Job Description

Surgo 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. They urgently seek to employ a Head of Operations Transformation to join their team.

Job purpose:
  • As part of the Life and Annuities TPA business, our client use services for execution of End to End delivery of services in the TPA Value chain/ customer journey
  • The operations of these services are placed in multiple delivery locations including US, India, South Africa and Philippines
  • These services include both back office and contact center across the customer journey
  • Expected to have a very thorough understanding of the end to end business model
  • Be able to connect the dots across the customer journey/value chain and processes across locations and manage the teams, who will be responsible for the geographies
  • Highly regulated business from regulators, hence regulatory framework understanding will need to be acquired
  • Good understanding of Front Office Back Office integration / One Office concept and execution
  • This business model is experiencing significant growth and the role is expected to lead the RFX process from a digital transformation perspective
Key Responsibilities:
  • Understand TPA technology ecosystem and how services get delivered for L&A blocks of business
  • Accountable for the Transformation Roadmap creation, solutioning and delivery for the Life and Annuities Third Party Administrator (TPA) business
  • Responsible for Diagnostic to Solution Proposal creation for Digital projects
  • Generate ideas for building ‘game-changing’ capabilities by scanning the market/competition and internal operations
  • Consultative mindset, with approach to think of a business challenge creatively and with a future digital solution mindset
  • Build relationships with key business leaders and sponsors other stakeholders to drive uptake of innovation projects, define project vision, scope, requirements, and deliverables
  • Successfully collaborate with core and extended teams across the enterprise for deployment of Digital Solutions by internal and client showcasing and articulating the business case and value proposition
  • Create best in class products by integrating firm’s product footprint and investments – automation, process simulation, re-engineering, domain expertise, analytics etc
  • Responsible for maintaining the Governance and reporting on projects to Business units, Leadership, clients
  • Maintain awareness of new and emerging operating practices, technologies such as robotic automation, machine learning, mobility, artificial intelligence and dynamic analytics and the potential application on operations
  • Manage client visits for prospects, existing clients with respect to transformation presentations
  • Provide transformation solutions and roadmaps for new deals / pursuits
  • Contribution of creation of showcase content, though leadership white papers, collaterals Updates job knowledge by studying state-of-the-art tools, technologies, reading professional publications; maintaining personal networks; participating in professional organizations
Technical Skills
  • Strong Life Insurance domain
  • Understanding of key delivery functions Regulatory and Compliance requirements, claims, policy servicing will be an added advantage
  • Experience with Life Insurance platforms
  • Experience with Process Diagnostics and Solutions development
  • Good understanding of Digital Solutions: Analytics, Robotics, Process Improvement/Elimination/Lean Six Sigma background and project management
  • Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
  • Proficient with MS-VISIO for flowcharting/process mapping software
  • Experience of packaging and showcasing capabilities and solutions
Soft Skills (Desired)
  • Strong Interpersonal skills and calibration skills
  • Excellent written and oral Communication
  • Strong Presentation skills
  • Clear through process to think through
  • Multi-tasking and prioritizing ability
  • Project management skills to drive improvement projects / initiatives
Soft Skills (Minimum)
  • Strategic focus and strong business acumen
  • Demonstrates a global mindset
  • Demonstrates an intellectually agile and analytical approach and thought process
  • Is a brand ambassador
  • Conformance to policies / compliances with auditing skills and eye for details
  • Ability to coach and give feedback on an ongoing basis
  • Problem solving skills
  • Ability to resolve conflicts constructively and lead in a continually challenging environment
  • Develop value and innovation strategy aligned to key clients’ strategic priorities
  • Support in strategic priorities for driving value capture
  • Collaborate with teams to strategize and execute value and innovation
  • Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program
  • Support in building best practice compendium on domain led solutions
  • Support in developing capabilities for business development and solutioning for key prospects
Qualification & Experience:
  • Bachelors/Masters qualifications
  • Experience and understanding of the Property and Casualty, Life And Annuities industry is highly desirable
  • P&C and L&A Insurance certifications are highly desirable
  • Experience with Lean Six Sigma is highly preferred
  • 10+ years of overall experience including 7+ years of transformation and project management experience with demonstrated success and outcomes
  • Proven ability to drive a solution from start to finish (project management certifications are a plus)
  • Experience of packaging and showcasing capabilities and solutions
  • Willing to work in 24/7 environment
  • Ability to travel as required domestically and / or internationally
Salary: Market related

Working hours: USA working 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 202306 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