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

Location: Newlands, Cape Town, South Africa; primary work site based in Newlands. 24x7 rotational shift, including insurance night shifts.

Company

hirify.global, part of Capgemini, provides AI-powered intelligent operations and transformation services across multiple industries, including insurance, banking, healthcare, logistics, and travel.

What you will do

• Lead delivery against contractual KPIs, SLAs, operational targets, and client outcomes.
• Manage large-scale contact centre operations and multiple client programmes.
• Analyse performance trends and improve efficiency, productivity, quality, and customer satisfaction.
• Manage forecasting, budgeting, workforce optimisation, capacity planning, staffing, attrition, overtime, and other cost drivers.
• Lead, coach, and develop Operations Managers, Team Leaders, and support functions, including succession planning.
• Drive governance, compliance, risk reviews, audit actions, and operational discipline.

Requirements

• Significant leadership experience in a BPO contact centre environment.
• Experience managing large-scale operations and multiple client programmes.
• Strong commercial and financial acumen with senior-level client relationship management experience.
• Exceptional leadership, coaching, analytical, problem-solving, and stakeholder management skills.
• Tertiary qualification in Contact Centre Management, Business Management, or a related field is preferred.
• Continuous Improvement qualification or certification, such as Lean Six Sigma, and an essential Matric / Grade 12 Certificate.

Nice to have

• Experience in an international insurance contact centre or BPO environment.

Culture & Benefits

• Lead impactful programmes and influence strategic decisions.
• Work in an environment focused on innovation, collaboration, and continuous improvement.
• Contribute to an inclusive and supportive culture for employees and customers.
• Recognition for achievements and leadership.