Senior Operations Manager

5 months ago

Umhlanga Rocks, South Africa Pr Consulting Full time

**1.1 PURPOSE OF JOB**

To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture

**1.2 KEY RESPONSIBILITIES**
- Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets
- Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth
- Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
- Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their TeamManagers and Advisors to deliver a superior level of sales and a high quality of service.
- Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
- Forecast and plan recruitment activity by co-ordinating communication between various internal departments includingResource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
- Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
- Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements
- Create and maintain a strong sales culture and performance driven working environment
- Communicate effectively with the team to create and maintain a motivated and challenged workforce
- Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and executive reports

**1.3 JUDGEMENT AND DECISION MAKING**
- Objective setting to achieve delivery of Client strategic imperatives
- Objective setting to achieve delivery of contractual and internal KPIs and financial targets
- Analysis of reports and decision making in relation to performance management, recruitment and disciplinary issues

**1.4 EXTERNAL RELATIONSHIPS**

**1.5 INTERNAL RELATIONSHIPS**
- Operational clients
- Client support functions
- Operational Excellence management teams
- Client Engagement management teams
- Innovation & Insight teams
- People & Culture teams

**1.6 MANAGERIAL RESPONSIBILITY**

**1.7 FINANCIAL RESPONSIBILITY**
- Operations Managers
- Team Managers
- Responsibility for delivery of project Revenue ,Gross Margin targets and sales performance
- Driving efficiencies to increase profit margins
- Responsibility for identifying revenue generation and sales improvement opportunities

**PERSON SPECIFICATION**

**2.0 EDUCATION AND QUALIFICATIONS**

**Essential**
- Excellent written, numeracy, verbal and presentation skills
- Business Management Degree qualified

**2.1 SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential**
- Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
- Effective leadership through team building, development and a strong coaching culture
- Highly focussed and sales driven
- Great ability to coach the coach
- KPI management and proven track record of achievement
- Ability to recruit and create dynamic and highly performing teams
- Commercial awareness and financial management
- Thorough understanding of resource optimisation and delivery
- Excellent client relationship management
- Experience of managing multiple projects and varying team sizes
- Excellent written, verbal and presentation skills
- Act with integrity at all times when representing our business and its people
- Ambassador for values and brand
- Solutions orientated
- Endless enthusiasm with determination to over achieve on set targets

**Salary**: R80,000.00 - R100,000.00 per month

**Experience**:

- Senior Call Centre Management: 5 years (required)

Ability to Commute:

- Umhlanga Rocks, KwaZulu-Natal (required)

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