About the Role

Our client is a global loyalty and benefits company and a leading personal lines insurer operating internationally. They specialize in creating exceptional customer experiences for some of the world’s best-known brands, particularly across the financial services, travel, and retail sectors. With an ambitious growth strategy underway, they are seeking a highly skilled Delivery and Process Manager to join their Insurance Operations Support team.

Key Responsibilities

• Team Leadership: Lead a small team of experts and specialists while acting as an individual contributor to deliver an efficient process change and delivery function.
• Change & Project Management: Draft, present, and deliver against effective change and project plans, maintaining proper governance and utilizing project management principles.
• Process Documentation: Draft, own, and maintain all process documentation for operational teams, acting as both a gatekeeper and librarian to ensure documentation is audit-ready.
• Continuous Improvement: Own and drive continuous improvements in business implementation, maintenance, or operational termination of processes and functions.
• Workflows & Mapping: Maintain all business process maps and workflows for onboarding, adjustment, or termination of business, operational processes, and systems.
• Operational Coordination: Coordinate with other Operations Support teams (such as QA and reporting) to ensure improvements benefit frontline teams, end clients, and customers.
• Business Continuity: Ensure business impact assessments, business continuity plans, and disaster recovery plans are created, maintained, and tested regularly.
• Risk & Stakeholder Management: Identify, escalate, and proactively manage risks and issues for allocated projects while maintaining detailed RAID logs.
• Service Transition: Ensure service transition to live environments is planned and executed according to schedule, budget, and scope.

Requirements

• Industry Expertise: Strong experience at a leadership level within Insurance, Financial Services, or similar highly regulated sectors.
• Project & Change Management: Proven, excellent experience in project management and change management.
• Operations & Governance: Strong operations change and process delivery experience with a heavy emphasis on governance (ideally certified or holding project/process management qualifications).
• Business Analysis: Experience in business analysis, specifically covering process mapping, design, and continuous improvement methodologies (e.g., Lean, Six Sigma).
• ISO Certification: Experience with achieving and maintaining effective ISO certifications.
• Risk Management: A solid understanding of risks associated with poor business implementation, alongside practical experience managing RAID logs and updating risk assessments.
• Service Transition: Knowledge of service transition methodologies, tools, and templates, with an understanding of technology lifecycles and technology-led changes.

Qualifications

• Formal education/certifications (Bachelor’s, LLB, Matric, etc.) not specified in the original job description.

About the Role

We are seeking an experienced Delivery and Process Project Manager to join our Insurance Operations Support team in Cape Town City Centre. As a key member of our team, you will be responsible for leading process change and delivery initiatives, ensuring effective governance, and driving continuous improvements across various business functions.

Key Responsibilities

• Team Leadership: Lead a small team of experts and specialists while acting as an individual contributor to deliver an efficient process change and delivery function.
• Change & Project Management: Draft, present, and deliver against effective change and project plans, maintaining proper governance and utilizing project management principles.
• Process Documentation: Draft, own, and maintain all process documentation for operational teams, acting as both a gatekeeper and librarian to ensure documentation is audit-ready.
• Continuous Improvement: Own and drive continuous improvements in business implementation, maintenance, or operational termination of processes and functions.
• Workflows & Mapping: Maintain all business process maps and workflows for onboarding, adjustment, or termination of business, operational processes, and systems.
• Operational Coordination: Coordinate with other Operations Support teams (such as QA and reporting) to ensure improvements benefit frontline teams, end clients, and customers.
• Business Continuity: Ensure business impact assessments, business continuity plans, and disaster recovery plans are created, maintained, and tested regularly.
• Risk & Stakeholder Management: Identify, escalate, and proactively manage risks and issues for allocated projects while maintaining detailed RAID logs.
• Service Transition: Ensure service transition to live environments is planned and executed according to schedule, budget, and scope.

Requirements

• Industry Expertise: Strong experience at a leadership level within Insurance, Financial Services, or similar highly regulated sectors.
• Project & Change Management: Proven, excellent experience in project management and change management.
• Operations & Governance: Strong operations change and process delivery experience with a heavy emphasis on governance (ideally certified or holding project/process management qualifications).
• Business Analysis: Experience in business analysis, specifically covering process mapping, design, and continuous improvement methodologies (e.g., Lean, Six Sigma).
• ISO Certification: Experience with achieving and maintaining effective ISO certifications.
• Risk Management: A solid understanding of risks associated with poor business implementation, alongside practical experience managing RAID logs and updating risk assessments.
• Service Transition: Knowledge of service transition methodologies, tools, and templates, with an understanding of technology lifecycles and technology-led changes.

Qualifications

No specific qualifications mentioned in the original description.