Job Description

Surgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for International companies with Digital Intelligence.

Our client is recruiting for a Director of Call Centre Operations to join their team based in Cape Town.

Job purpose:
Plan, develop and execute the operational strategy for P&C claims operation to ensure seamless transition, client satisfaction, employee satisfaction, transformation, revenue growth and profitability. Focus on building P&C claims domain expertise, ensure seamless transition and service delivery, revenue management and operational planning.

Key Responsibilities:

  • Focus on transition with ‘Zero’ impact on service delivery
  • Focus on efficiencies - leaner, greener and faster
  • Focus on Process stabilisation and sustained delivery
  • Reducing operation costs
  • Make TBP more effective
  • Build effective process management system
  • Deliver on client benefits through innovation and improvements
  • Create plan to deliver efficiency
  • Strengthen operational team as well as support functions to minimize leakages
  • Partner with transformation team for value delivery
  • Identify transformation opportunities where available
  • Engagement plan for each strata of employees
  • Focus on employee training and development, esp. wrt to building domain expertise
  • HIPO engagement initiatives to be reviewed regularly
  • Cross training and skill enhancement for managing high influx of volume
  • Support to Line HR and utilise their expertise more from a people engagement and retention perspective
  • Ensure minimal staff attrition and high levels of engagement
Working on Strategic Priorities such as (but not limited to):
  • Look for opportunities to deliver additional savings for the clients
  • Deliver operational efficiency improvements for both the company and client
  • Assistance in business development as and when required
  • Reduction in Overheads as % of Revenues
  • Participation in people development initiatives
Qualification & Experience:
  • Graduate in any field
  • Postgraduate is preferable
  • Experience of managing P&C Claims Operation
  • Client relationship management
  • Manage large contact centers
  • Minimum 10 years' experience in the International BPO industry
  • Insurance/ Retail/ Financial services/ Telecom/ FMCG/ Travel/ Utilities

Market related
Working hours: US/UK hours (Rotational shifts)

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202304 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