Operations Manager

4 weeks ago

Centurion, South Africa Momentum Life Full time

**Introduction**

The Operations Manager function is aimed to provide a variety of management and professional support outcomes, across the Product, Operations and Implementation focus areas, with an emphasis on people, process and technology performance management. Operational Excellence, efficiency and digital transformation are key strategic objectives for this role.

**Role Purpose**

The incumbent will coordinate and lead on a number of activities that are directly under the responsibility of the Head of Operations, as well as serve as an internal consultant and change agent within the organisation to support and/or lead a variety of digital transformation initiatives aimed at increasing operational excellence.

This role requires a deep understanding of Insurance operations, strong leadership skills, and the ability to drive performance and deliver exceptional client service.

The Operations Manager will collaborate with cross-functional teams i.e. underwriting, claims, customer service, product management and IT, to integrate digital technologies and processes to ensure optimisation and operational efficiency and to enhance client experience.

**Requirements**:

- Tertiary qualification in Business Administration, Computer Science, Information Technology, or a related field
- 3-5 years management experience
- Extensive experience (8+ years) in insurance operations, with a focus on process optimization, quality assurance, and compliance.
- Good working knowledge of client service and operations.
- Adaptability and a passion for staying updated on industry trends and best practices in digital transformation.
- Strong knowledge of insurance industry regulations, standards, and best practices.
- Proven track record of successfully managing and improving operational performance.
- Demonstrated expertise in digital transformation projects and initiatives within the insurance or financial services industry.
- Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Analytical mindset with the ability to interpret data and metrics to drive insights and decision-making.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Ability to adapt to a fast-paced and evolving business environment.
- Professional certifications in insurance operations or process improvement methodologies (e.g., Six Sigma, Lean) are desirable.
- Vendor management and IT experience would be advantageous

**Duties & Responsibilities**

**The work you need to deliver**

Work closely with the Head of Operations on a day-to-day basis and is able to represent the operational focus areas on specific initiatives.

**Operational Excellence:
- Liaise with Audit and Risk and ensure Audit findings, risks and business exposures are effectively managed and prioritised.
- Oversee Operational Support and Application Support capabilities that are responsible for:

Manual data
- System functionality and data integrity monitoring to ensure system functionality functions as
- Investigation of system
- Analyse and improve internal processes, quality, productivity and
- Play an active role in projects from an operations perspective, pre-production /go-live stage and post-production.
- Create operational frameworks by establishing policies and standard operating procedures in key objectives and operational areas.
- Support any operational incidents on a day-to-day basis with the correct stakeholders with zero tolerance for reactive response times, system down-time and negative impact on client communities and
- Successfully manage incidents and problems to resolution and closure, to minimize business disruptions and prevent
- Building organisational resilience with the capability for an effective, coordinated response to any business interruption that safeguards the interests of MMI's reputation, brand and
- Perform effective management and accountability over data to maintain confidentiality, integrity and availability.
- Ensure Vendors meet business expectations, support business with third party and external supplier management (Includes: due diligence/termination/agreements/administration) in conjunction with group procurement
- Build and maintain relationships with internal and external
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are
- Make recommendations to improve client service and fair treatment of clients within area of
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and
- Effec

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