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Head of Customer Operations

5 months ago

Claremont, South Africa Exceed Hr 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)

**Job Types**: Full-time, Permanent