Head of Operations

1 week ago

Cape Town, South Africa Surgo HR & Training Full time

SURGO has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They are headquartered in New York and has more than 37,000 professionals in locations throughout the United States, Europe, Asia, Latin America, Australia and South Africa.

Our client is recruiting for an experienced Head of Operations (Quality) to join their Operations team based in Cape Town.

**Job Purpose**:
**Essential Functions**:
Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience

Analyse business processes and assist in identifying problems and mitigating plans for quality improvement

Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardisation across all clients

Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience

Business development and solution in select areas; support in RFP, RFI responses from quality perspective; be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements

Facilitate the sharing of best practices from within and outside the organisation and implement them

Planning and managing budget and resource allocation for the assigned vertical

**Primary Interactions**:
Enabling functions

Transitions

Operations

Clients

Others as may be required

**Organisational Relationships**:
**Reports To**: Vice President South Africa - Quality Excellence

**Supervises**: Quality Compliance Assistant Managers, Managers and Senior Managers

**Education**:
Graduate degree is a must degree in a quantitative discipline is preferable

MBA preferred but not essential

BB Trained from recognised institute

**Work Experience**:
Minimum 7+ years of total work experience

Must have 3+ years of direct team management experience with demonstrated success and financial results

Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO (Call Centre)

Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, process improvements and project execution

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