Operational Performance and Leadership Manager

2 weeks ago


Durban, KwaZulu-Natal, South Africa Full Circle Selection Full time

Full Circle Selection is a renowned organization in the industry, offering exceptional career opportunities to talented individuals.

About the Role

We are seeking an experienced Operational Performance and Leadership Manager to join our team. As a key member of our management structure, you will play a pivotal role in driving operational excellence across our business streams.

Key Responsibilities
  • Achieve all operational KPIs across the business stream, ensuring contractual obligations are met or exceeded. This includes delivering hours, auditory/compliance requirements, and customer satisfaction targets.
  • Manage day-to-day client relationships at operational levels, guaranteeing high levels of Client Satisfaction.
  • Lead, develop, motivate, and coach Team Managers to enable them to lead and manage Advisors in delivering superior service quality.
  • Partner with HR to analyze Employee Satisfaction feedback, developing strategic plans to minimize attrition and absence while maximizing engagement by fostering a fun and rewarding environment.
  • Analyze results to identify areas for improvement and work with the Continuous Improvement function to create plans for delivering required improvements.
  • Create and maintain a strong performance-driven working environment.
  • Communicate effectively with your team to create and maintain a motivated and challenged workforce.
  • Collaborate with Client Engagement teams to prepare and present monthly and quarterly client business reviews and client reports.
About You

To succeed in this role, you will need:

  • At least 12 months of management experience within retail customer service environments across multiple channels (email, live chat, calls).
  • Contact centre operational management and strategic planning experience.
  • Effective leadership through team building, development, and a strong coaching culture.
  • Highly focused and driven.
  • Great ability to coach others.
  • KPI management and a proven track record of achievement.
  • Ability to create dynamic and highly performing teams.
  • Commercial awareness and financial management.
  • Thorough understanding of resource optimization and delivery.
  • Excellent client relationship management.
  • Experience within operations roles and managing varying team sizes.
What We Offer

As a valued member of our team, you can expect:

  • A competitive salary: £60,000 - £80,000 per annum, dependent on experience.
  • A comprehensive benefits package, including a bonus scheme, pension plan, and generous holiday entitlement.
  • Ongoing training and development opportunities to support your career growth.
  • A dynamic and supportive work environment that fosters collaboration and innovation.


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