Operations Manager at Discovery Limited

Key Purpose of the Role

• To lead and manage operations teams within the Short-Term Insurance Servicing Call Centre, including all related administrative and support functions. The role is responsible for implementing strategy, achieving performance targets, and ensuring high-quality service delivery to customers and stakeholders.

Key Responsibilities

• Oversee and manage service levels and standard operating procedures across the call centre and associated functions.
• Perform full line management duties within the scope of the role.
• Analyse operational trends and identify improvement opportunities.
• Manage relationships with internal and external stakeholders.
• Drive staffing efficiency and optimise operational performance.
• Review and align processes and SOPs regularly.
• Manage operating costs in line with budgetary constraints.
• Implement and monitor strategic objectives and performance targets.
• Mentor, coach, and develop direct reports.
• Handle escalated queries from various stakeholders.
• Provide regular reporting to business stakeholders.
• Foster a culture aligned with Discovery’s values.
• Conduct monthly one-on-one meetings and performance reviews.

Candidate Requirements

Education

• Matric (Essential)
• FAIS full qualification – Short Term Insurance (Essential)
• RE5 certification (Essential)
• CPD certificate (Essential and/or advantageous)
• Relevant tertiary qualification (Advantageous)
• Degree (Advantageous)

Experience

• Minimum 3 years’ experience in a call centre (inbound or outbound) within client servicing teams in the short-term insurance industry (Essential)
• Minimum 4 years’ experience in a leadership role within a call centre environment (Essential)