Operations Manager at Hollard Insurance

Job Purpose

•  Accountability for the effective end-to-end operational management of Hollard Alternative Risk Transfer (HART) within the Hollard Insure Specialist Lines Division. The role ensures operational excellence, governance, regulatory compliance, financial discipline and service delivery across HART structures, while enabling sustainable growth, regulatory compliance and strong stakeholder relationships.

Key Responsibilities:

 Risk Management: Regulatory Compliance & Governance:

• Ensure that complaints/rejections/cancellation cases are resolved appropriately and in line with Hollards compliance and legal framework
• Management and implementation of all other regulatory/legislative requirements including compliance of HART registered reps
• Identify, assess and mitigate operational risks, including business continuity and disaster recovery considerations.
• Ensure adherence to contractual obligations within HART arrangements, including SLAs with brokers, partners and service providers.
• Support internal and external audits by ensuring readiness, accuracy of data and timely remediation of findings.

Management of the claims department:

• Setting the strategy and structure for the claims department
• Management and implementation of claims procedures (SOP’s) in place including SLA’s and mandates
• Map processes efficiencies and key claims ratio management
• Monitor and manage technical reserving
• Productivity management of claims team
• Managing the policy admin department
• Setting the strategy and structure for the policy admin department end to end operational responsibility for policy admin
• including process efficiency ensuring policy admin is suitably structured
• Productivity management of admin team

Stakeholder & Relationship Management:

• Build and maintain strong working relationships with internal stakeholders including underwriting, claims, finance, legal, compliance, distribution and IT.
• Engage with external stakeholders such as brokers, administrators, reinsurers and service providers to support service excellence and growth.
• Manage our obligations as an agent of Sasria
• Build and maintain strong working relationships with HART IT developer to ensure system enhancements are managed and system efficiencies are achieved
• Act as a key operational escalation point for HART related queries and issues.

People & Capability Management:

• Lead, coach and develop the HART operations team to deliver high-quality, consistent outcomes.
• Drive performance management through clear objectives, regular feedback and development plans.
• Ensure appropriate capacity, skills and role clarity to support current and future HART requirements.

Continuous Improvement & Innovation:

• Identify opportunities to enhance operational efficiency, automation and data quality across HART processes.
• Contribute to product, process and system enhancements in collaboration with HART leadership.
• Support new HART initiatives, feasibility assessments and implementation from an operational readiness perspective.

Required Knowledge and Experience    
Required Knowledge and Skills

• Ability to communicate with individuals at all levels of an organization
• Good analytical skills
• Good work ethic and strong goal orientation
• Business Acumen: Understands the business and / or technical imperatives impacting the department and applies this knowledge to enhance departmental performance
• Analytical Ability & Decision-making: Analytically evaluating information in a systematic manner to solve problems and make effective decisions.
• Interpersonal impact: Builds trusting relationships between individuals and teams through open and honest communication.
• Team work: Co-operates and works well with others in the pursuit of team goals; shares information; supports others
• Client orientation: Displays passion in actively building and maintaining exceptional client relationships and providing superior service.
• Work & Self Management: Displays energy, drive and initiative to achieve personal and/or team objectives. Manages & completes agreed tasks, on time, to required standard, delegating appropriately and overcoming obstacles.
• Communication skills: Ability to communicate effectively in verbal and written forms – this includes presentation skills and report writing

Required Experience

• 10 years’ experience in insurance

Educational Requirements    

Required Qualifications

• Finance or similar insurance qualification
• Technically compliant
• FAIS Compliant

Deadline:20th May,2026