Head: Operations
Listed on 2026-08-26
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Management
Operations Management, Change Management, Project & Program Management -
Business
Operations Management, Change Management
Location: Parktown
Lead the development and execution of HINT's Life Operations strategy across all Life subsidiaries.
Operating within HINT's federated model, the role establishes group-wide operating standards, governance frameworks and improvement strategies while enabling in-country teams to execute. The role is accountable for improving operational performance, customer outcomes, operational resilience and cost efficiency through standardisation, process optimisation, digitisation, automation and AI.
Working closely with country leadership, the role drives operational excellence across the Life insurance value chain while respecting local accountability for execution.
Reports to:
Managing Executive:
Life
Operations Strategy & Governance:
- Develop and maintain the HINT Life Operations strategy and target operating model.
- Establish group-wide operating standards, policies and governance frameworks.
- Drive consistent operating practices across subsidiaries while allowing for local regulatory requirements.
- Lead governance forums that provide oversight, alignment and accountability across Life Operations.
- Improve operational efficiency, productivity and cost-to-serve across Life businesses.
- Drive process simplification, standardisation and workflow optimisation.
- Identify opportunities for shared services, shared solutions and reuse across markets.
- Develop business cases that improve operational capability and financial performance.
Experience:
- Establish operational KPIs, SLAs and performance reporting across subsidiaries.
- Monitor operational performance, identify root causes and lead improvement initiatives.
- Benchmark performance across markets and facilitate best-practice sharing.
- Own the strategy for customer service excellence, including customer satisfaction and NPS improvement.
Provide centre-led leadership across the Life operations value chain, including:
- New Business and Underwriting Operations
- Policy Administration and Servicing
- Premium Collection and Billing
- Claims Operations
Drive consistent operating standards, improved turnaround times, service quality and operational excellence across all operational functions.
Risk, Controls & Operational Assurance:- Establish a strong operational control environment across Life Operations.
- Define operational risk, quality assurance and control frameworks.
- Monitor operational risk, incidents and remediation activities.
- Partner with Risk, Compliance and Internal Audit to maintain a consistently strong control environment across subsidiaries.
- Partner with Technology, Data and Digital teams to modernise Life Operations.
- Drive digitisation, automation and AI across operational processes.
- Improve process design, data quality and operational workflows.
- Establish and oversee a structured operational improvement and transformation portfolio (PMO)
- Act as the central Life Operations leader within HINT.
- Build strong relationships with country MDs, Life Excos and Operations leaders.
- Collaborate with Technology, Distribution, Actuarial, Finance, Risk and Compliance teams.
- Influence without direct authority within a matrix operating environment.
- Assess operational maturity across subsidiaries.
- Support countries through diagnostics, coaching and targeted capability uplift.
- Build leadership capability within Life Operations teams.
- Promote knowledge sharing and adoption of best practices across HINT.
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