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Ticking All Your Recruitment Needs
Job Title: Front Office Global Operations Manager
Location: Cape Town
Contract Type: Full-time, Permanent
Industry: Global Insurance & Financial Services
Salary: Market Related / Competitive Senior Package
Are you a strategic operational leader with a passion for driving high-performance across global contact center platforms?
A premier global provider of insurance and customer engagement solutions is seeking a Front Office Global Operations Manager to lead their multi-channel operations. This senior leadership role is critical to the group’s next phase of growth, overseeing contact center functions across voice, digital, and chatbot platforms on a global scale.
You will be responsible for driving service excellence, commercial efficiency, and building high-performing teams across multiple geographies.
Key Responsibilities
Operational Leadership: Own overall contract and operational performance, including SLA delivery, productivity, forecasting, and cost management.
Team Development: Lead, coach, and mentor Team Managers to build engaged, high-performing operational units.
Strategic Planning: Oversee forecasting and capacity planning to ensure resources meet global demand while managing staffing costs and profitability.
Stakeholder Partnership: Act as the central link between operational teams and internal stakeholders across Compliance, Underwriting, and P&L ownership.
Continuous Improvement: Identify operational challenges through root cause analysis and implement process improvements that enhance quality and customer experience.
Change Management: Lead new project initiatives and best-practice adoption across the Front Office function to reduce risk and enhance service delivery.
Candidate Requirements
Experience: Proven track record as an operational leader managing large, complex contact centers or service operations.
Sector Expertise: Experience within insurance or high-volume regulated environments is highly advantageous.
Commercial Acumen: Strong understanding of financial targets, resource requirements, and the impact of efficiency on overall profitability.
Analytical Skills: Expert ability to interpret Management Information (MI) and data to drive fact-based decision-making.
Resource Planning: Demonstrated experience in demand forecasting and capacity planning to ensure consistent SLA delivery.
Leadership Style: A change-oriented leader who excels at building collaborative, trust-based relationships and developing talent.
Key Competencies
Ability to produce accurate monthly and quarterly operational plans.
Skilled in active performance monitoring and regulatory compliance.
Excellent communicator capable of engaging teams across different geographies.
Data-led mindset focused on identifying performance issues and implementing corrective actions.
How to Apply
Apply Today!
If you are a visionary leader ready to drive global operational excellence:
Email: lidene.pienaar@hireresolve.us
Apply online: www.hireresolve.co.za
Reference: GlobalOpsManager_2026
Should you not hear back within 3-5 Business days of applying online and via email, please deem your application as unsuccessful at this time. Should a better suited alternative role arise, we will consider your experience and qualifications.
