Operations Manager

7 hours ago


Cape Town, South Africa TrudyQ Consulting Full time

This role is primarily responsible for Client Relationship Management at the Program Level and Performance & People Management.

**Minimum Requirements**:

- 8 years of experience with Life and Annuities Retirement Plan Services

× General loans eligibility and Transaction processing

× Hardship Withdrawals and High-Risk Transactions

× Pension Risk Transfer

× Defined Benefit Plan assessment

× Distribution processing including Withdrawal and Rollover

× Systematic Eligibility options and RMD discussion
- 2 years of experience as a Quality Analyst
- LOMA 280 certified
- 5 years solid operational experience

× 3 years as Assistant Manager within a Call Centre/BPO

× 2 years of experience Lead Assistant Manager and overseeing Quality Reviewer function on high dollar value transactions
- Quality check analyst certified
- MS Office Excel, PowerPoint, Word

**Role & Responsibilities will include but not be limited to**:

- Capacity Planning and staffing plans for the process based on medium term business forecast.
- Negotiating and finalizing SLAs with the Client.
- Establishing a review/reporting mechanism with the Client.
- Developing and approving incentive plans.
- Develop case studies, show case the business and participate in business acquisition.
- Review progress of attrition action plans and check effectiveness.
- Provide leadership to team of lead assistant managers, team leaders and agents.

**_This position offers a permanent employment opportunity within a well-known, market leading Call Centre/BPO environment and a competitive remuneration package._



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