Head Of Operations

Operational Manager
Join our team as an Operational Manager and take on a challenging role that requires strong leadership and management skills. As an Operational Manager, you will be responsible for delivering operational KPIs, managing client relationships, and leading a team of Operations and Team Managers.
Responsibilities

Deliver Operational Excellence: Ensure contractual obligations are met by delivering operational KPIs.
Drive Revenue Growth: Exceed internal revenue budget targets and revenue growth targets through accurate forecasting, analysis, and reporting on financial performance.
Client Satisfaction: Manage day-to-day client relationships at operational levels to ensure high levels of client satisfaction.
Team Leadership: Lead, develop, motivate, and coach Operations and Team Managers to deliver a superior level of service.
Employee Engagement: Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to maximise engagement across the business.
Performance Driven Environment: Create and maintain a strong performance driven working environment.
Reporting and Presentations: Work with Operations Leadership and Functional Support teams to prepare and present monthly and quarterly client business reviews and executive reports.

Requirements

Operational Management Experience: At least 5 years experience in contact centre operational management and strategic planning with a proven track record of achievement.
Leadership and Management: Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.
Time Management: Organises and manages time effectively to meet commitments.
Problem Solving: Can recognise the root cause of a problem and makes proactive interventions.
Team Building: Ability to recruit and build dynamic and highly performing teams.
Commercial Awareness: Commercial awareness and financial management.
Resource Optimisation: Thorough understanding of resource optimisation and delivery.
Client Relationship Management: Excellent client relationship management.
Project Management: Experience of managing multiple projects and varying team sizes.

Remuneration

Competitive Salary: R80 000 per month.

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