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Operations Manager – On-site, Cape Town
ABOUT THE ROLE:
This role is employed directly by our UK client Homeprotect, a forward-thinking organisation dedicated to providing exceptional insurance solutions to individuals with unique needs.
If you are passionate about innovation, customer service, and creating tailored solutions, we want to hear from you. Help shape the future of home insurance by delivering a personalised service, supported by cutting-edge technology and innovative ways of working, and join our client organisation that is committed to protecting what matters most to its customers.
This role requires travel to the UK approximately once every three months to attend business townhall meetings – all travel costs will be covered.
ABOUT HOMEPROTECT
We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.
We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.
We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.
Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called ‘non-standard’ insurance. We believe there’s no such thing as ‘standard’. We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.
Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.
WHAT IT’S LIKE TO WORK HERE
Our customers come from all walks of life and so do our people. We’re a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.
Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.
Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last three consecutive years. And in our latest survey, 94% of our employees agreed it’s a great place to work.
Sound good? Read on to find out more about joining our team as an Operations Manager in Cape Town and be part of this journey
KEY RESPONSIBILITIES:
Operational Leadership
Oversee day-to-day operations of the contact centre team handling UK home insurance queries.
Ensure adherence to SLAs, KPIs, and compliance standards.
Ensure the operation is always appropriately resourced by leading the forecasting process, to agree resource requirements and confirm the delivery plan is aligned to these requirements.
Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
Team Management
Lead, coach, and develop a team of Team Leaders and Customer Service Representatives.
Foster a high-performance culture with strong employee engagement.
Manage workforce planning, scheduling, and resource allocation.
Stakeholder Collaboration
Act as the primary liaison between the South African team and UK-based stakeholders.
Collaborate with UK teams on training, product updates, and process changes.
Provide effective relationship management, governance and performance management with our outsourced contact centre partner, meeting both Homeprotect and the FCA’s standards and expectations.
Develop deep working relationships with the management of the delivery teams – align on objectives and take a collaborative approach to issue resolution.
Produce high-level summaries to provide an overview of performance and be presented alongside operational governance requirements.
Quality & Compliance
Ensure compliance with UK insurance regulations and internal policies.
Monitor call quality and customer interactions to uphold service standards.
Implement corrective actions and training where necessary.
Customer Experience
Champion customer-centric practices to deliver exceptional service.
Handle escalations and complex queries with professionalism and empathy.
Analyse customer feedback and trends to inform service improvements.
Support the Head of Contact Centre in the delivery of our customer services strategy.
KNOWLEDGE, SKILLS & EXPERIENCE:
We would love to hear from people with the following skills and experience for this role:
Completion of Matric/Grade 12 (essential)
A relevant diploma or degree in Business Management, Operations, or a related field (preferred)
Minimum 3–5 years’ experience in a call center environment, including experience in operational leadership.
Demonstrated experience driving performance
Demonstrated ability to coach and develop action plans, which maximise performance, and provide effective feedback
Excellent analytical and problem-solving abilities and ability to improve work processes; establish a course of action for self and others to accomplish a specific goal
Strong leadership and team management skills, ability to mentor, coach and provide direction to a team of employees
Work well under pressure within a fast-paced environment and handle multiple priorities, while maintaining a professional demeanour
Excellent communication and interpersonal skills
Ability to effectively present information to internal and external associates
Demonstrated ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment
Willingness to work a flexible schedule
Familiarity with operational management software and CRM tools
Ability to work in a fast-paced environment and handle multiple priorities
BENEFITS:
We offer a competitive benefits package:
Competitive salary
Paid leave: annual, sick, family responsibility and parental; plus, public holidays
Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities
An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals
Role-related UK travel allowances where applicable.
Medical aid and retirement/risk benefits may be offered as part of our total rewards; further details will be confirmed at offer stage.
This role requires travel to the UK approximately once every three months to attend business townhall meetings – all travel costs will be covered by the client.
UNIQUE AS STANDARD
We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.
We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey.
Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what's possible for the role.
Your data will be maintained in line with our ‘recruitment data privacy policy’.