Senior Manager – Operations and Legal Claims

Full Time

Senior Manager – Operations and Legal Claim -Job Description 

A legal expenses insurance company is looking for a strong operations Senior Manager with exposure to the short term insurance sector with a minimum of 5 years’ experience as an Operations Manager within a similar organization.


  • Providing support to management in directing and overseeing  the Company’s operations across the various channels and  various stakeholders 
  • Exposure to Call center environment, and the aptitude to  provide management with support, guidance, oversight and provide reporting to all stakeholders  
  • Evolving the customer service experience to create engaged  customers and be able to implement initiatives driven towards  TCF and NPS  
  • Developing and deploying customer care strategies and  operational plans focused towards the achievement of the  objectives of the business. 
  • Demonstrate understanding of short term regulatory  requirements – legal, risk , compliance, POPIA and internal  control management across operations  
  • Management and tracking of key metrics for the division – proactively deploy plans to address high risks identified.  Strong focus on implementation of projects and have  demonstrated history of delivery of key projects 
  • Proactive – capable of identifying and initiating changes in  terms of business processes
  • Plan, monitor, manage and engage with a team of skilled Legal  Management / Non Legal professionals and ensure that you  are able to support, guide and develop them towards the  achievement of the company strategic objectives. Determine  training needs of direct reports and to develop career paths for  the teams 
  • Hold Managers accountable for developing, coordinating, and  enforcing systems, policies, procedures, and productivity  standards 
  • Analytical skills to address and understand the data  communicated and define action plans through the   identification of trends; recommending system improvements or process changes. 
  • Assign, coordinate and monitor projects and report on this Regular review of all processes, policies and systems and  ensure that this aligned to best practices.  
  • Drive continual improvement in people, technical, processes  and product design and ensure that this is underpinned by  product analysis / competitor analysis.  
  • Foster a culture of performance coaching, career planning and  goal setting to ensure a positive team culture with strong  positive engagement within the division 
  • Track against budget for the division 


  • Must be able to multitask, work under pressure  
  • Technically proficient in Excel, PowerPoint and word People Management Skills 
  • Coaching Skills 
  • Quality Management 
  • Results Driven  
  • Foster Teamwork  
  • Strong interpersonal and organizational skills  
  • Meets deadlines and can handle stressful situation 
  • Displays excellent communication skills 
  • Report writing skills


  •  B Comm LLB degree / Admitted attorney or 
  • Business Administration / Operations qualifications, and
  • Compliance / Regulatory qualifications would be beneficial At least 5 years operations experience, specifically at a  management level

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