This role demands strategic oversight of daily operations while fostering a culture of continuous improvement and high performance.

Role Overview

As the Operations Manager at Global Excel Management Services (Mauritius) Ltd, you are entrusted with leading and supervising cross-functional teams to ensure exceptional service delivery, operational efficiency, and customer satisfaction. This role demands strategic oversight of daily operations while fostering a culture of continuous improvement and high performance.

Key Responsibilities

Team Leadership & Supervision

• Lead and manage cross-functional teams.
• Conduct regular coaching, performance reviews, and skills development programs.
• Foster a high-performance culture through motivation, mentoring, and accountability.

Operational Excellence

• Oversee daily operations, ensuring adherence to service level agreements (SLAs) and quality standards.
• Set and monitor performance targets aligned with business objectives.
• Drive process optimization and continuous improvement initiatives.

Customer Experience & Service Quality

• Develop and implement strategies to enhance customer satisfaction and service delivery.
• Monitor and analyze customer feedback to identify improvement opportunities.
• Ensure timely and effective resolution of customer issues and escalations.

Performance Monitoring & Reporting

• Track and report on key performance indicators (KPIs) to measure team effectiveness and operational health.
• Use data-driven insights to inform decision-making and strategic planning.

Stakeholder Collaboration

• Collaborate with internal departments (e.g., IT, HR, Compliance) and external stakeholders to ensure seamless project execution.
• Act as a liaison between frontline teams and senior management to align operational goals with corporate strategy.

Experience & Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field. A Master’s degree or professional certifications (e.g., Lean Six Sigma, PMP) is a plus.
• Minimum 5–7 years in operations management, preferably within the insurance or financial services sector.
• Strong leadership and people management capabilities.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in performance management tools and back office systems.
• Effective communication and stakeholder management.

Challenges

• Managing high-volume claims while maintaining service quality and turnaround times.
• Balancing operational efficiency with personalized customer service.
• Navigating cross-functional dependencies and aligning diverse teams toward common goals.
• Adapting to evolving regulatory requirements and market dynamics.

Success Measures

• Achievement of SLA and KPI targets (e.g., claim resolution time, customer satisfaction scores).
• Reduction in operational inefficiencies and process bottlenecks.
• Improvement in employee engagement and retention within the operations team.
• Successful implementation of strategic initiatives and continuous improvement projects.
• Positive feedback from internal and external stakeholders.