Cape Town City Centre: Senior Operations Manager posted by Callforce Direct

Strategic Leadership Own end-to-end delivery of BPO insurance service operations. Develop and execute operational strategies aligned to client objectives, regulatory standards, and company KPIs. Provide direction and leadership to Operations, Team Leaders, and support functions. Operational Performance Drive achievement of SLAs, including productivity, quality, sales, retention, and customer satisfaction. Conduct regular reviews of performance dashboards, trends, and root cause analysis. Implement continuous improvement programs and automation where applicable. Regulatory & Risk Compliance Ensure 100% adherence to compliance principles across all processes. Collaborate with Compliance, QA, and Risk departments to maintain audit readiness and policy adherence. Client & Stakeholder Management Serve as the primary point of contact for high-level client escalations and strategic reviews. Build and maintain strong relationships with key clients and internal stakeholders. Prepare and present performance reports, business reviews, and improvement plans. People Management & Leadership Lead, mentor, and develop, Team Leaders, and staff. Drive engagement, recognition, and talent development programs to build strong leadership pipelines. Champion a high-performance culture and ensure succession planning. Matric / Grade 12 (essential) FAIS/RE5 and FSP compliance understanding (advantageous) Experience: 5 years as an experienced financial services Senior Operations Manager in a call centre environment. Proven success in managing insurance, lending, or financial support processes at scale. Strong background in regulatory compliance and risk management. Hands-on experience in managing large teams and multiple client portfolios Clear ITC and Criminal record .