Senior Operations Manager - Customer Experience Hub

Role Purpose
The purpose of the Senior Operations Manager is to provide senior managerial operational excellence in the Customer Experience Hub's CX HUB service delivery whilst delivering comprehensive operational solutions and results. The role oversees all operational aspects of the customer contact centre with a focus on customer service delivery, quality assurance, agent training and development, data analytics and performance insights, and most importantly, the continuous improvement and optimisation of our customer experience. It seeks to engage all stakeholders in the value chain to ensure that cross-functional collaborative efforts are made to identify and remove barriers to achieving best-in-class customer service experience and participates in shaping the CX HUB strategy as well as develops tactical operational strategies to ensure the achievement of strategic and performance goals.
Role Description
Customer Centric Delivery

Shaping and supporting in the design and development of the CX HUB operations strategy for the CX Hub in collaboration with other functional leaders and teams to ensure that we place the customer at the centre - delivering on our goal of being customer centric in everything we do!
Lead by example to establish a high standard of customer service within the CX Hub, clearly communicate a customer-centric vision and provide ongoing training to ensure team members meet customer needs. Regularly monitor performance through feedback and metrics, fostering continuous improvement and encouraging cross-functional collaboration for a seamless customer experience.
Being a role model to the team managers in terms of what great customer service looks like – interacting directly with customers to support escalations and develop the team's capacity to deal with a variety of service requests with a first call resolution.
Taking operational accountability and oversight.
Maintaining and improving customer services operations by setting targets and effectively collaborating with other role players in the team to understand and execute effectively on the below operational impacting focus areas:

Collaborate with the Training & Development Manager and Workforce Planning to ensure team compliance with operational guidelines and maintain updated team documentation.
Align team documentation with company values and policies, ensuring the team is equipped and capacitated to meet standards effectively.
Identify and work with cross-functional stakeholders to remove barriers to great customer service.
Resolve repeat call type escalations at the source to prevent future escalations.
Verify Workforce Management (WFM) scheduling to optimize resources and ensure efficient workload forecasting and resource scheduling.
Provide effective quality assurance inputs, remedy, and agent feedback/development.
Co-create methods with enablement services to measure the quality and efficiency of the customer services team.
Monitor system performance and workflows to ensure all interactions are resolved within agreed turnaround times.
Prepare and complete action plans in conjunction with other stakeholders, conduct system audits and analyses, and manage system/process improvement and quality assurance programs.
Support regular compliance and audit checks to measure performance against targets across all channels and services.
Drive continuous improvement initiatives.


People (Self, Team & Organisational)

Prioritise customers by aligning with Group values and leadership behaviours, ensuring customer satisfaction with the best solutions.
Lead and develop a group of Customer Service Managers and Team Leads to innovate strategically, delivering evolving services that add value to the business.
Drive an agile, customer-centric culture, executing with speed, accountability, and ownership to meet customer needs effectively.
Foster an employee wellness culture, actively developing talent, recognizing exceptional work, and building high-performing teams.
Demonstrate empathy, respect diversity, behave ethically, and enhance the lives of those around us.

Financial, Reporting and BI

Manage the CX HUB operational costs within an allocated budget (headcount/staffing/training).
Ensure data accuracy, integrity, and maintenance of all operational data and reporting.
Generate new data possibilities that support decision making within the CX Hub and other functional areas supported by the CX HUB.
Provide and share relevant insights to shape customer experiences and respond to their preferences.

Governance & Compliance

Ensure that the CX HUB complies with relevant regulations and organisational governance frameworks and standards.
Implement CX HUB structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
Ensure the identification and mitigation of risks related to CX HUB service delivery.

Future-Fit

Ensure the CX HUB is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time.
Oversee the identification of relevant CX HUB technology requirements to enable a seamless customer experience.
Ensure CX HUB integration and effective flow of work with functional areas across the Group.
Deliver results through providing strong foundations on which to build the continuous development, improvement, efficiency, and success including an environment that fosters innovation and delivery.

Qualifications and experience

Degree/Diploma in Contact Centre Management, Operations Management, Business or equivalent / alternatively extensive experience within a Senior Contact Centre Operations role - (essential).
+6 years in a leadership capacity in a (BPO / Omni-Channel) Contact Centre, Customer Interfacing, or equivalent role - (essential).
Contact Centre Experience within the FMCG, retail sector or similar - (advantageous).
Proven track record of success in managing Contact Centre practices, as well as driving and managing Service Level Agreements - (essential).
Exposure to statutory requirements, applying and monitoring relevant laws, regulations, and best practices as they relate to Customer Service Delivery - (essential).
An extensive and proven track record of leading a (BPO/Omni-Channel) Contact Centre - demonstrating knowledge of trending practices in this context - (essential).

Equal Opportunity Statement
Our Group is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included. We are committed to Employment Equity when recruiting internally and externally.
All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. If you don't hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.
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