Operations Manager (Group Manager) - Night Shift Operations (Insurance)

TL;DR

Operations Manager (Group Manager) - Night Shift Operations (Insurance): Leading day-to-day delivery for a US insurance campaign, managing Team Leaders and driving customer experience, commercial performance, and compliance with an accent on people leadership, operational governance, and continuous improvement. Focus on developing future leaders, managing costs and profitability, strengthening client partnerships, and maintaining high performance across rotational night-shift operations.

Location: Onsite at the primary working site in Newlands, Cape Town, South Africa, with 24x7 rotational shifts.

Company

Global intelligent operations and transformation provider using domain expertise, AI-powered platforms, and analytics to serve clients across multiple industries.

What you will do

• Lead day-to-day operations and service delivery for the US insurance campaign.
• Manage, coach, and develop Team Leaders and other operational leaders.
• Drive operational, commercial, contractual, cost, and profitability metrics.
• Build a customer-centric, accountable, and high-performing team culture.
• Partner with clients and internal stakeholders to exceed expectations.
• Maintain compliance and governance while leading innovation and continuous improvement.

Requirements

• Proven experience in BPO operations leadership.
• At least 3 years of experience as a Contact Centre Team Leader or Operations Manager.
• Strong people leadership, coaching, problem-solving, and decision-making skills.
• Ability to balance employee development, performance, client expectations, and commercial outcomes.
• Availability for 24x7 rotational shifts and onsite work in Newlands, Cape Town.
• Matric qualification; relevant tertiary education is preferred.

Nice to have

• Previous insurance experience.
• Relevant tertiary education.

Culture & Benefits

• High-performing leadership environment focused on customer and client experience.
• Opportunities to work with global clients and develop operational talent.
• Culture centered on innovation, accountability, empathy, professionalism, and integrity.
• Scope to influence business outcomes and improve operational practices.