Senior Manager: Head of Operations, Other, Cape Town. Our Client, a managed care company based in Cape Town, is recruiting for an experienced Senior Manager.

Job Purpose: The Senior Manager: Head of Operations, Service Delivery and Support is responsible for the effective and successful management of people, systems and processes aligned to the operational service as required in terms of the customer contracted SLA (Service level agreements) and internal OLA (Operational level agreements) for Claims, Contact Centres, Benefit Review and Hospital Case Management teams. To enhance the customer service experience, through business process.

Key Responsibilities inter alia include the following: Ensure operations adherence to Group Risk management procedures, Service level agreements, Standard operating procedures and audit requirements. Ensure compliance with local and international laws (e.g. data protection).

Ensure adherence to SLA and audit requirements. Identify all risk items in the two areas and implement controls to efficiently manage these risks. Manage, report and ensure governance, risk and compliance standards are implemented and maintained in line with business requirements and that necessary action is taken to address issues, when necessary.

Drive and implement approved business strategies in line with financial targets and service level agreements. Responsible for contributing towards the sustainability of the business and new business development. Assess cost containment strategies to enhance client return on investments. Drive the automation of business processes to ensure cost effective and quality outcomes.

Participate and drive the initiatives to become a digital business to improve the delivery of services and enhance the customer journey. Champion Change Management with all stakeholders. Professional interaction with internal and external stakeholders. Ensure efficiencies within the service delivery and support teams to ensure business metrics are adhered to Improve Productivity and Quality standards within Operations. Manage the improvement of business processes between the business and key accounts.

Plan and implement changes to the operations of the area of responsibility to respond to macro and micro-economic conditions, legislation, competition, market sentiment and the industry in general. Provide input into and develop the business plan for the area of responsibility. Ensure business plan is implemented in a manner that supports operational, quality and market imperatives. Communicate business plan in alignment with strategic context and strategic implementation plans to ensure operational best practice and continuous improvement.

Lead the Operational teams and ensure service delivery in each respective area. Responsible for all Human Capital Management. Support transformation through valuing diversity within the team and department. Behave in alignment with the business values.

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