Operations Manager

7 days ago

Sandton, South Africa Discovery Full time
Discovery – Insure
Manager |Operations – Short Term Insurance
 
About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives. We invest in exceptional individuals who align with our values and thrive in our fast-paced, dynamic environment. As global thought leaders, we are committed to innovation that drives financial success and creates meaningful societal impact.

About Discovery Insure

Discovery Insure is South Africa's fastest-growing short-term insurance provider, offering comprehensive motor and home insurance solutions. Through our Shared-value Insurance model and the award-winning Vitality Drive programme, we incentivise and reward clients for driving well. With a growing footprint in Europe and the Middle East, we are building a nation of great drivers and better businesses. Our team of over 900 professionals is dedicated to delivering innovative solutions and exceptional service to our clients and financial advisers.

Key Purpose of the Role

To lead and manage operations teams within the Short-Term Insurance Servicing Call Centre, including all related administrative and support functions. The role is responsible for implementing strategy, achieving performance targets, and ensuring high-quality service delivery to customers and stakeholders.

Key Responsibilities

  • Oversee and manage service levels and standard operating procedures across the call centre and associated functions.
  • Perform full line management duties within the scope of the role.
  • Analyse operational trends and identify improvement opportunities.
  • Manage relationships with internal and external stakeholders.
  • Drive staffing efficiency and optimise operational performance.
  • Review and align processes and SOPs regularly.
  • Manage operating costs in line with budgetary constraints.
  • Implement and monitor strategic objectives and performance targets.
  • Mentor, coach, and develop direct reports.
  • Handle escalated queries from various stakeholders.
  • Provide regular reporting to business stakeholders.
  • Foster a culture aligned with Discovery's values.
  • Conduct monthly one-on-one meetings and performance reviews.

Candidate Requirements

Education
  • Matric (Essential)
  • FAIS full qualification – Short Term Insurance (Essential)
  • RE5 certification (Essential)
  • CPD certificate (Essential and/or advantageous)
  • Relevant tertiary qualification (Advantageous)
  • Degree (Advantageous)
Experience
  • Minimum 3 years' experience in a call centre (inbound or outbound) within client servicing teams in the short-term insurance industry (Essential)
  • Minimum 4 years' experience in a leadership role within a call centre environment (Essential)

EMPLOYMENT EQUITY   

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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