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Job Location: Office Based – Milnerton, Cape Town, South Africa

Job Type: Permanent Full Time

As the Operations Manager of an insurance claims contact centre, you will be responsible for overseeing the day-to-day operational performance of the contact centre, ensuring the delivery of high quality service to customers reporting insurance claims related to the home. You will lead and support a team of team leaders, agents, and support staff, driving operational efficiency, service excellence, and continuous improvement, reporting directly to the contact centre claims Director.

The insurance claims contact centre provides rapid responses to customers reporting new claims. The team coordinates the claim from first notification to claim settlement and ensures policy compliance while delivering exceptional customer service. The centre plays a critical role in protecting customers and their wellbeing, while supporting the insurers reputation and operational resilience.

This role is suitable for someone with strong leadership, a customer-first mindset, and the ability to manage performance in a fast-paced, high-pressure environment. You will work closely with internal departments, external contractors, and key stakeholders to ensure service level agreements (SLAs) are met and customer expectations are exceeded. Previous and proven insurance and contact centre experience is important for this role.

Working Hours

This role is based on a full-time schedule of 40 hours per week, typically worked as five 9-hour shifts (including a 1-hour unpaid break). Shifts are scheduled across a variety of patterns within the operating hours of 8:00 AM to 6:00 PM, Monday to Sunday, to align with customer demand. While shift coverage may vary, most core shifts will fall between Monday and Saturday.

There may be occasions where duties will need to be performed outside of standard business hours to ensure continuity of service and support and deliver in line with business needs. You will know your shift patterns at least 6 weeks in advance.

The Role Specifics:

We’re looking for a flexible, enthusiastic, energised person to fill the role of Operations Manager for our new insurance claims contact centre. The role entails:

• Customer Service Delivery
  Lead the contact centre to deliver the highest levels of customer service, including times of exceptional demand driven by adverse weather conditions
• Client Delivery
  Oversee delivery of client operational and service requirements, acting as the primary contact for internal stakeholders and client representatives. Support contract setup, audits, and due diligence for new and existing clients.
• Team Leadership & Performance
  Lead and develop a team of managers and call centre agents, ensuring delivery of 1-2-1s, performance targets (SLAs, KPIs, productivity), and continuous improvement through coaching and feedback.
• Process & Governance Oversight
  Implement and review operational processes to ensure efficiency, compliance, and alignment with regulatory, data, and licensing standards. Maintain governance frameworks and manage audit actions to completion.
• Client Reporting & Insight
  Manage client MI and reporting, ensuring accuracy, narrative insight, and access to digital tools. Support data analysis with commentary and ensure clarity on policy and regulatory changes.
• Continuous Improvement & Strategic Input
  Identify and act upon opportunities for improvement and support senior leadership with the overall development of the service proposition.

Key Skills & Competencies:

Leadership & People Management

• Ability to lead, motivate, and develop teams.
• Experience in managing performance, coaching, and succession planning.
• Conflict resolution and team engagement skills.

Customer Focus

• Strong commitment to delivering excellent customer service.
• Empathy and understanding in high-stress, emergency situations.
Ability to manage complaints and escalations effectively.

Operational Excellence

• Proven ability to manage day-to-day operations in a fast-paced environment.
• Strong understanding of SLAs, KPIs, and workforce planning.
• Process improvement and efficiency optimisation.

Communication Skills

• Clear and professional verbal and written communication.
• Ability to communicate effectively with internal teams, external contractors, and senior stakeholders.
• Skilled in delivering feedback and managing difficult conversations.

Decision-Making & Problem Solving

• Confident in making timely decisions under pressure.
• Analytical thinking to assess situations and implement effective solutions.
• Ability to manage risk and prioritise competing demands.

Technical & System Proficiency

• Familiarity with contact centre technologies (e.g., telephony, CRM, case management systems).
• Competence in data analysis and reporting tools (e.g., Excel, Power BI).

Regulatory & Compliance Awareness

• Knowledge of industry regulations inclusive of POPIA
• Experience in complaint handling and quality assurance frameworks.
• Commitment to ethical and compliant service delivery.

Strategic Thinking

• Ability to align operational goals with broader business objectives.
• Experience in managing change and driving continuous improvement.
• Commercial awareness and budget management.

Wherever you are in your career, we can support you to achieve your goals.

A role with Sedgwick opens the door to many benefits, including:

• Structured programmes with clear timescales & transparent career pathways
• Fully supported professional qualifications with rewards
• Competitive salary

Our other benefits include:

• Private healthcare plan (including pre-existing conditions)
• A Self Invested Personal Pension Scheme, including life & disability cover
• Annual leave allowance of 25 days + public holidays

Next steps for you:

Think we'd be a great match? Apply now – we want to hear from you.

If you’re unsure whether you have all the skills needed then do apply – we are looking for all backgrounds from seasoned professionals to those returning to the workforce, and everyone in-between.

Not only that, but we are also proud to have a zero-tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.

After the closing date we will review all applications and may select some applicants for an interview (which may be virtual, or in-person).

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.