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Head of Operations Manager Utilities
2 weeks ago
has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others.
They aim to bridge the gap between digital expectations and real outcomes for International companies with Digital Intelligence.
Our client is recruiting for a Head of Operations Manager, with preferred Utilities campaign experience, to join their team based in Cape Town.
Job purpose:
Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realisation, Profitability
Ensure all migrations are managed seamlessly
Map peer levels across client organization and establish peer level relationships within the client organisation
Establishing operational performance goals
Work with the Sales, Client Relationship Managers and Migrations Team to provide support/oversight for new/ additional off shoring opportunities
Ensure control measures are put place for adherence to budget and cost control
Responsibilities:
Formulation and execution of capacity and staffing plans based on medium term business forecast
Negotiating and finalizing SLA's with the Client - contract negotiation
Implementing revenue and cost plans
Establish a review/ reporting mechanism with the Client
Developing and approving incentive plans
Identify and champion black belt improvement projects
Review the progress of attrition action plans and check effectiveness
Provide leadership to team of Managers, Asst. Managers and Executives
Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc
Skills:
Technical Skills
Excellent Communication skills
Good Computer navigation skills
Good keyboarding speed
Basic knowledge of offshoring technology set-up like Bandwidth utilisation etc.
Process Specific Skills
Inbound call centre experience is essential
Some level of experience in Back-office transaction processing preferred
P&C Insurance, preferably US
Soft Skills
Reasonable level of business perspective and capability to drive improvements based on benchmarks
Strong people management and leadership skills
Process Excellence methodology
Good cross-functional appreciation and capability to team with relevant others to drive business objectives
Qualification & Experience:
Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a government registered and nationally recognised educational institution.
Minimum 8 years' work experience; preferably from International BPO background
Should have managed Teams for at least 3 years
Preferred Utilities campaign experience
Salary:
Market related
Working hours:
UK hours (Rotational shifts)
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