Head of Customer Operations

3 months ago


Claremont, South Africa Exceed Recruitment and Human Resource Consultants Full time

**Reference**: 7805 NB

**Consultant**: Nine Broodryk

Ensure the right team structures, processes and target KPIs are in place and continually review and fine-tune them to enable them to consistently provide great customer service.
Maintain an obsessive focus on KPIs and Analytics and proactively and promptly respond to exceptions or alerts while also putting in place processes to mitigate issues.
Leading Service teams to perform on NPS, CSAT and customer reviews and creating a customer obsessed culture.
Drive innovation from front-line speaking to customers and encourage ideas for automating manual processes and getting more customers to use self-care (customer portal).
Collaborate closely with other Senior Managers and other teams (Business Analysts, Tech) to implement major service improvements, projects, systems, etc.
Coach and motivate Team Leaders to get them to perform at their full potential with effective support, guidance and coaching.
Create an energetic buzzing work environment with a passion for delivering outstanding customer service through outstanding NPS and Customer Reviews leading to high customer referrals.
Promote a transparent, metrics-driven culture with a strong work ethic and values while also creating an energised and fun environment.
Develop future Team Leaders internally by focusing on hiring the right people and creating the right structure and environment to develop them.
Work closely with HR to improve current recruitment, onboarding and coaching and also to ensure compliance with company policies and procedures and for all other HR matters.
Participate in development Sprint meetings to ensure all operations feature requests and bugs are prioritised to maximise customer satisfaction.

**Qualifications**:
Solid leadership and management abilities
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Energetic, dynamic and quick thinking
Business or Engineering related degree or equivalent
At least 5 years in leadership position managing teams.
Comfortable with technology and Data Analytics
Ability to multitask, prioritise and manage stressful situations

**Working Hours (depending on UK time zone)**: 09h00 - 18h00 or 10h00 - 19h00 (SA Time)

**How to Apply**:
If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.


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