Delivery and Process Project Manager

Role: Delivery and Process Project Manager Category: Insurance Location: Cape Town Salary: Market-related Our client is a global loyalty and benefits company and a leading personal lines insurer operating internationally. They specialize in creating exceptional customer experiences for some of the world's best-known brands, particularly across the financial services, travel, and retail sectors. With an ambitious growth strategy underway, they are seeking a highly skilled Delivery and Process Manager to join their Insurance Operations Support team to ensure change, improvement, and process initiatives are effectively coordinated as the business continues to scale. Key Responsibilities: Team Leadership: Lead a small team of experts and specialists while acting as an individual contributor to deliver an efficient process change and delivery function. Change & Project Management: Draft, present, and deliver against effective change and project plans, maintaining proper governance and utilizing project management principles. Process Documentation: Draft, own, and maintain all process documentation for operational teams, acting as both a gatekeeper and librarian to ensure documentation is audit-ready. Continuous Improvement: Own and drive continuous improvements in business implementation, maintenance, or operational termination of processes and functions. Workflows & Mapping: Maintain all business process maps and workflows for onboarding, adjustment, or termination of business, operational processes, and systems. Operational Coordination: Coordinate with other Operations Support teams (such as QA and reporting) to ensure improvements benefit frontline teams, end clients, and customers. Business Continuity: Ensure business impact assessments, business continuity plans, and disaster recovery plans are created, maintained, and tested regularly. Risk & Stakeholder Management: Identify, escalate, and proactively manage risks and issues for allocated projects while maintaining detailed RAID logs. Service Transition: Ensure service transition to live environments is planned and executed according to schedule, budget, and scope. Requirements: Industry Expertise: Strong experience at a leadership level within Insurance, Financial Services, or similar highly regulated sectors. Project & Change Management: Proven, excellent experience in project management and change management. Operations & Governance: Strong operations change and process delivery experience with a heavy emphasis on governance (ideally certified or holding project/process management qualifications). Business Analysis: Experience in business analysis, specifically covering process mapping, design, and continuous improvement methodologies (e.g., Lean, Six Sigma). ISO Certification: Experience with achieving and maintaining effective ISO certifications. Risk Management: A solid understanding of risks associated with poor business implementation, alongside practical experience managing RAID logs and updating risk assessments. Service Transition: Knowledge of service transition methodologies, tools, and templates, with an understanding of technology lifecycles and technology-led changes. Communication & Collaboration: Excellent interpersonal, written, and verbal communication skills, with the ability to craft messages suitable for clients/customers and collaborate with stakeholders globally on a virtual basis. Core Values: A personal commitment to continuous improvement, alongside a track record of customer focus rooted in openness, trust, and delivering on promises.