Senior Operations Manager

The Senior Operations Manager is responsible for supporting the development and implementation of post-sales insurance operations strategy, including customer service, retentions, and claims management. This role requires an experienced operational professional with a strong background in insurance, focused on driving efficiency, compliance, and customer satisfaction across all post-sales functions. The Senior Operations Manager will play a key role in enhancing processes, improving service delivery, and ensuring the business leverages technology to achieve desired customer outcomes. A thorough and value-adding understanding of data management to improve business results is essential.

Experience and Skills Required

• Minimum of 5-7 years experience in insurance operations, with at least 3 years in a supervisory or managerial role
• Strong knowledge of post-sales insurance processes, including customer service, claims management, and retention strategies
• Good understanding of regulatory and compliance requirements in the insurance industry
• Proven experience in process improvement, operational efficiency, and performance optimization
• Strong analytical skills with the ability to interpret data and drive informed decision-making
• Experience managing teams and coordinating operational initiatives
• Proficiency in insurance-related systems and CRM tools
• Experience supporting partnership management activities and discussions

Key Responsibilities

• Support the design and execution of customer support strategy
• Assist in designing and implementing products, processes, and systems that lead to positive customer outcomes
• Manage and enhance post-sales insurance operations, including customer service, claims, and retention strategies
• Support the development and implementation of operational policies and procedures to improve efficiency and compliance
• Lead and mentor a team of professionals, ensuring high performance and engagement
• Drive process improvements through automation, best practices, and innovative solutions
• Monitor and analyze key performance metrics, identifying areas for operational enhancement
• Collaborate with stakeholders across departments to align operational goals with business objectives
• Ensure adherence to industry regulations and company policies, mitigating risks and ensuring compliance
• Work closely with IT and digital teams to enhance technology solutions supporting operations
• Support strategies to improve customer satisfaction and policyholder retention
• Assist in managing budgets, resource allocation, and cost optimization for operational functions
• Support senior leadership in key strategic partner management activities

Non-Technical Skills

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with the ability to make data-driven decisions
• Ability to manage multiple priorities in a fast-paced environment
• High level of adaptability and resilience in handling operational challenges
• Customer-centric approach with a focus on service excellence
• Strong negotiation and stakeholder management skills
• Ability to influence and drive change within an organization
• Relationship management and collaboration skills

Qualifications

• BCom degree (Finance, Business Management, or related field)
• Professional insurance qualifications (e.g., ACII, CII, or equivalent) advantageous
• Postgraduate qualification (Honours, MBA, or equivalent) is advantageous