Job Description: Operations Director
Location: Sandton, South Africa
Job Type: Permanent
Reporting to: Vice President Operations
About Quantanite About the Role:
We are seeking a strategic and results-oriented Operations Director to oversee and manage the overall operations of our BPO business in Sandton. The ideal candidate will have extensive experience in operational management within the BPO industry, strong leadership skills, and a proven track record of driving performance and efficiency. The Operations Director will be responsible for leading operational strategy, optimizing processes, and ensuring the highest level of service delivery.
Key Responsibilities Strategic Leadership
Develop and execute operational strategies aligned with the company's business objectives.
Lead the operational planning process and implement strategies to drive growth and profitability.
Operational Management
Oversee the daily operations of the BPO, managing multiple departments or functions.
Ensure that all operations run smoothly and efficiently while adhering to company standards and client requirements.
Performance Optimization
Monitor and analyze key performance indicators (KPIs) and operational metrics to evaluate performance.
Identify areas for improvement and implement initiatives to enhance efficiency, quality, and customer satisfaction.
Client Relationship Management
Build and maintain strong relationships with key clients.
Ensure that client expectations are met or exceeded, addressing any issues or concerns promptly and effectively.
Process Improvement
Identify and implement process improvements to streamline operations, reduce costs, and enhance service delivery.
Promote a culture of continuous improvement and innovation within the team.
Financial Management
Develop and manage the operational budget.
Ensure effective allocation of resources and adherence to financial targets.
Monitor expenses and implement cost-control measures as needed.
Team Leadership
Lead, mentor, and develop a team of senior managers and department heads.
Conduct performance reviews, provide feedback, and support professional growth to ensure high levels of team performance and engagement.
Compliance and Risk Management
Ensure compliance with company policies, industry regulations, and contractual obligations.
Manage risk and implement strategies to mitigate potential issues or disruptions.
Technology and Systems
Oversee the implementation and utilization of technology and systems to support operational efficiency.
Collaborate with IT to ensure that technological solutions meet operational needs and drive performance.
Qualifications Education:
Bachelor's degree in Business Administration, Management, Operations, or a related field required.
Master's degree or MBA preferred.
Experience:
Minimum of 8-10 years of experience in operational management within the BPO industry.
At least 3-5 years in a senior leadership role.
Skills:
Strong strategic and operational management skills.
Excellent leadership and team management abilities.
Proficiency in performance metrics and financial management.
Excellent communication and interpersonal skills.
Attributes:
Results-oriented with a focus on driving performance and efficiency.
Ability to manage multiple priorities and make data-driven decisions.
Strong problem-solving skills.
Proactive and innovative mindset.
Certifications:
Relevant certifications (Six Sigma, Lean Management) are a plus.
Working Conditions Environment:
Fast-paced, high-energy BPO environment with occasional pressure to meet tight deadlines and manage high volumes of operational issues.
Benefits
Competitive salary & benefits package
Ongoing professional development opportunities to enhance leadership and operational skills.
Opportunities for career advancement and growth within the company.
A dynamic and inclusive work culture with a focus on teamwork, innovation, and excellence.
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