Operations Manager: Customer Services A&G Australia (Night Shift)
Telesure Investment Holdings
Office
Auto and General Park, South Africa
Full Time
Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.
Job Purpose
Manage the Claims and Customer Services teams. Ensure effective delivery of service to all levels of inbound and outbound customer interactions. Implement operational plans to assist in achieving the required operational results.Responsibilities
Leadership and DirectionCollaborate, create and communicate the tactical plan and
action needed to execute the function's strategy and
business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
Customer Service
Manage a medium-sized customer service area or several
customer service sections, with guidance from senior
colleagues. This will include solving complex issues in order to meet customer service standards.
Manage within the team, the effective and efficient client queries and complaints. Review the customer services process and metrics. Ensure clients are treated according to the TCF principles; between managers, reps and clients.
Operations Management
Oversee and manage different teams in the services and
claims department. Ensure the operational function is in line with company goals, objectives, policies and procedures. Implement, drive and monitor group strategy and operational efficiency.
Performance Management
Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives. Ensure the right skill level, experience, qualifications of people are aligned to support service delivery, achieving production and performance targets at all times.
Organizational Capability Building
Use the organization's formal development framework to
identify the team's individual development needs. Plan and implement actions, including continuing professional
development specified by professional or regulatory
institutions, to build their professional capabilities. Provide
formal and informal training or coaching to managers and
others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
Stakeholder Engagement
Build and maintain effective relationships with all internal stakeholders. Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
Insights and Reporting
Prepare and coordinate the completion of various data and analytics reports. Ensure accurate management information by analyzing trends and providing day to day and monthly reports to business.
Improvement / Innovation
Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.
Operational Compliance
Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Customer Relationship Management (CRM) Data
Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.
Budgeting & Costing
Track budgets and implement tactics when there is a
deviation from the budget and ensure operational costs
remain within budget, while upholding service delivery
standards.
Work Scheduling and Allocation
Develop short- or medium-term work schedules in order to
achieve planned commitments. Approve or liaise with
different areas in the business to acquire and use different
resources as needed. Ensure adequate work allocation to
the correct resource skill in order to achieve client
satisfaction.
EXPERIENCE
General Experience
5 or more years experience in a Call Centre and services environment (Essential); Experience in a Financial Services Industry (Advantageous);
Education
Grade 12/ SAQA Accredited Equivalent (Essential); Relevant degree and/or Diploma (Advantageous)Experience
Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.
Operations Manager: Customer Services A&G Australia (Night Shift)
Office
Auto and General Park, South Africa
Full Time
July 15, 2025