Operations Support Manager

About the role

The Operations Support Manager (OSM) leads a team of Operational Support staff, ensuring smooth office administration, compliance and productivity. The role partners closely with advisors, regional managers and business managers to drive operational excellence and continuous improvement.

Key responsibilities

• Ensure Service Operating Procedures (SOPs) for New Business and Existing Business are understood, applied and regularly updated.
• Oversee daily/weekly IG (InteGreat) case capture, merit list and 51 Club reporting.
• Support operations teams with problem cases, complaints and escalations, and monitor compliance checks.
• Manage office operations, including equipment, building maintenance, and business continuity planning.
• Lead conservation activities such as expense management, open work, missed premiums and persistency management, providing regular reports.
• Oversee 3G data usage and costs, administer top‑ups and address data abuse.
• Manage asset lifecycles, ensuring timely receipt and return of devices.
• Provide input to Regional Managers on customer complaint resolution and track open work progress.
• Analyse trends (missed premiums, persistency, underwriting deviations, expenses, asset returns) and present recommendations.
• Build trusted relationships with Financial Advisors, Regional Managers and Business Managers, attending sales meetings to share insights.

Required profile

• Proven experience leading operational support or administration teams.
• Strong stakeholder management and communication skills.
• Ability to drive process improvement and embed best practices.
• Detail‑oriented with a focus on compliance and quality assurance.
• Comfortable working in a fast‑paced financial services environment.

Required skills

What we offer

• Opportunity to work within a leading African financial services firm.
• Collaborative environment with strong focus on professional development.
• Competitive compensation and benefits package.