The Senior Operations Manager leads the operational function of our client in Financial Services, ensuring efficient service delivery, optimal performance, and alignment with strategic objectives. This role is accountable for driving revenue growth, enhancing client retention, managing claims strategy, and embedding a culture of compliance and excellence across the business.

Acting as a key strategic partner to the Managing Director and Board, the Senior Operations Manager will oversee cross-functional operations, optimize systems and processes, and provide decisive leadership to ensure sustainable growth and organizational resilience.

Qualifications

• Matric / Grade 12
• BCom in Business Management (essential)
• MBA (advantageous)

Experience and Skills

• 7-10 years' experience in operations management, with at least 3 years in a senior leadership role within financial services.
• Proven ability to manage large teams and complex operational environments.
• Strong understanding of business processes, performance metrics, and regulatory compliance.
• Demonstrated leadership and decision-making capability.
• Advanced analytical and problem-solving skills.
• Adaptability to operate effectively in dynamic, fast-changing conditions.
• Customer-centric approach with a commitment to service excellence and compliance.

Key Responsibilities

Executive Leadership & Strategy

• Execute strategic initiatives aligned with company objectives.
• Implement enterprise-wide risk management frameworks.
• Build, develop, and lead a skilled HR team that drives performance and compliance.
• Oversee operational governance, ethics, and adherence to regulatory standards.
• Foster strong partnerships with internal and external stakeholders, including shareholders and business partners.

Business Development & Growth

• Lead operational initiatives that drive revenue growth and client retention.
• Develop and maintain key business and partner relationships.
• Provide short-term and life insurance advice in compliance with FAIS and TCF principles.
• Manage strategic partnerships with insurance providers.

Risk Management

• Deliver advisory services on enterprise and client risk management.
• Ensure alignment with insurer and regulatory requirements.
• Develop strategies for risk mitigation and loss prevention.

Client Service & Retention

• Embed a high-performance client service culture in line with FSCA standards.
• Oversee policy administration, client communication, and retention initiatives.

Credit Control & Collections

• Manage premium collection, commission tracking, and related financial controls.

Claims Management

• Oversee efficient, client-focused claims handling.
• Support clients through claims resolution and liaise effectively with insurers.

Non-Technical Competencies

• Strong problem-solving and analytical thinking.
• Exceptional leadership and team development skills.
• Excellent communication and stakeholder engagement.
• Data-driven decision-making.
• Ability to manage multiple priorities under pressure.
• Sound understanding of operational and enterprise risk management.