Senior Operations Manager

Cape Town CBD
Salary: R1 234.00 - R1 235.00 Per Month (Negotiable)
Job Type: Permanent
Sectors: Call Centre
Reference: SOM0126

Apply before Mar 14 2026 | 59 Days left

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Vacancy Details

Employer: Callforce Direct

🔹 Strategic Leadership
Own end-to-end delivery of BPO insurance service operations.
Develop and execute operational strategies aligned to client objectives, regulatory standards, and company KPIs.
Provide direction and leadership to Operations, Team Leaders, and support functions.
🔹 Operational Performance
Drive achievement of SLAs, including productivity, quality, sales, retention, and customer satisfaction.
Conduct regular reviews of performance dashboards, trends, and root cause analysis.
Implement continuous improvement programs and automation where applicable.
🔹 Regulatory & Risk Compliance
Ensure 100% adherence to compliance principles across all processes.
Collaborate with Compliance, QA, and Risk departments to maintain audit readiness and policy adherence.
🔹 Client & Stakeholder Management
Serve as the primary point of contact for high-level client escalations and strategic reviews.
Build and maintain strong relationships with key clients and internal stakeholders.
Prepare and present performance reports, business reviews, and improvement plans.
🔹 People Management & Leadership
Lead, mentor, and develop, Team Leaders, and staff.
Drive engagement, recognition, and talent development programs to build strong leadership pipelines.
Champion a high-performance culture and ensure succession planning.

Required Skills

Communication Skills
Leadership Skills

Candidate Requirements

Matric / Grade 12 (essential)
FAIS/RE5 and FSP compliance understanding (advantageous)

Experience:

5+ years as an experienced financial services Senior Operations Manager in a call centre environment.
Proven success in managing insurance, lending, or financial support processes at scale.
Strong background in regulatory compliance and risk management.
Hands-on experience in managing large teams and multiple client portfolios
Clear ITC and Criminal record .

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About Callforce Direct

Since our establishment in 2000, callforce has developed a sound reputation for providing outsourced people solutions that allow our clients to enjoy a number of operational and financial benefits. We combine our HR expertise with the knowledge of our client's environment to design, implement and manage outsourced people solutions, resulting in improved business performance for our clients.

We provide a range of standalone services or a combination thereof, based on your needs:
Permanent Recruitment, Flexible Staffing, BPO Services, Specialist SWAT Teams, ShadowMatch Assessments, HR Management, IR Management, Payroll Services and Workforce Management

A key component of our success has been maintaining strategic relationships with our clients by developing expertise of their environment, challenges and other needs, thereby ensuring that we deliver consistently. We provide our clients with a devoted team of professionals who play a vital role in assisting them in meeting their operational and strategic objectives. This is the reason why so many industry leaders have chosen to collaborate with Callforce.

Our Mission:
Callforce wants to improve the lives of the South African people by supporting sustainable job creation throughout the country, which promotes economic development in Africa and empowers people to grow. Our purpose is to help people to grow beyond their wildest dreams. This is what drives us and makes us proud to be Callforce!

Our Values:
People always come first at Callforce
We embrace change and innovation
We value open transparent communication
We believe in the power of teamwork
Our flexibility sets us apart