Operations Manager

2 weeks ago


Cape Town, South Africa Surgo HR & Training Full time

Our client in Cape Town is looking for a Operations Manager with experience to join their fast-growing team within the BPO industry.

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

**Work Experience 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

Evaluate calls and ensure reps are following business standards

Ensure regulatory standards are complied

CARE Quality certified

LOMA 280 certified

5 years solid operational experience

3 years as Assistant Manager

2 years of experience Lead Assistant Manager and overseeing Quality Reviewer function on high dollar value transactions

**Role/ Responsibilities**:
Capacity Planning and staffing plans for the process based on medium term business forecast

Negotiating and finalizing SLA’s 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

Setting goals that align with organizational objectives

Develop and implement actionable strategies to help team meet targets and client expectations

Ensure compliance with internal policies and procedures, external regulations and information security standards

Competencies & Skills

Excellent communication and organization skills

Very good coaching

Capacity planning

Quality check analyst certified

Ability to communicate effectively to a variety of audiences

Ability to provide and support a vision and direction

Ability to work with minimum supervision and in a continually challenging environment

Accepting a high degree of responsibility and accountability for others as well as for self

Deep understanding, appreciation, and demonstration of world-class customer service

Knowledge of MS Office - Excel, PowerPoint, Word

**Location**:
Based in Cape Town, Western Cape

**Salary**:
Market Related

**Benefits**:
Pension Fund Contribution and Medical Aid



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