Senior Operation Team Leader

About CED Tunisia

CED Tunisia is part of CED Group, a leading European provider of claims management and loss adjusting services. With over 1,500 professionals across 14 countries, CED Group helps insurers, corporates, property managers, and public institutions protect and restore value for citizens across Europe.

Since its establishment in 2019, our Tunis office has been a strategic hub for the Group, driving the development, structuring, and optimization of CED’s international services. Our team plays a pivotal role in delivering high-quality, people-centered solutions that impact clients across Europe.

As part of our continued growth, we are looking for an experienced Operations Team Leader to lead multiple operational teams and actively contribute to operational excellence across our activities.

Key Responsibilities

• Manage and supervise several Team Leaders and their teams (approximately 60–100+ FTE), ensuring strong leadership and operational alignment.
• Define and drive operational strategy, performance objectives, productivity targets, and service quality standards in line with business goals.
• Ensure high-quality service delivery across claims processing and customer support activities.
• Monitor, analyze, and interpret operational KPIs, identify performance trends, and provide regular reporting to senior management.
• Lead continuous improvement initiatives, process optimization, and operational efficiency projects.
• Handle complex operational escalations and support cross-functional collaboration with internal stakeholders.
• Contribute to workforce planning, talent development, leadership growth, and succession planning.
• Work closely with other departments (HR, Quality, IT, Finance, etc.) to align operations with group-wide objectives.

Requirements:

• Proven experience in operations management or large-scale team management (experience in BPO, insurance, or shared services is a strong plus).
• Strong leadership skills with demonstrated experience managing managers.
• Strategic mindset with excellent analytical and decision-making abilities.
• Excellent communication and interpersonal skills.
• Very good command of English and French.
• Comfortable working in a fast-paced, performance-driven environment.