Operations Manager – On-site, Cape Town

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Job Description

Operations Manager On-site Cape Town

ABOUT THE ROLE:

This role is employed directly by our UK client a forward-thinking organisation dedicated to providing exceptional insurance solutions to individuals with unique needs.

If you are passionate about innovation customer service and creating tailored solutions we want to hear from you. Help shape the future of home insurance by delivering a personalised service supported by cutting-edge technology and innovative ways of working and join our client organisation that is committed to protecting what matters most to its customers.

This role requires travel to the UK approximately once every three months to attend business townhall meetings all travel costs will be covered.

WHAT ITS LIKE TO WORK HERE

Our customers come from all walks of life and so do our people. Were a small but perfectly formed team made up of insurance industry specialists alongside a diverse mix of technologists data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.

Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that youll do your best work when you have the right balance and thats why we have fully embraced hybrid working and in some cases fully remote working giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work not where they complete it. That said there will be times when getting together in one location makes sense but day-to-day our teams have the freedom to decide where to work and we trust that theyll make the right decision balancing the business needs and their own preferences.

Sound good Read on to find out more about joining our team as an Operations Manager in Cape Town and be part of this journey

KEY RESPONSIBILITIES:

• Operational Leadership

  • Oversee day-to-day operations of the contact centre team handling UK home insurance queries.

  • Ensure adherence to SLAs KPIs and compliance standards.

  • Ensure the operation is always appropriately resourced by leading the forecasting process to agree resource requirements and confirm the delivery plan is aligned to these requirements.

  • Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
    

• Stakeholder Collaboration

  • Act as the primary liaison between the South African team and UK-based stakeholders.

  • Collaborate with UK teams on training product updates and process changes.

  • Provide effective relationship management governance and performance management with our outsourced contact centre partner meeting both the client and the FCAs standards and expectations.

  • Develop deep working relationships with the management of the delivery teams align on objectives and take a collaborative approach to issue resolution.

  • Produce high-level summaries to provide an overview of performance and be presented alongside operational governance requirements.
    

• Quality & Compliance

  • Ensure compliance with UK insurance regulations and internal policies.

  • Monitor call quality and customer interactions to uphold service standards.

  • Implement corrective actions and training where necessary.
    

• Customer Experience

  • Champion customer-centric practices to deliver exceptional service.

  • Handle escalations and complex queries with professionalism and empathy.

  • Analyse customer feedback and trends to inform service improvements.

  • Support the Head of Contact Centre in the delivery of our customer services strategy.
    

KNOWLEDGE SKILLS & EXPERIENCE:

We would love to hear from people with the following skills and experience for this role:

• Completion of Matric/Grade 12 (essential)

• A relevant diploma or degree in Business Management Operations or a related field (preferred)

• Minimum 35 years experience in a call center environment including experience in operational leadership.

• Demonstrated experience driving performance

• Demonstrated ability to coach and develop action plans which maximise performance and provide effective feedback

• Excellent analytical and problem-solving abilities and ability to improve work processes; establish a course of action for self and others to accomplish a specific goal

• Strong leadership and team management skills ability to mentor coach and provide direction to a team of employees

• Work well under pressure within a fast-paced environment and handle multiple priorities while maintaining a professional demeanour

• Excellent communication and interpersonal skills

• Ability to effectively present information to internal and external associates

• Demonstrated ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment

• Willingness to work a flexible schedule

• Familiarity with operational management software and CRM tools

• Ability to work in a fast-paced environment and handle multiple priorities

BENEFITS:

We offer a competitive benefits package:

• Competitive salary

• Paid leave: annual sick family responsibility and parental; plus public holidays

• Opportunities to focus on your professional growth whether thats through training or other personal development opportunities

• An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals

• Role-related UK travel allowances where applicable.
  

Medical aid and retirement/risk benefits may be offered as part of our total rewards; further details will be confirmed at offer stage.

This role requires travel to the UK approximately once every three months to attend business townhall meetings all travel costs will be covered by the client.

UNIQUE AS STANDARD

Were proud to be an equal opportunity employer and actively encourage applications from all backgrounds as long as you meet the knowledge skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment no matter your gender age ethnicity sexual orientation religion disabilities or beliefs. We believe in celebrating difference and everything that makes both our customers and people unique by creating an environment where everyone can thrive.

We encourage you to let us know if you need any extra help with your application or if you have any requirements at any stage of the recruitment journey.

Equally lots of our staff at Homeprotect work flexibly and in a variety of ways whether thats different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need as were always happy to explore whats possible for the role.

Your data will be maintained in line with our recruitment data privacy policy.

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