Operations Manager

Operations Manager: Commissions

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Commissions

The Commissions Division forms part of Corporate Shared Services and is responsible for the administration, management, and payment of intermediary and channel remuneration across Discovery's distribution channels. The division plays a critical role in ensuring the accurate and efficient processing of commissions while delivering exceptional service to internal and external stakeholders.

Key Purpose

The Operations Manager: Commissions is responsible for the overall management, optimisation, and governance of Discovery's Commissions Operation Services environment. The role provides strategic and operational leadership to ensure the effective delivery of customer service to intermediaries (across DSY RSA composites), while maintaining alignment with regulatory requirements, business objectives, and service excellence standards.

The incumbent will be responsible for managing all customer service activities within the commission’s environment, driving continuous improvement, implementing effective governance structures, mitigating operational risks, and ensuring a high-performing team capable of delivering against business priorities and stakeholder expectations.

Key Responsibilities

Operational Leadership

• Lead and manage the day-to-day service operations of the Commissions Division.
• Develop and execute operational strategies aligned to business goals and objectives.
• Ensure operational effectiveness, efficiency, and service excellence across all commission-related activities.
• Establish and maintain standard operating procedures (SOPs) and operational controls.
• Drive continuous improvement initiatives to enhance service delivery and operational performance.

Strategic Planning and Delivery

• Develop strategic and operational plans for the division.
• Lead and represent key projects, initiatives, and business improvement programmes impacting Commissions.
• Translate strategic objectives into measurable operational outcomes.
• Develop support structures and frameworks to facilitate the successful delivery of business objectives.

Stakeholder and Relationship Management

• Build and maintain strong relationships with business units, distribution channels, advisers, intermediaries, Finance, Compliance, Risk, and other key stakeholders.
• Serve as the primary operational escalation point for commission-related matters.
• Influence and collaboration across business areas to ensure successful implementation of initiatives and operational outcomes.
• Facilitate effective communication and engagement across all levels of the organisation.

Risk, Compliance and Governance

• Ensure compliance with applicable legislation, regulatory requirements, and company policies.
• Maintain alignment to the Group Compliance Framework and associated governance standards.
• Identify, assess, manage, and mitigate operational risks.
• Escalate material risks and issues appropriately and timeously.
• Ensure audit readiness and implementation of remedial actions where required.

People Leadership

• Lead, coach, develop, and motivate multiple operational teams.
• Drive a culture of accountability, performance excellence, and continuous learning.
• Manage workforce planning, succession planning, and resource allocation.
• Establish performance objectives and monitor delivery against agreed KPIs.
• Foster employee engagement and a high-performance team environment.

Reporting and Business Intelligence

• Develop and deliver operational reporting for management and key stakeholders.
• Create dashboards, scorecards, and tracking mechanisms to monitor business performance.
• Analyse operational trends and identify opportunities for improvement.
• Provide actionable insights and recommendations to support business decision-making.

Resource Planning and Financial Management

• Oversee resource planning and forecasting activities.
• Ensure optimal utilisation of resources to meet operational demands.
• Support budget planning and management within the division.
• Apply sound financial principles to operational decision-making.

Key Performance Areas (KPAs)

• Operational efficiency and service delivery
• Stakeholder satisfaction
• Regulatory compliance and risk management
• Process improvement and innovation
• Team performance and engagement
• Project delivery and implementation
• Reporting accuracy and business insight
• Achievement of strategic and operational objectives

Personal Attributes and Competencies

Leadership Competencies

• Strategic Thinking
• People Leadership
• Performance Management
• Change Management
• Stakeholder Influence

Functional Competencies

• Operational Management
• Project Management
• Risk Management
• Compliance and Governance
• Process Improvement
• Business Intelligence and Reporting

Behavioural Competencies

• Strong communication and interpersonal skills
• Sound business judgement
• Strong analytical capability
• Decision-making and problem-solving skills
• Results-oriented approach
• High levels of accountability and ownership
• Ability to manage complexity and competing priorities

Qualifications

Essential

• Relevant Degree/Diploma (e.g. Batchelor of Business Admin).

Advantageous

• Leadership or Management qualification
• Lean Six Sigma certification

Experience

Essential

• Minimum 5 years' operational management experience.
• Minimum 3 years' experience within the Financial Services industry.
• Minimum 3 years' stakeholder or relationship management experience.
• Experience managing multiple operational teams.
• Demonstrated experience managing end-to-end operational processes.
• Strong reporting, analytics, and performance management experience.

Advantageous

• Experience within commissions, remuneration, broker administration, or distribution support environments.
• Call center operations management experience.
• Experience within insurance, investments, wealth management, or employee benefits environments.
• Knowledge of call center technologies and operational systems.

Technical Knowledge

• Financial Services regulatory environment
• Operational risk and controls
• Commission and remuneration administration
• Business process optimisation
• Performance reporting and dashboard development
• Advanced Microsoft Excel and reporting tools
• Workforce and operational planning
• Financial acumen and budgeting principles

Employment Equity

The Company's approved Employment Equity Plan and targets will be considered as part of the recruitment process. As Equal Opportunities Employer, we actively encourage and welcome applications from suitably qualified candidates, including people with disabilities.

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.