Job Ref #: Head of Customer Experience (MVIA_12_2026)
Industry: Insurance
Job Type: Permanent
Positions Available: 1

Job Description

At MVIA we believe in delivering excellence and driving growth together.

Location: Southern Suburbs, Cape Town

 

MVIA is seeking an accomplished and execution-focused Head of Customer Experience to lead and optimise the Group’s end-to-end operational environment across insurance and non-insurance value-added products. This senior leadership role is suited to a commercially astute leader with strong people management capabilities, a focus on excellence, and a passion for scalable, compliant, high-performance operations.

 

You will be responsible for directing and overseeing multiple operational functions and teams within the MVIA Group. This includes ensuring alignment with strategic objectives, regulatory requirements, and service excellence standards. The role is critical in enabling growth, improving operational efficiency, and consistently delivering an exceptional client and partner experience.

 

Key Responsibilities

• Provide strategic and operational leadership across all operational departments within the MVIA Group.
• Oversee daily operations to ensure efficiency, accuracy, scalability, and regulatory compliance.
• Oversee customer experience outcome, including service quality, turnaround times and customer satisfaction.
• Lead, manage, and develop senior managers and operational teams across multiple business units.
• Design, implement, and continuously refine operational frameworks and workflows.
• Define, monitor, and report on operational KPIs, SLAs, and performance metrics at Group level.
• Drive process improvement, automation, and systems optimisation initiatives across the business.
• Ensure consistent application of Standard Operating Procedures (SOPs) and internal controls.
• Partner with Compliance, Risk, Finance, IT, Sales, and Product teams to support strategic execution.
• Identify operational risks and implement mitigation strategies to protect clients, partners, and the business.
• Oversee capacity planning, resource allocation, and workforce optimization.
• Support executive leadership with operational insights, reporting, and decision-making.
• Lead change management initiatives to support growth, transformation, and continuous improvement.

Job Requirements

Qualifications and Experience

• Relevant tertiary qualification in Business Management, Operations, Finance, Insurance, or a related field (preferred)
• 8 to 12 years’ experience in Senior Operations or General Management roles
• Proven experience within insurance, financial services, or high-volume regulated environments (strong advantage)
• Demonstrated experience managing large, multi-disciplinary operational teams
• The role operates within a multi-system, high-volume environment, including CRM, policy administration, claims, and workflow management systems. Experience in driving system integration, automation, and digital transformation will be highly advantageous.

 

Skills and Knowledge

• Strong leadership, people management, and succession-planning capability
• Excellent stakeholder management skills, including executive and board-level engagement
• Deep understanding of operational governance, compliance, and risk management
• Proven track record in process optimisation, automation, and systems-driven efficiency
• Strong analytical, reporting, and performance management skills
• Financial and commercial acumen with the ability to balance cost, risk, and service delivery
• High proficiency in operational systems, dashboards, and reporting tools

 

Core Competencies

• Strategic Thinking: Aligns operations with long-term business objectives
• Execution Excellence: Converts strategy into measurable operational outcomes
• Client Centricity: Ensures operational decisions enhance client and partner experience
• Business Acumen: Understands market dynamics and commercial drivers
• Results Driven: Delivers consistently against performance targets
• Collaboration: Builds strong cross-functional partnerships across the Group

 

Behavioural Competencies

• Leadership Presence: Inspires confidence, accountability, and high performance
• Complexity Management: Navigates scale, change, and competing priorities effectively
• Change Leadership: Drives adoption of new systems, processes, and ways of working
• Critical Thinking: To base decisions on a logical analysis of the available evidence, by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Integrity & Governance: Upholds strong ethical standards and operational discipline
• Systems Orientation: Leverages technology to create scalable and efficient operations
• Problem Solving: To identify potential difficulties and their causes and generates workable solutions and makes rational judgments.

 

Why Join Us?

MVIA is a purpose-driven, high-growth organisation at the forefront of the automotive insurance and value-added products ecosystem. As Head of Operations, you will play a pivotal role in shaping how the Group scales, performs, and delivers value—while working alongside a passionate executive team in a dynamic, fast-paced environment.

 

This role offers the opportunity to directly influence customer experience transformation, operational excellence, and scalable growth across the Group.

 

Ready to lead operations at scale? Apply now and be part of building the future of MVIA.