Customer Service Operations Manager

About the role

We are looking for a dynamic leader to head our customer service and after‑sales team. In this role you will drive operational excellence, ensure service level agreements are met and inspire your team to deliver outstanding support to our clients.

Key responsibilities

• Lead and manage a team that provides high‑quality customer service and after‑sales support, meeting agreed SLAs.
• Align the team with defined metrics and KPIs, monitoring performance and taking corrective actions.
• Manage work demands and operational goals in a fast‑paced environment.
• Oversee change management initiatives to continuously improve processes.
• Develop, coach and upskill team members to enhance capabilities.

Required profile

• College graduate with a degree in Business, Statistics or a related field.
• 5–10 years of managerial and operations experience in the insurance industry.
• Strong leadership, communication and staff development abilities.

Required skills