Operations Manager

5 months ago

Durban, South Africa Webhelp Full time

**Job Advert**
Are you ready to embark on a transformative journey that could shape your career? This is your golden opportunity to shine as an Operations Manager on an exciting international campaign.

We're seeking a visionary leader who sets the example, becoming the backbone of our exceptional team in Durban. Together, we’ll redefine efficiency and raise the bar for service excellence.

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.

We're looking for someone who effortlessly turns challenges into opportunities, anticipating and resolving issues before they have a chance to derail us.

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.

With a discerning eye for detail and a strategic mindset, you'll shape our future success. Your innate ability to communicate effectively and deftly manage priorities will undoubtedly leave a lasting impression.

**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
- 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
- A track record of innovation, consistently delivering alternative solutions based on insightful observations
- A spotless record, free from any credit, criminal, or disciplinary issues

Job Reference: SA02584

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