Delivery and Process Manager | Cape Town

SUMMARY:
Delivery and Process Manager | Cape Town

POSITION INFO:

Role: Delivery and Process Manager 

Location: Cape Town | Western Cape

Category: Insurance

Salary: Market-Related

About the Company

We are a premier global loyalty and benefits company. We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. Our unique expertise and insight into high-earning, frequent travellers helps us create products and solutions that inspire greater customer engagement, enrich travel experiences, protect what matters, and assist in times of need.

While specialising in Financial Services, Travel, and Retail, we support clients across multiple sectors. We have worked with over 90 airlines, 20 hotel groups, and more than 600 financial institutions and banks, with a portfolio that includes many of the world''s leading premium brands. With over 30 years’ experience in 170 countries, we are a privately-owned entrepreneurial business with 2,000 passionate people working across 20 worldwide locations.

Our Mission: We focus on doing good beyond profit. This means we seek out opportunities for our people to share in our success and actively give back to the communities within which we work.

The Opportunity

Our Insurance Division is seeking an experienced Delivery & Process Manager to join our Cape Town team.

In this pivotal role, you will lead operational change, process governance, and continuous improvement initiatives across our regional and global Operations functions. This position is ideally suited for a strategic yet execution-focused leader with strong project delivery, stakeholder management, and service transition experience within insurance, financial services, or highly regulated environments.

Key Responsibilities

• Operational Change & Improvement: Lead business transformation, driving continuous improvement initiatives and operational excellence across the function.

• Service Transition: Manage onboarding activities and seamless service transition for new clients and programs.

• Governance & Risk: Drive operational readiness, manage RAID logs, and maintain strict governance, risk management, and compliance standards.

• Documentation & Audit: Own and maintain operational documentation, workflows, and robust audit readiness.

• Cross-Functional Coordination: Collaborate with global, cross-functional teams spanning Operations, Technology, and Commercial sectors to ensure seamless delivery.

• Project Management: Manage end-to-end project plans, timelines, and execution strategies.

What We Are Looking For

Experience & Qualifications

• Industry Expertise: Proven experience working within Insurance, Financial Services, or similar highly regulated sectors.

• Change Leadership: Strong, demonstrable background in project and change management delivery.

• Process Excellence: Hands-on experience in process mapping and continuous improvement methodology (Lean / Six Sigma certifications are highly desirable).

• Frameworks: Solid understanding of service transition frameworks and operational governance.

Skills & Attributes

• Stakeholder Management: Exceptional communication skills with the ability to influence and manage senior stakeholders across multiple geographies.

• Risk Acumen: Experience navigating operational risk, external audits, and regulatory compliance.

• Adaptability: A proactive, entrepreneurial mindset suited to a fast-paced, evolving global business.