Senior Manager - Delivery

About the role

The Senior Manager – Operations & Customer Service is responsible for leading large-scale operations and customer service functions, ensuring excellence in client delivery, customer experience, operational performance, financial outcomes, and people leadership.

What you'll do

• Lead and oversee end-to-end Operations and Customer Service functions
• Ensure achievement of all Service Level Agreements (SLAs), productivity, quality, compliance, and customer satisfaction metrics
• Drive operational excellence initiatives focused on efficiency, accuracy, cost optimization, and scalability
• Proactively identify risks, issues, and opportunities and implement effective mitigation strategies
• Establish governance frameworks and performance management routines to ensure consistent execution

What you need

• 15–20 yrs of experience
• Customer service
• Insurance
• Budgeting
• Reporting
• Performance management
• Compliance
• Any graduate

Good to have

• Talent management
• Employee engagement