Customer Service Project Manager

Overview

You’ll take ownership of customer service change that customers actually notice — and you’ll deliver it end-to-end. This Customer Service Project Manager role is a 10-month contract inside a leading insurance environment, where service performance, regulatory pressure, and operational reality collide. You’ll sit at the intersection of CX, operations, and technology, turning service pain points into shipped improvements with measurable impact.

Context & Impact

You’ll be improving the engine room of the service ecosystem: contact centre workflows, service processes, and the platforms that support them. Your projects will influence how quickly customers get help, how consistently issues are resolved, and how confidently the business meets obligations like TCF, POPIA, and FAIS. You’ll use real performance signals (NPS, CSAT, FCR, AHT, SLA adherence) to shape scope, prioritise delivery, and prove benefits.

Why this role is exciting

• You’ll run delivery end-to-end — from scoping and planning through rollout and benefits realisation, not just status reporting.
• You’ll lead cross-functional delivery across contact centre, operations, IT, compliance, and digital — where alignment is earned, not assumed.
• You’ll work in a regulated financial services environment, where good delivery includes building for compliance (TCF/POPIA/FAIS) from day one. You’ll translate service metrics into action, turning performance insight into practical project scope that moves the numbers.
• You’ll modernise journeys through automation, self-service, and digital enablement — then make adoption stick with real change management.

What we’re looking for

You’re an experienced PM (7+ years) who’s delivered complex change in customer service, contact centre, or financial services environments. You’re comfortable owning ambiguity, making trade-offs, and driving outcomes across multiple stakeholder groups — including vendors and senior leaders. You understand service operations well enough to challenge assumptions, and you’re data-literate enough to build a case and prove results. Exposure to Agile/Waterfall/hybrid delivery (and certifications like PRINCE2/PMP) is a plus — but judgement and delivery discipline matter most.

How to Apply

To apply, register via the Deviare talent platform: https://talent.deviare.africa.