Call Centre Head of Operations (Senior Group Manager) Insurance Night Shift

Are you the kind of leader who thrives in a fast-paced environment loves solving complex operational challenges and knows how to turn a group of talented people into a high-performing team If so we want to hear from you.

Were looking for a Senior Group Manager to lead our contact centre operations drive exceptional client outcomes and create an environment where people love coming to work.

This role is about more than achieving targets. Its about building strong client partnerships developing future leaders driving profitability creating memorable customer experiences and having some fun along the way.

What Youll Be Doing: 

• Lead the successful delivery of all contractual KPIs SLAs and operational targets.
• Drive a high-performance culture focused on customer experience continuous improvement and accountability.
• Analyse performance trends and implement strategies to improve efficiency productivity quality and customer satisfaction.
• Manage escalations and ensure swift resolution of operational challenges.
• Identify opportunities for growth innovation and operational excellence.
• Support increased revenue profitability gross contribution and gross margin targets.
• Manage forecasting budgeting workforce optimisation and capacity planning.
• Monitor staffing attrition shrinkage overtime incentives and other cost drivers.
• Conduct regular operational and financial audits to minimise leakage and maximise efficiency.

Leading & Developing Great People: 

Our people are our superpower and youll play a critical role in helping them grow.

• Lead coach and inspire a team of Operations Managers Team Leaders and support functions.
• Create clear succession plans and develop future leaders.
• Drive performance management coaching and development initiatives.
• Recognise and reward exceptional performance.
• Foster an engaged inclusive and supportive culture where people can thrive.

Risk Governance & Compliance

Youll ensure our operation remains compliant secure and audit-ready.

• Drive compliance with all client regulatory and company requirements.
• Ensure mandatory training and governance activities are completed.
• Lead operational risk reviews and audit actions.
• Identify and mitigate risks before they become problems.
• Embed a culture of accountability and operational discipline.

What Were Looking For: 

• Significant leadership experience within a BPO Contact Centre environment.
• Proven track record managing large-scale operations and multiple client programmes.
• Strong commercial and financial acumen.
• Experience managing client relationships at a senior level.
• Exceptional leadership coaching and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Ability to thrive in a fast-paced results-driven environment.

Why Join Us

• Work with amazing people who genuinely enjoy what they do.
• Lead impactful programmes and influence strategic decisions.
• Build a culture that makes a difference to employees and customers alike.
• Be recognised for your achievements and leadership.
• Enjoy an environment where innovation collaboration and fun are part of everyday life.

Ready to Make an Impact

If youre a results-driven operations leader who can balance commercial success client satisfaction operational excellence and people development while bringing energy and positivity to the workplace wed love to meet you.

Qualifications :

• Tertiary qualification in Contact Centre Management Business Management or a related field is preferred. 
• Continuous Improvement qualification or certification (e.g. Lean Six Sigma).
• Relevant experience in a contact centre or BPO environment.
• Previous experience within an international insurance contact centre or BPO environment will be highly advantageous.. 
• Matric / Grade 12 Certificate is essential. 

Additional Information :

• 24x7 Rotational Shift
• Primary work site based in Newlands

Remote Work :

No

Employment Type :

Full-time