Service Operations Manager at FNB South Africa

Job Description

• To effectively manage and oversee all operational aspects in the achievement of the business objectives

Are you someone who believes they can:

• Be responsible for leading and optimising a team that manages customer interactions relating to life insurance policy queries and administration.
• The role ensures excellence in service delivery across multiple channels (chat, email, and telephony), efficient handling of policy amendments, and the ongoing improvement of processes through innovation and providing meaningful input on automation, and the adoption of AI.
• The incumbent will be pivotal in driving operational efficiency, ensuring quality of work, regulatory compliance, operational risk management, and enhancing customer experience within FNB Life’s Policy Servicing team

You will be an ideal candidate if you have:

• ⁠Bachelor’s degree in Business Administration, Operations Management, Insurance, or a related discipline.

You will have access to:

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.

You will be a match if you have:

• Minimum of 5 years’ experience in operations management within the life insurance or financial services industry.
  Experience managing multi-channel customer service teams (chat, email, phone).
• Proven track record in leading and delivering superior customer service and experience, operational excellence, process improvement and innovation.
• ⁠Proven track record in leading and delivering superior customer service and experience, operational excellence, process improvement and innovation.
• Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency
• Drive significant growth and profitability in the context of cost management
• Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
• Enable Business Unit service delivery through implementing systems, processes and metrics for measuring service levels and satisfaction.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply with governance in terms of legislative and audit requirement through Governance - develop, monitor, maintain and ensure compliance in the business
• Identify report and mitigate operational risk at a product, process and/or channel level within a business unit
• Drive operational efficiencies and delivery of superior quality customer experiences and improve operational processes and procedures on an ongoing basis
• Manage SLA agreements for the Business in line with business objectives
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
• Plan and execute campaigns successfully and on schedule. Maintain operational accountability for all campaign execution.
• Support effective teamwork within the function. Participate and collaborate across teams
• Plan and manage performance, skills development, employment equity, talent and culture of Team Leaders and teams in order to improve innovation, achieve efficiencies and increase competencies
• Manage personal and management development to increase own skills and competencies for the managerial function and future Leadership growth opportunities

End Date: October 18, 2025