Job Description

Our client Based in Cape Town is looking for an Operations Manager to join their fast-growing team within the BPO industry, ranging from insurance, banking and financial services, and utilities to identify opportunities for growth and implement solutions that give a competitive edge.

This role is primarily responsible for Client Relationship Management at the Program Level and Performance and People Management.

Work Experience Requirements:
  • 8 years of experience with Life and Annuities – Retirement Plan Services
  • General loans eligibility and Transaction processing
  • Hardship Withdrawals and High-Risk Transactions
  • Pension Risk Transfer
  • Defined Benefit Plan assessment
  • Distribution processing including Withdrawal and Rollover
  • Systematic Eligibility options and RMD discussion
  • 2 years of experience as a Quality Analyst
  • Evaluate calls and ensure reps are following business standards
  • Ensure regulatory standards are complied
  • CARE Quality certified
  • LOMA 280 certified
  • 5 years solid operational experience
  • 3 years as Assistant Manager
  • 2 years of experience Lead Assistant Manager and overseeing Quality Reviewer function on high dollar value transactions
Role/ Responsibilities:
  • Capacity Planning and staffing plans for the process based on medium term business forecast
  • Negotiating and finalizing SLA’s with the Client
  • Establishing a review/reporting mechanism with the Client
  • Developing and approving incentive plans
  • Develop case studies, show case the business and participate in business acquisition
  • Review progress of attrition action plans and check effectiveness
  • Provide leadership to team of lead assistant managers, team leaders and agents
  • Setting goals that align with organizational objectives
  • Develop and implement actionable strategies to help team meet targets and client expectations
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
Competencies & Skills
  • Excellent communication and organization skills
  • Very good coaching
  • Capacity planning
  • Quality check analyst certified
  • Ability to communicate effectively to a variety of audiences
  • Ability to provide and support a vision and direction
  • Ability to work with minimum supervision and in a continually challenging environment
  • Accepting a high degree of responsibility and accountability for others as well as for self
  • Deep understanding, appreciation, and demonstration of world-class customer service
  • Knowledge of MS Office – Excel, PowerPoint, Word

  • Based in Cape Town, Western Cape
  • Market Related
  • Pension Fund Contribution and Medical Aid
Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202207 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email .


Employee Type
Full-Time Regular
Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR