Role Purpose

The focus of this job is on achieving results which are aligned with the larger picture of the organization and its strategic goals.

The Operations Manager plans, coordinates, and directs service delivery for one or more of our clients. They ensure that client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.

The job requires getting things done quickly as well as professionally and handling a variety of activities. Self-assurance and the confidence to purposely drive toward results while constantly problem-solving and engaging commitment of others is essential.

Primary Responsibilities

Management and Leadership:

• Lead and Manage +- 8 Team Managers to meet and exceed business objectives (client and corporate service, quality and contribution goals as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI's across the site
• Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain best talent
• Line management responsibilities for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues
• Supervisory responsibilities for multiple teams with more than one client
• Conduct regular meeting with coaches/team managers as needed
• Ensure GOS (Global Operating Standards) are consistently achieved and appropriate actions taken to address shortfall
• Undertake formal monthly performance reviews and one to one meeting with direct reports against KPI's and behaviors. This includes regular observations
• Apply process of continuous review and proactive management of absenteeism and attrition across all teams taking appropriate action where necessary in line with company process and policy

Management and Leadership Continue:

• Management of any campaign migration or new business implementation
• Ensure actions from employee satisfaction survey are implemented and continuously reviewed
• Responsible for embedding global, site and campaign employee engagement programs/initiatives into the operational cadence. Including employee health, safety and well being
• Work with the training department to ensure their direct reports are properly trained in their area of responsibility
• Development and mentoring of direct reports to provide opportunities for skills expansion and career development
• Build robust relationships with other business areas and support teams
• Ensure call monitoring in undertaken in line with GOS and reported monthly across representative sample of all transaction types and appropriate action taken to correct shortfall
• Ensure team has/have complete awareness and understanding of all SLA's, KPI's and business objectives
• Demonstrate effective engagement and employee recognition

Financial Results & Business Acumen - Must be able to clearly demonstrate the below:

• Action commercial decisions affecting P&L
• Create budgets/forecasts and tracks financial performance against plan
• Responsible for the accurate tracking of costs related to or billable to the client
• Responsible for ensuring that all related prices, costs, etc are kept up to date
• Responsible for the accurate and timely invoicing of clients
• Ensure process audits are completed quarterly for each customer related transactions and improvement plans agreed
• Ensure forecasts and work schedules are accurate using relevant client information, workforce management team and scheduling tools
• An understanding in which operational levers to pull in order to positively impact financial and operational performance
• A working knowledge of how to integrate and manage differing billing models on a campaign 

Client Management

• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to operation performance.
• Apply the process of tracking client satisfaction and complaints in terms of response and resolution.
• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded.
• Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed time scales and to required quality  
• Coordinate assessment and responses to any client change control requests  
• Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews  
• Maintain updated client contracts by documenting changes in scope and conducting periodic reviews.  
• Develop and maintain partnerships with clients to increase business and client satisfaction by offering proactive solutions.

Competencies

Meet Client Needs:

• Create systems and processes that make it easy for clients to do business with the company
• Seeks feedback from clients to identify improvement opportunities
• Track Performance against client requirements
• Explore deliver opportunities  for additional value-add services for clients

Establish robust working relationships

• Relates to others in an accepting and respectful manner regardless  of their organisation level, personality or background
• Expresses own viewpoints tactfully to avoid unnecessary conflict
• Maintains positive relationships even under difficult or heated circumstances
• Collaboration between both operational and support teams is a necessity e.g. recruitment, training, workforce management, GR, IT, etc

Manage Exceution

• Conveys clear expectations for assignments
• Juggles many priorities and competing demands for one's time
• Delegates assignments to the lowest appropriate level

Drive and Initiative

• High standards of performance for self and others
• Does not easily give up in the face of unexpected obstacles
• Tackles tough challenges or problem quickly and directly

Mentoring and Development

• Makes accurate evaluations of people's capabilities and fit
• Help others identify and prioritize their development objectives
• Adjust the type of direction and support they provide an individual based on the individuals ability and willingness on the task

Use of date to drive decisions

• Makes prudent decisions regarding expenditures and control cost
• Draws accurate conclusions from financial and quantitative information
• Summarizes and uses financial performance data to provide useable feedback and clearly communicate results

Skills Requirements

• Excellent communication skills in both written and verbal English
• Analytical Skills - the ability to identify problems, collect date, establish facts, draw conclusions and provide solutions
• Strong leadership skills with ability to manage multiple teams and large group of people
• Performance management skills 
• Client management skills
• Strong Interpersonal/ communications skills
• Must be resilient and action orientated to address performance shortfalls
• People management skills
• Pro-active thinker - Always staying ahead
• Maintaining professionalism with all parties and stake holders

Key Points

Salary: Salary Negotiable (Dependant on Experience) plus medical aid & pensio 

Benefits: Medical aid and pension

Contract Type: Permanent, 40 hours (full time)

Working Pattern: 24/7 rotational shifts