27 Director Of Operations jobs in Johannesburg

The Role

My client is seeking a Business Operations Consultant with FICA experience to attend to day-to-day customer queries and to manage and update the product feature backlog and new enhancements and developments, ensuring business unit readiness to support customers. This is a 6-month contract.

Responsibilities

1. Attending to assigned queries in a timely manner.
2. Meeting the set standards and adhering to the SLA’s.
3. Liaising with resolver teams to ensure resolution of customer queries.
4. Adhering to company set customer standards.
5. Communicating adequately with both internal and external stakeholders.

Profile

Grade 12
1-2 years’ experience in a banking environment.
1-2 years’ experience in ticket management.
Experience in FICA will be advantageous.
Core competencies, knowledge, and experience:
Presenting and communicating information.
Problem-solving skills.
Project administration.
Ticket management.
Proactive and driven.

#J-18808-Ljbffr

The Role My client is seeking a Business Operations Consultant with FICA experience to attend to day-to-day customer queries and to manage and update the product feature backlog and new enhancements and developments, ensuring business unit readiness to support customers. This is a 6-month contract. Responsibilities Attending to assigned queries in a timely manner. Meeting the set standards and adhering to the SLA’s. Liaising with resolver teams to ensure resolution of customer queries. Adhering to company set customer standards. Communicating adequately with both internal and external stakeholders. Profile Grade 121-2 years’ experience in a banking environment.1-2 years’ experience in ticket management.Experience in FICA will be advantageous.Core competencies, knowledge, and experience:Presenting and communicating information.Problem-solving skills.Project administration.Ticket management.Proactive and driven. #J-18808-Ljbffr

The Role My client is seeking a Business Operations Consultant with FICA experience to attend to day-to-day customer queries and to manage and update the product feature backlog and new enhancements and developments, ensuring business unit readiness to support customers. This is a 6-month contract. Responsibilities Attending to assigned queries in a timely manner. Meeting the set standards and adhering to the SLA’s. Liaising with resolver teams to ensure resolution of customer queries. Adhering to company set customer standards. Communicating adequately with both internal and external stakeholders. Profile Grade 121-2 years’ experience in a banking environment.1-2 years’ experience in ticket management.Experience in FICA will be advantageous.Core competencies, knowledge, and experience:Presenting and communicating information.Problem-solving skills.Project administration.Ticket management.Proactive and driven. #J-18808-Ljbffr

Scam alert: Santam has become aware of an e-mail scam involving the unauthorised use of the Santam logo alongside another brand.
Please note that this is a scam. We remind all clients that Santam will only communicate through official channels or the authorised broker. Learn more.

Santam Specialist Solutions has a career opportunity for a Business Head: Operations in the Marine department which will be based in Gauteng.

KEY RESPONSIBILITIES

Primary Role Objective – Strategic Business fulfilment:

• Assist the business area in determining and continuously update the strategic plan for the Business Unit in order to deliver on the group’s overall objective of “sustainable & profitable growth” – i.e. Growth in top line GPW and growth in bottom line NUR.
• Assist the business area in the implementation and execution of the all the required strategic actions plans to achieve the overall objective of ‘sustainable & profitable growth’

The Business Head Operations will support the business with the management of daily operations within the claims and policy areas of the business. The role will further require strategic support to the Business Head Marines with financial, compliance, governance and risk-related matters that require accountability so that there is proper oversight. In addition, the role will require the undertaking of the product owner role for system development that requires oversight and management.

To achieve the above, the following key actions (not exhaustive) are expected:

• Continuous development of detailed compliance and process guidelines and regulations in support of achieving the overall noted objective above and the ongoing oversight of implementation and execution thereof.
• Continuously develop and invest in people resources to ensure Santam Marine have the LEADING team of people and expertise that will deliver on the above noted objective.
  Build and develop other stakeholder relationships (Digital Service Providers, Reinsurers, Santam, etc.) to advance and maintain the Santam Marine industry leadership position and credibility.
• Promote and demonstrate the Santam Marine brand within the values framework of Excellence, Accountability, Integrity and Humanness both internally and externally.

We are expected to do this in way that is consistent with Santam’s brand promise and commitment to Treating Customers Fairly. The above needs to be delivered and at the same time, the financial risks of Santam (the primary insurer and risk taker) and our reinsurers (secondary risk takers) need to be managed within agreed mandates, authorities, contracts, etc.

KEY RESPONSIBILITIES

Leadership Responsibility

• In conjunction with leadership team and the Business Leader, determine the long-term strategic objectives of the business.
• Ensure business growth through directing and managing business activities in specific areas of responsibility to ensure these are delivered in accordance with the organisational strategy.
• Plan, direct and manage activities as dictated by the overall strategy agreed so as to maintain and develop business growth in accordance with the agreed business strategy.
• Guide the underwriting, claims and support teams to deliver on the company’s brand promises of Strength, Relationships, Solutions, Longevity, Simplicity, Expertise and Consistency
• Report, manage and measure the performance of the business unit through Management Information, supplied to various management and performance review forums (i.e. QBR’s, Exco’s, Board Meetings, UW Seminars, etc.)

Strategic Management

• Internal and External reporting requirements and deadlines are met.
• Contribution and co-ordination of Santam Marine overall and LOB budgeting process.
• Review and Resolution of queries relating to Santam Marine Financial results.
• Process breakdowns adequately resolved within reasonable timeframes.
• Drive process improvements where necessary.
• Formal and informal feedback from various stakeholders.
• Ensuring Office operations run smoothly in terms of Facilities
• Oversee Management Information Systems functions and System Support & Administration

Data Governance

• Successful execution of the Group Data Stategy within Santam Marine.
• Successful implementation of the Data Governance framework within Santam Marine.
• Drive forward improvements in data quality and integrity.
• Timeous and efficient resolution of data quality issues within Santam Marine.
• Minimal number of Data incidents reported and unresolved.
• Support Santam Marine Head Data Owner (Business Leader) in all aspects relating to Data Governance.
• All milestones and deadlines met relating to various Data initiatives throughout group as they relate to Santam Marine

KEY RESPONSIBILITIES

Digital Journey

• Digitalization + tech modernization initiatives & outcomes – Mapping out Santam Marine’s digital journey across various platforms
• Data strategy initiatives & outcome – driving data initiatives to ensure accuracy of data for reinsurance renewals and portfolio reviews
• Testing of systems
• Provide information systems support to all stakeholders as well as ensure efficient and effective reporting/data support to all internal and external clients.
• Identify and implement solutions to problems regarding operations and client flow and consult with users to determine source of specific error and recommend solution.
• Assist with processes and systems that ensure data management and document storage protocols are maintained.
• Liaise with business units for any new or proposed changes to Operating Systems.
• Lead liaison support and guidance between business and IT service provider (SGT) as well as Business Change team on all system and/or data related matters and initiatives.
  Lead liaison between business and system service providers on all MIS related matters.
• Assist in driving Santam Marine’s Digital Transformation Strategy.

People Management

• Performance management of staff through appropriate application and implementation of Company policies and procedures.
• Mentoring, Training and Development of staff so that they may reach their full potential.
• Contribute to, encourage and ensure teamwork in order to promote a healthy and engaged workforce.
• Develop a succession plan and growth opportunities within the Team

Client Liaison (Internal and External)

• Manage and maintain successful business relationships with relevant suppliers.
• Handle and resolve all relevant queries within authority levels and liaise with service providers.
• Work in conjunction with all internal resources and support structures to achieve desired business outcomes.

Budget

• Assist in the preparation of the budgets for Santam Marine, that is in line with the overall company strategy for growth and financial sustainability.
• Adhere to the budget set and approved by Executive Management through the generation of income and the control of expenses.

General Administration

• Production and / or sign-off of reports within stipulated timeframes
• Attend to the typing of general correspondence if and when necessary.
• Attend to all administration relating to the duties identified above and all other administration relevant day to day functions including typing of correspondence.

QUALIFICATIONS AND EXPERIENCE

• NQF 7 insurance or commercial related qualification
• Minimum 10 years’ Marine insurance experience
• Minimum 5 years Marine operational experience at senior level
• Excellent communication, project management and problem-solving skills
• Previous experience in managing large teams within Marine
• FAIS accreditation and RE5 a preference

COMPETENCIES and SKILLS

• Strong analytical skills to interpret data and generate actionable insights.
• Ability to work under pressure and meet tight deadlines.
• Excellent problem-solving skills.
• Leadership and team management abilities.
• Outstanding written and verbal communication skills
• Ability to multi-task
• Commerial minded

ABOUT SANTAM

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!

Our recruitment process

Onboarding

You made it. Here we ensure we receive all your documents to get you onto our payroll system.

Our recruitment process

Advertise

Step 1

Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.

Our recruitment process

Step 2

Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.

Our recruitment process

Step 3

Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.

Our recruitment process

Telephonic screening

Step 4

Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.

Our recruitment process

Your interview

Step 5

We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!

Our recruitment process

Assessment

Step 6

Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials.

Our recruitment process

Step 7

Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.

Our recruitment process

Onboarding

Step 8

You made it. Here we ensure we receive all your documents to get you onto our payroll system.

Our recruitment process

Advertise

Step 1

Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.

Our recruitment process

Step 2

Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.

Our recruitment process

Step 3

Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.

Our recruitment process

Telephonic screening

Step 4

Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.

Our recruitment process

Your interview

Step 5

We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!

Our recruitment process

Assessment

Step 6

Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials.

Our recruitment process

Step 7

Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.

Our recruitment process

Onboarding

Step 8

You made it. Here we ensure we receive all your documents to get you onto our payroll system.

TIPS & TRICKS Getting ready for your interview

There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.

Santam has been officially recognised by the Top Employers Institute as a Top Employer 2025 for excellence in people practices. This is the ninth consecutive year that we have achieved this accolade.

#J-18808-Ljbffr

Scam alert: Santam has become aware of an e-mail scam involving the unauthorised use of the Santam logo alongside another brand.Please note that this is a scam. We remind all clients that Santam will only communicate through official channels or the authorised broker. Learn more. Santam Specialist Solutions has a career opportunity for a Business Head: Operations in the Marine department which will be based in Gauteng. KEY RESPONSIBILITIES Primary Role Objective – Strategic Business fulfilment: Assist the business area in determining and continuously update the strategic plan for the Business Unit in order to deliver on the group’s overall objective of “sustainable & profitable growth” – i.e. Growth in top line GPW and growth in bottom line NUR. Assist the business area in the implementation and execution of the all the required strategic actions plans to achieve the overall objective of ‘sustainable & profitable growth’ The Business Head Operations will support the business with the management of daily operations within the claims and policy areas of the business. The role will further require strategic support to the Business Head Marines with financial, compliance, governance and risk-related matters that require accountability so that there is proper oversight. In addition, the role will require the undertaking of the product owner role for system development that requires oversight and management. To achieve the above, the following key actions (not exhaustive) are expected: Continuous development of detailed compliance and process guidelines and regulations in support of achieving the overall noted objective above and the ongoing oversight of implementation and execution thereof. Continuously develop and invest in people resources to ensure Santam Marine have the LEADING team of people and expertise that will deliver on the above noted objective.Build and develop other stakeholder relationships (Digital Service Providers, Reinsurers, Santam, etc.) to advance and maintain the Santam Marine industry leadership position and credibility. Promote and demonstrate the Santam Marine brand within the values framework of Excellence, Accountability, Integrity and Humanness both internally and externally. We are expected to do this in way that is consistent with Santam’s brand promise and commitment to Treating Customers Fairly. The above needs to be delivered and at the same time, the financial risks of Santam (the primary insurer and risk taker) and our reinsurers (secondary risk takers) need to be managed within agreed mandates, authorities, contracts, etc. KEY RESPONSIBILITIES Leadership Responsibility In conjunction with leadership team and the Business Leader, determine the long-term strategic objectives of the business. Ensure business growth through directing and managing business activities in specific areas of responsibility to ensure these are delivered in accordance with the organisational strategy. Plan, direct and manage activities as dictated by the overall strategy agreed so as to maintain and develop business growth in accordance with the agreed business strategy. Guide the underwriting, claims and support teams to deliver on the company’s brand promises of Strength, Relationships, Solutions, Longevity, Simplicity, Expertise and Consistency Report, manage and measure the performance of the business unit through Management Information, supplied to various management and performance review forums (i.e. QBR’s, Exco’s, Board Meetings, UW Seminars, etc.) Strategic Management Internal and External reporting requirements and deadlines are met. Contribution and co-ordination of Santam Marine overall and LOB budgeting process. Review and Resolution of queries relating to Santam Marine Financial results. Process breakdowns adequately resolved within reasonable timeframes. Drive process improvements where necessary. Formal and informal feedback from various stakeholders. Ensuring Office operations run smoothly in terms of Facilities Oversee Management Information Systems functions and System Support & Administration Data Governance Successful execution of the Group Data Stategy within Santam Marine. Successful implementation of the Data Governance framework within Santam Marine. Drive forward improvements in data quality and integrity. Timeous and efficient resolution of data quality issues within Santam Marine. Minimal number of Data incidents reported and unresolved. Support Santam Marine Head Data Owner (Business Leader) in all aspects relating to Data Governance. All milestones and deadlines met relating to various Data initiatives throughout group as they relate to Santam Marine KEY RESPONSIBILITIES Digital Journey Digitalization + tech modernization initiatives & outcomes – Mapping out Santam Marine’s digital journey across various platforms Data strategy initiatives & outcome – driving data initiatives to ensure accuracy of data for reinsurance renewals and portfolio reviews Testing of systems Provide information systems support to all stakeholders as well as ensure efficient and effective reporting/data support to all internal and external clients. Identify and implement solutions to problems regarding operations and client flow and consult with users to determine source of specific error and recommend solution. Assist with processes and systems that ensure data management and document storage protocols are maintained. Liaise with business units for any new or proposed changes to Operating Systems. Lead liaison support and guidance between business and IT service provider (SGT) as well as Business Change team on all system and/or data related matters and initiatives.Lead liaison between business and system service providers on all MIS related matters. Assist in driving Santam Marine’s Digital Transformation Strategy. People Management Performance management of staff through appropriate application and implementation of Company policies and procedures. Mentoring, Training and Development of staff so that they may reach their full potential. Contribute to, encourage and ensure teamwork in order to promote a healthy and engaged workforce. Develop a succession plan and growth opportunities within the Team Client Liaison (Internal and External) Manage and maintain successful business relationships with relevant suppliers. Handle and resolve all relevant queries within authority levels and liaise with service providers. Work in conjunction with all internal resources and support structures to achieve desired business outcomes. Budget Assist in the preparation of the budgets for Santam Marine, that is in line with the overall company strategy for growth and financial sustainability. Adhere to the budget set and approved by Executive Management through the generation of income and the control of expenses. General Administration Production and / or sign-off of reports within stipulated timeframes Attend to the typing of general correspondence if and when necessary. Attend to all administration relating to the duties identified above and all other administration relevant day to day functions including typing of correspondence. QUALIFICATIONS AND EXPERIENCE NQF 7 insurance or commercial related qualification Minimum 10 years’ Marine insurance experience Minimum 5 years Marine operational experience at senior level Excellent communication, project management and problem-solving skills Previous experience in managing large teams within Marine FAIS accreditation and RE5 a preference COMPETENCIES and SKILLS Strong analytical skills to interpret data and generate actionable insights. Ability to work under pressure and meet tight deadlines. Excellent problem-solving skills. Leadership and team management abilities. Outstanding written and verbal communication skills Ability to multi-task Commerial minded ABOUT SANTAM Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia. With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting. People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities. Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom! Our recruitment process Onboarding You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 1 Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2 Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3 Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screening Step 4 Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interview Step 5 We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process Assessment Step 6 Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7 Prior to an offer being made, there may be a second interview to meet with the Head of Department. Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 1 Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2 Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3 Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screening Step 4 Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interview Step 5 We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process Assessment Step 6 Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7 Prior to an offer being made, there may be a second interview to meet with the Head of Department. Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. TIPS & TRICKS Getting ready for your interview There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here. Santam has been officially recognised by the Top Employers Institute as a Top Employer 2025 for excellence in people practices. This is the ninth consecutive year that we have achieved this accolade. #J-18808-Ljbffr

Overview

Manager: Operations (Business Insurance) - Join to apply for the Manager: Operations (Business Insurance) role at Telesure Investment Holdings (TIH).

Get AI-powered advice on this job and more exclusive features.

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job purpose

Implement and manage strategic initiatives to enhance both customer and staff satisfaction, increase policy retention and drive organizational strategy in order to achieve company targets and objectives.

Responsibilities

• Operations Management: Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both). Ensure that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets. Enable the team through required business processes, systems and knowledge. Hold regular team meetings and ensure that actions are recorded and executed. Continuously monitor and address absenteeism trends.
• Leadership and Direction: Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Grow, develop, lead, motivate and empower the team. Contribute to the design and implement management and business plan for each Financial Year.
• Building Capability: Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise. Revise coaching needs and role profiles to customer focused context and expectations.
• Compliance: Ensure that all recruitment and employment is carried out in accordance to company policy and procedure and in compliance with current employment legislation. Deliver on treating Customers Fairly in alignment with regulatory requirements.
• Performance Management: Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Articulate and communicate key deliverables and business context to the team. Ensure development plans for the team are created, contracted and monitored. Ensure alignment of performance management contract to overall business drivers and customer experience expectations.
• Program Realization of Business Benefits: Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these.
• Project and Program Stakeholder Engagement: Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders and develop positive stakeholder relationships. Engage with all relevant people/other departments in the business and coordinate relevant inputs (people, systems and processes) to achieve or improve the required results (on time and according to the relevant quality standards).
• Work Scheduling and Allocation: Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
• Continuous Improvement: Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing our departmental processes, systems and protocols and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement and to ensure best practice.
• Budgeting & Costing: Track budgets and report variances to more senior colleagues. Effectively manage the financial requirements of the business unit to meet business and profit targets.
• Data Collection & Analysis: Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Present findings to relevant stakeholders when required.

Skills

• Commercial Acumen: Act independently to apply comprehensive understanding of the business environment and objectives developing solutions. Provide guidance and training to others.
• Verbal Communication: Apply comprehensive knowledge and guide and train others on how to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Data Collection and analysis: Apply comprehensive knowledge and guide and train others on how to analyze data trends for use in reports to help guide decision making.
• Review and Reporting: Apply comprehensive knowledge and guide and train others on how to review and create relevant, lucid and effective reports.
• Action Planning: Use comprehensive knowledge and guide and train others to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Planning and Organizing: Use comprehensive knowledge and guide and train others to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Computer skills: Independently support business processes with comprehensive understanding and the effective use of standard office equipment and standard software packages, while also providing guidance and training to others. Proficient in MS Office; IEX; Qlikview; Payroll; Avaya.
• Policy and Regulation: Apply comprehensive knowledge and guide and train others on how to interpret and apply comprehensive knowledge of laws, regulations and policies in area of expertise. FAIS Regulation; Labour Law Regulations.
• Presentation skills: Use comprehensive knowledge and skills to communicate with other people and provide guidance and training to others on how to speak in a clear, concise and compelling manner.
• Writing skills: Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
• Presentation creation: Apply concepts of knowledge / skill and provide technical guidance when required.
• Costing and Budgeting: Provide technical guidance when required for cost, budget and finance tasks.
• Project Management: Work independently and provide technical guidance when required on how to manage projects and/or programs within desired cost, time and quality parameters.

Education

Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA where applicable (Advantageous); A relevant 3-year Business related degree / diploma (Advantageous).

Experience

5 or more years experience in a decision making position, within a financial industry (Essential). 3 to 5 years experience in managing others and/or managing managers (Essential)

#J-18808-Ljbffr

Manager: Operations (Business Insurance) page is loaded# Manager: Operations (Business Insurance)locations: Gauteng, Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 13, 2025 (4 days left to apply)job requisition id: JR # **Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.***Job Purpose**Implement and manage strategic initiatives to enhance both customer and staff satisfaction, increase policy retention and drive organizational strategy in order to achieve company targets and objectives.**Responsibilities**Operations Management Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).Ensure that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets. Enable the team through required business processes, systems and knowledge. Hold regular team meetings and ensure that actions are recorded and executed. Continuously monitor and address absenteeism trends. Leadership and Direction Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Grow, develop, lead, motivate and empower the team. Contribute to the design and implement management and business plan for each Financial Year. Building Capability Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise. Revise coaching needs and role profiles to customer focused context and expectations. Compliance Ensure that all recruitment and employment is carried out in accordance to company policy and procedure and in compliance with current employment legislation. Deliver on treating Customers Fairly in alignment with regulatory requirements. Performance Management Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Articulate and communicate key deliverables and business context to the team. Ensure development plans for the team are created, contracted and monitored. Ensure alignment of performance management contract to overall business drivers and customer experience expectations. Program Realization of Business Benefits Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these. Project and Program Stakeholder Engagement Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders and develop positive stakeholder relationships. Engage with all relevant people/other departments in the business and coordinate relevant inputs (people, systems and processes) to achieve or improve the required results (on time and according to the relevant quality standards). Work Scheduling and Allocation Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed. Continuous Improvement Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing our departmental processes, systems and protocols and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement and to ensure best practice. Budgeting & Costing Track budgets and report variances to more senior colleagues. Effectively manage the financial requirements of the business unit to meet business and profit targets. Data Collection & Analysis Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Present findings to relevant stakeholders when required. SKILLS Commercial Acumen Act independently to apply comprehensive understanding of the business environment and objectives developing solutions. Provide guidance and training to others. Verbal Communication Apply comprehensive knowledge and guide and train others on how to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. Data Collection and analysis Apply comprehensive knowledge and guide and train others on how to analyze data trends for use in reports to help guide decision making. Review and Reporting Apply comprehensive knowledge and guide and train others on how to review and create relevant, lucid and effective reports. Action Planning Use comprehensive knowledge and guide and train others to develop appropriate plans or perform necessary actions based on recommendations and requirements. Planning and Organizing Use comprehensive knowledge and guide and train others to plan, organize, prioritize and oversee activities to efficiently meet business objectives. Computer skills Independently support business processes with comprehensive understanding and the effective use of standard office equipment and standard software packages, while also providing guidance and training to others.Proficient in MS Office.; IEX.; Qlikview.; Payroll.; Avaya. Policy and Regulation Apply comprehensive knowledge and guide and train others on how to interpret and apply comprehensive knowledge of laws, regulations and policies in area of expertise.FAIS Regulation.; Labour Law Regulations. Presentation skills Use comprehensive knowledge and skills to communicate with other people and provide guidance and training to others on how to speak in a clear, concise and compelling manner. Writing skills Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies. Presentation creation Apply concepts of knowledge / skill and provide technical guidance when required. Costing and Budgeting Provide technical guidance when required for cost, budget and finance tasks. Project Management Work independently and provide technical guidance when required on how to manage projects and/or programs within desired cost, time and quality parameters.**Education**Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA where applicable (Advantageous) A relevant 3-year Business related degree / diploma (Advantageous).**Experience**5 or more years experience in a decision making position, within a financial industry (Essential). 3 to 5 years experience in managing others and/or managing managers (Essential)Our Work Experience is the combination of everything that’s unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in our area.
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Business Planning and Operations Manager

Join to apply for the Business Planning and Operations Manager role at Visa

Business Planning and Operations Manager

Join to apply for the Business Planning and Operations Manager role at Visa

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Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Purpose

Support Business Planning and Operations for the South African business and partner with business development and functional units in managing Visa business to achieve the organization’s goals. Participate in creation of robust country and functional plans, track and report progress against plans aligned with timing of regular business reviews.

Align closely with BPO Head for SEA and BPO SEA team. Plan for and manage regular business functional reviews and participate in SA annual operating plan process, facilitate best possible resource allocation for key business initiatives. Coordinate collection of relevant data with functional units, business development teams and management.

Support the business development teams with deal modelling where needed.

Principle Responsibilities and Key Results Area

Business Analysis and Business Reporting

Provide business development teams, functional units and management with a clear picture of current business performance and progress towards targets via preparation of relevant reports and dashboards

Review monthly financial data produced by Finance department to ensure that information is accurate and work closely with Finance team to investigate any abnormalities for South Africa

Prepare monthly market profitability reports with commentary to highlight trends and key drivers contributing to the financial results.

Prepare and distribute quarterly market sales performance data.

Adhoc analysis such as deep dives into markets, clients, products, revenue streams to drive new sales efforts, identify gaps to targets and provide business insights that can support and enhance decision-making

Collate and review inputs about key business activities in the region from key internal stakeholders to produce weekly executive dashboard and monthly reporting pack for the executive.

Participate in prioritization, planning and execution of all market research requests for the Country.

Participate in creation of common Financial Reporting tools for the Region working closely with the SEA BPO team.

Track market dynamics and Visa’s market share in order to trigger competitive response where relevant

Design and develop appropriate reporting and MIS tools to transform complex data into concise and highly readable format

Conduct periodic review of the market to gather competitive insights for the region and work closely with the Hub to understand and interpret the information.

Teamwork and Training

Focus on the People aspect of the job, work effectively with CM, SA Leadership Team and SEA BPO Team to ensure achievement of collective objectives

Collaborate with others, communicate openly, and build strong relationships

Aim for Excellence through high quality of output and discussions

Educating SA business development teams on performance and financial related matters as well as effective use of financial tools and information.

Global Employee Engagement Survey. track, accelerate and support the survey process, analyze results and actively participate in development and execution of action plan

Collaborate where required with the Operations Controls team in order to facilitate a solid controls environment

Decision Making and Complexity

Operates under Country Manager supervision with guidance on complex projects.

Is expected to be the competence center for business analysis and financial modeling

Decisions are guided by policies, procedures and strategy.

Interprets business issues and recommends best practices.

Reporting Relationships and Interactions

This individual is expected to interact effectively with all levels of Visa management and staff in SA region and BPO organization in SEA region.

Key Competencies

Strategic thinking, exceptional analytical skills and financial acumen

Ability to clearly communicate at different levels, verbally and in writing, compelling messages to senior managers and other stakeholders

Ability to influence and execute relentlessly

Self-confident and hands-on, with the ability to operate in a fast paced and constantly changing work environment

Ability to rally corporate resources and functional experts to drive business objectives

Strong interpersonal and leadership skills to influence and build credibility with various SSA functions and Country teams, in order to work in a matrix organization

Project management skills and strong execution ability to deliver against tight deadlines

Collaborative and resilient

Ability to learn quickly, deal with complexity and lead change

Aptitude to source relevant information and facilitate timely decisions and tolerance for ambiguity

Ability to quickly assess an opportunity, using industry experience and fact based analysis

Good command of MS Excel and MS PowerPoint

Work with strict and short deadlines

Strategic planning skills, think globally, act locally.

Ability to work in highly diverse international environment and deal with complexity,

Ability to build strong stakeholder relationships across a matrix organization

Strong execution ability and a sense of urgency

Conduct analysis to identify complex issues and structure and manage recommendations that drive priorities and demonstrate results to business lines

Balance facilitation, influence and content contributions to help business leadership design and advance their business and financial objectives

Respect diversity in the workplace

Reporting Relationships

The position is based in SA and reports to the Country Cluster Manager for South Africa, Eswatini and Lesotho.

This is an individual contributor role, with no direct reports

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications

5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD



Preferred Qualifications

6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

Required Experience Education, skills professional, technical, business

А minimum of 8 years of experience in business analysis, strategy, management consulting, payments industry, financial services.

Ability to work within a complex and often ambiguous environment, to drive rigorous, fact based recommendations to senior management, other executive, functional, or regional management while supporting syndication with stakeholders across the organization.

Superior analytical, quantitative, modelling and problem solving skills, with demonstrated intellectual and analytical rigor addressing a wide variety of functional business problems.

Personal presence and ability to clearly communicate compelling messages to business development and functional teams

Ability to structure and manage multiple initiatives simultaneously and drive to completion

Ability to quickly assess an opportunity’s potential, leveraging fact based analysis and industry experience.

Team oriented, collaborative, diplomatic and flexible.

Exceptional written and oral communication skills, exceptional interpersonal skills and proven ability to influence and communicate effectively across regional and functional lines.

Global or multi-national business experience strongly preferred.

Experience in business analysis, financial modelling, strategic planning, creative thinking and solution development

Excellent time management skills. Ability to prioritize and achieve goals with minimal management oversight

Project management skills

Prior experience leading meetings and effectively delivering presentations to large audiences

Demonstrated organizational skills

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Industries IT Services and IT Consulting

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Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Purpose

Support Business Planning and Operations for the South African business and partner with business development and functional units in managing Visa business to achieve the organization’s goals. Participate in creation of robust country and functional plans, track and report progress against plans aligned with timing of regular business reviews.

Align closely with BPO Head for SEA and BPO SEA team. Plan for and manage regular business functional reviews and participate in SA annual operating plan process, facilitate best possible resource allocation for key business initiatives. Coordinate collection of relevant data with functional units, business development teams and management.

Support the business development teams with deal modelling where needed.

Principle Responsibilities and Key Results Area

Business Analysis and Business Reporting

Provide business development teams, functional units and management with a clear picture of current business performance and progress towards targets via preparation of relevant reports and dashboards

Review monthly financial data produced by Finance department to ensure that information is accurate and work closely with Finance team to investigate any abnormalities for South Africa

Prepare monthly market profitability reports with commentary to highlight trends and key drivers contributing to the financial results.

Prepare and distribute quarterly market sales performance data.

Adhoc analysis such as deep dives into markets, clients, products, revenue streams to drive new sales efforts, identify gaps to targets and provide business insights that can support and enhance decision-making

Collate and review inputs about key business activities in the region from key internal stakeholders to produce weekly executive dashboard and monthly reporting pack for the executive.

Participate in prioritization, planning and execution of all market research requests for the Country.

Participate in creation of common Financial Reporting tools for the Region working closely with the SEA BPO team.

Track market dynamics and Visa’s market share in order to trigger competitive response where relevant

Design and develop appropriate reporting and MIS tools to transform complex data into concise and highly readable format

Conduct periodic review of the market to gather competitive insights for the region and work closely with the Hub to understand and interpret the information.

Teamwork and Training

Focus on the People aspect of the job, work effectively with CM, SA Leadership Team and SEA BPO Team to ensure achievement of collective objectives

Collaborate with others, communicate openly, and build strong relationships

Aim for Excellence through high quality of output and discussions

Educating SA business development teams on performance and financial related matters as well as effective use of financial tools and information.

Global Employee Engagement Survey. track, accelerate and support the survey process, analyze results and actively participate in development and execution of action plan

Collaborate where required with the Operations Controls team in order to facilitate a solid controls environment

Decision Making and Complexity

Operates under Country Manager supervision with guidance on complex projects.

Is expected to be the competence center for business analysis and financial modeling

Decisions are guided by policies, procedures and strategy.

Interprets business issues and recommends best practices.

Reporting Relationships and Interactions

This individual is expected to interact effectively with all levels of Visa management and staff in SA region and BPO organization in SEA region.

Key Competencies

Strategic thinking, exceptional analytical skills and financial acumen

Ability to clearly communicate at different levels, verbally and in writing, compelling messages to senior managers and other stakeholders

Ability to influence and execute relentlessly

Self-confident and hands-on, with the ability to operate in a fast paced and constantly changing work environment

Ability to rally corporate resources and functional experts to drive business objectives

Strong interpersonal and leadership skills to influence and build credibility with various SSA functions and Country teams, in order to work in a matrix organization

Project management skills and strong execution ability to deliver against tight deadlines

Collaborative and resilient

Ability to learn quickly, deal with complexity and lead change

Aptitude to source relevant information and facilitate timely decisions and tolerance for ambiguity

Ability to quickly assess an opportunity, using industry experience and fact based analysis

Good command of MS Excel and MS PowerPoint

Work with strict and short deadlines

Strategic planning skills, think globally, act locally.

Ability to work in highly diverse international environment and deal with complexity,

Ability to build strong stakeholder relationships across a matrix organization

Strong execution ability and a sense of urgency

Conduct analysis to identify complex issues and structure and manage recommendations that drive priorities and demonstrate results to business lines

Balance facilitation, influence and content contributions to help business leadership design and advance their business and financial objectives

Respect diversity in the workplace

Reporting Relationships

The position is based in SA and reports to the Country Cluster Manager for South Africa, Eswatini and Lesotho.

This is an individual contributor role, with no direct reports

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications
5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
Required Experience Education, skills professional, technical, business
А minimum of 8 years of experience in business analysis, strategy, management consulting, payments industry, financial services.
Ability to work within a complex and often ambiguous environment, to drive rigorous, fact based recommendations to senior management, other executive, functional, or regional management while supporting syndication with stakeholders across the organization.
Superior analytical, quantitative, modelling and problem solving skills, with demonstrated intellectual and analytical rigor addressing a wide variety of functional business problems.
Personal presence and ability to clearly communicate compelling messages to business development and functional teams
Ability to structure and manage multiple initiatives simultaneously and drive to completion
Ability to quickly assess an opportunity’s potential, leveraging fact based analysis and industry experience.
Team oriented, collaborative, diplomatic and flexible.
Exceptional written and oral communication skills, exceptional interpersonal skills and proven ability to influence and communicate effectively across regional and functional lines.
Global or multi-national business experience strongly preferred.
Experience in business analysis, financial modelling, strategic planning, creative thinking and solution development
Excellent time management skills. Ability to prioritize and achieve goals with minimal management oversight
Project management skills
Prior experience leading meetings and effectively delivering presentations to large audiences
Demonstrated organizational skills

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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