The Senior Operations Manager is responsible for supporting the development and implementation of post-sales insurance operations strategy, including customer service, retentions, and claims management. This role requires an experienced operational professional with a strong background in insurance, focused on driving efficiency, compliance, and customer satisfaction across all post-sales functions. The Senior Operations Manager will play a key role in enhancing processes, improving service delivery, and ensuring the business leverages technology to achieve desired customer outcomes. A thorough and value-adding understanding of data management to improve business results is essential.
Experience and Skills Required
- Minimum of 5-7 years experience in insurance operations, with at least 3 years in a supervisory or managerial role
- Strong knowledge of post-sales insurance processes, including customer service, claims management, and retention strategies
- Good understanding of regulatory and compliance requirements in the insurance industry
- Proven experience in process improvement, operational efficiency, and performance optimization
- Strong analytical skills with the ability to interpret data and drive informed decision-making
- Experience managing teams and coordinating operational initiatives
- Proficiency in insurance-related systems and CRM tools
- Experience supporting partnership management activities and discussions
Key Responsibilities
Support the design and execution of customer support strategyAssist in designing and implementing products, processes, and systems that lead to positive customer outcomesManage and enhance post-sales insurance operations, including customer service, claims, and retention strategiesSupport the development and implementation of operational policies and procedures to improve efficiency and complianceLead and mentor a team of professionals, ensuring high performance and engagementDrive process improvements through automation, best practices, and innovative solutionsMonitor and analyze key performance metrics, identifying areas for operational enhancementCollaborate with stakeholders across departments to align operational goals with business objectivesEnsure adherence to industry regulations and company policies, mitigating risks and ensuring complianceWork closely with IT and digital teams to enhance technology solutions supporting operationsSupport strategies to improve customer satisfaction and policyholder retentionAssist in managing budgets, resource allocation, and cost optimization for operational functionsSupport senior leadership in key strategic partner management activitiesNon-Technical Skills
Strong leadership and people management skillsExcellent communication and interpersonal abilitiesProblem-solving mindset with the ability to make data-driven decisionsAbility to manage multiple priorities in a fast-paced environmentHigh level of adaptability and resilience in handling operational challengesCustomer-centric approach with a focus on service excellenceStrong negotiation and stakeholder management skillsAbility to influence and drive change within an organizationRelationship management and collaboration skillsQualifications
BCom degree (Finance, Business Management, or related field)Professional insurance qualifications (e.g., ACII, CII, or equivalent) advantageousPostgraduate qualification (Honours, MBA, or equivalent) is advantageous#J-18808-Ljbffr
