Operations Manager (Lumkani) at Hollard Insurance

Job Advert Summary    

• Hello… an exciting new opportunity has just become available at Lumkani, an affiliate of Hollard.  We are looking to recruit an experienced Operations Manager with great leadership skills and an ability to drive performance for someone who can work under pressure and know how to lead the efficient execution of tasks. 

Key Responsibilities:

• People leadership and management
• Manage key stakeholder relationships inside and outside the organization
• Develop, document, and maintain standard operating procedures (SOPs) and workflow processes to ensure clarity and consistency in operations.
• Managing standard day-to-day tasks as well as project tasks
• Ensuring that all client care processes are compliant with relevant regulatory requirements (FAIS/ POPIA and FICA)
• Develop and deliver management reporting
• Manage special projects relating to your department
• Initiate propose interventions/ projects that will promote a world-class client care experience

Required Knowledge and Experience    

• 5+ years in an Call centre/ Operations environment in financial services (particularly insurance), retail or tech industry experience
• 5+ years in a management role
• Exposure to and understanding of township economies in South Africa 
• Leadership & management skills
• Project management experience
• Experience with process development & documentation and operationalising Call Centre processes.
• Experience with process improvement methodologies
• Change management 
• Experience with task backlog management and prioritisation
• Strong problem solving, critical thinking and decision making skills
• Strong experience with prioritisation and delegation of tasks amongst a team 
• Ability to identify training needs and implement employee development programmes in conjunction with the Learning & Development department
• Technical proficiency and ability to learn new software applications easily
• The candidate is expected to be highly computer literate experience using:
• Planning platforms
• (e.g. Trello, Asana,
• JIRA)

Experience using:

• G-Suite / Microsoft Office
• CRM systems 

Educational Requirements    

• Undergraduate degree with a focus on Business, Economics, Finance, Industrial Engineering or similar 
• Postgraduate degree with a focus on Business Management (preferred)