Operations Manager

2 months ago

Durban, South Africa Webhelp Full time

**Advisor**

**Location**
- Durban, South Africa**Language**
- English***

**Job Advert**:

- We’re looking for someone with a traveller’s spirit, who understands the importance of planning the perfect trip. If you’re a confident decision maker and solution finder driven by results, then this could be your moment to shine as an Operations Manager working on an exciting campaign in our Durban office.

Picture yourself joining our vibrant global community, where over 120,000 passionate individuals unite across 200 locations in more than 60 countries. We share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands. At the core of our business, we celebrate a "Think Human" philosophy that permeates every aspect of our existence.

As an experienced, driven, and highly organised professional, you'll play a pivotal role in elevating our operational performance. Your leadership will guide our team to surpass industry standards, delivering unparalleled customer service and achieving ambitious business objectives.

Just as you’d plan your perfect holiday, in this position a critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for communicating and leading by example is sure to impress us.**What you’ll be doing**
- Annually aligning our Contact Centre and Customer Experience objectives with our client's strategic vision and risk appetite
- Spearheading the implementation of our Contact Centre's operational service strategy, ensuring seamless execution
- Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a best-in-class service across all stages of the customer journey
- Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
- Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
- Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering Contact Centre processes that prioritise compliance
- Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
- Orchestrating a well-balanced team with the appropriate levels of multi-skilled resources, overseeing staff recruitment and training efforts
- Assuming ownership of first-line operational risks and controls, proactively addressing challenges as they arise
- Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives

**What you’ll need**
- A minimum of 3 years' experience as a Team Manager, showcasing your expertise in leadership and operational management
- At least 1 year of experience as a Deputy Operations Manager, demonstrating your capacity to thrive in high-level positions
- Experience in travel industry working with a Global Distribution System (GDS), preferably Amadeus
- Exceptional communication, negotiation, analytical, and problem-solving skills
- Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
- A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
- The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation

After applying, you'll be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today

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