Vice President Operations

Job Title: Vice President (VP) of Operations – Customer Service (BPO)

Location:
Cape Town CBD, South Africa

Industry:
Business Process Outsourcing (BPO) – Customer Service (US Insurance Campaigns)

Reports To:
County Head

Employment Type:
Full-Time, On-site

About the Role

We are seeking an accomplished and strategic
Vice President of Operations
to lead our customer service delivery operations for
US-based insurance clients
. The successful candidate will oversee a workforce of over
1,000 FTEs
, ensuring world-class service delivery, operational excellence, and strategic growth.

This role demands a
visionary leader
who can balance
strategic decision-making
with
hands-on operational management
, while maintaining strong client partnerships and ensuring compliance with regulatory and financial standards.

Key Responsibilities

Operational Leadership

• Provide strategic direction and oversight for day-to-day operations across multiple lines of business supporting US insurance clients.
• Lead, develop, and inspire senior head of operations, head of operations and operations managers, TLs and support staff to achieve performance excellence.
• Drive operational KPIs, ensuring consistent achievement of SLA and client expectations around customer satisfaction, efficiency, and quality.
• Develop and implement operational best practices to improve process effectiveness, reduce costs, and enhance customer experience.

Client Management & Strategic Partnership

• Act as the primary senior liaison between the BPO and its US-based insurance clients.
• Maintain and grow strategic client relationships through proactive communication, performance insights, and solution-oriented discussions.
• Anticipate client needs, provide innovative solutions, and ensure alignment between operational delivery and client goals.

Strategic Planning & Execution

• Contribute to the company's growth strategy by identifying new service opportunities and optimizing existing operations.
• Analyze performance metrics and develop strategic action plans for improvement.
• Drive transformation initiatives, automation, and digital enablement within the customer service function.

People Leadership & Culture

• Oversee a team exceeding 1,000 employees, fostering a culture of performance, accountability, and employee engagement.
• Lead workforce planning, talent development, and succession planning initiatives.
• Ensure adherence to ethical standards, company policies, and legal requirements.

Financial & Compliance Management

• Manage budgets, forecast expenses, and ensure operational cost control within financial targets.
• Uphold compliance with all local labor, data protection, and financial regulations.
• Ensure all employees, including leadership, meet background and credit compliance standards (clear criminal record and no debt review status).

Key Requirements

• Bachelor's Degree
  in Business Administration, Operations Management, or related field (Master's degree preferred).
• Minimum
  10 years of experience
  in BPO operations, with at least
  5 years in senior management
  overseeing large-scale customer service teams (1,000+ FTEs).
• Proven experience managing
  US-based clients
  , particularly within the
  insurance sector
  .
• Demonstrated success in
  strategic operations management
  ,
  client relationship management
  , and
  continuous improvement initiatives
  .
• Strong analytical, decision-making, and problem-solving skills.
• Excellent communication and stakeholder management abilities across global time zones.
• Ability to work under pressure and remain composed, delivering results in a high-demand, performance-driven environment.
• Must have
  a clear criminal record
  and
  no accounts in arrears or under debt review
  (mandatory for financial compliance).

Core Competencies

• Strategic and operational mindset
• Leadership and team development
• Client engagement and relationship management
• Business acumen and financial discipline
• Change management and transformation execution
• Results-driven with strong accountability
• Innovative thinker with a solutions-oriented approach

Why Join Us

• Join a
  leading international BPO
  operating in the heart of Cape Town.
• Opportunity to influence
  strategic direction
  and drive operational excellence across multiple client portfolios.
• Work in a dynamic, fast-paced environment with global exposure.
• Competitive executive-level remuneration and performance incentives.