Operations Manager (Group Manager) - Operations

Location: 2 Fir St, Observatory, Cape Town, South Africa

Employment type: Full-time

Company

hirify.global, part of Capgemini, provides intelligent operations and transformation services using domain expertise, AI-powered platforms, and analytics across multiple industries.

What you will do

• Lead delivery across multiple insurance processes, including policy administration, claims, underwriting support, billing, and contact centre operations.
• Manage SLAs, KPIs, productivity, quality, cost targets, standardization, and continuous improvement initiatives.
• Manage large, multi-layered teams of Operations Managers and Team Leaders, including coaching, succession planning, workforce planning, and performance management.
• Serve as the primary contact for senior client stakeholders and lead governance calls, QBRs, and strategic reviews.
• Manage P&L for assigned accounts or portfolios, control costs, improve margins, and support pricing and budgeting.
• Drive automation, analytics, Lean, Six Sigma, risk management, compliance, and transformation initiatives.

Requirements

• Grade 12 qualification.
• At least 3 years of Team Leader experience.
• At least 1 year of experience in a management role.
• BPO and call centre experience is essential.
• Knowledge of South African labour laws and HR policies, insurance operations regulations, internal controls, audit readiness, and data security practices.

Culture & Benefits

• Focus on high-performance teams, employee engagement, capability building, and leadership development.
• Opportunities to contribute to value creation, transformation, innovation, and best-practice initiatives.
• Work with cross-functional centres of excellence, finance, transitions, and client stakeholders.