to log in and update your profile
- Apply for more jobs
Didn't receive the link? Resend Verification Link