Senior Manager - Quality Excellence

About the role

The Senior Manager – Quality Excellence will lead the Quality Excellence function for the UK Property & Casualty insurance vertical, coordinating with stakeholders at all levels. Based in Cape Town, the role ensures the implementation of a robust quality management framework, driving performance and client satisfaction across multiple accounts.

Key responsibilities

• Develop and maintain a strong quality control system, measuring performance against agreed KPIs and delivering a positive customer experience.
• Analyse business processes, identify gaps, and design mitigation plans for continuous quality improvement.
• Oversee quality assurance across all processes, manage governance, reporting, and standardisation initiatives for each client.
• Support business development activities, including RFP and RFI responses from a quality perspective.
• Establish and maintain quality compliance to meet internal, business, and ISO certification requirements.
• Facilitate best‑practice sharing and implement relevant improvements.
• Plan and manage budget and resource allocation for the assigned vertical.

Required profile

• Graduate degree in any discipline with at least 18 months in a similar role, preferably with leadership responsibilities.
• Minimum 2 years of managerial experience in quality excellence with proven financial results.
• 5 + years of business/operations experience, including 2–3 years in a BPO environment.
• 3 + years of quality experience using Six Sigma and Lean methodologies.
• Prior exposure to the UK insurance sector is highly preferred.

Required skills

• Six Sigma
• Lean
• Process improvement
• Project execution