Strategic Operations Director

4 weeks ago

Johannesburg, Gauteng, South Africa Quantanite Full time

Job Title: Strategic Operations Director

About the Role:

We are seeking a highly skilled and experienced Strategic Operations Director to lead our BPO business in Sandton. The ideal candidate will have a strong track record of driving performance and efficiency, with a focus on strategic leadership and operational management.

Key Responsibilities:

  • Develop and execute operational strategies aligned with the company's business objectives.
  • Lead the operational planning process and implement strategies to drive growth and profitability.
  • Oversee the daily operations of the BPO, managing multiple departments or functions.
  • Ensure that all operations run smoothly and efficiently while adhering to company standards and client requirements.
  • Monitor and analyze key performance indicators (KPIs) and operational metrics to evaluate performance.
  • Identify areas for improvement and implement initiatives to enhance efficiency, quality, and customer satisfaction.
  • Build and maintain strong relationships with key clients.
  • Ensure that client expectations are met or exceeded, addressing any issues or concerns promptly and effectively.
  • Develop and manage the operational budget.
  • Ensure effective allocation of resources and adherence to financial targets.
  • Monitor expenses and implement cost-control measures as needed.
  • Lead, mentor, and develop a team of senior managers and department heads.
  • Conduct performance reviews, provide feedback, and support professional growth to ensure high levels of team performance and engagement.
  • Ensure compliance with company policies, industry regulations, and contractual obligations.
  • Manage risk and implement strategies to mitigate potential issues or disruptions.
  • Oversee the implementation and utilization of technology and systems to support operational efficiency.
  • Collaborate with IT to ensure that technological solutions meet operational needs and drive performance.

Qualifications:

  • Bachelor's degree in Business Administration, Management, Operations, or a related field required.
  • Master's degree or MBA preferred.
  • Minimum of 8-10 years of experience in operational management within the BPO industry.
  • At least 3-5 years in a senior leadership role.
  • Strong strategic and operational management skills.
  • Excellent leadership and team management abilities.
  • Proficiency in performance metrics and financial management.
  • Excellent communication and interpersonal skills.
  • Results-oriented with a focus on driving performance and efficiency.
  • Ability to manage multiple priorities and make data-driven decisions.
  • Strong problem-solving skills.
  • Proactive and innovative mindset.
  • Relevant certifications (Six Sigma, Lean Management) are a plus.

Working Conditions:

  • Environment: Fast-paced, high-energy BPO environment with occasional pressure to meet tight deadlines and manage high volumes of operational issues.

Benefits:

  • Competitive salary & benefits package
  • Ongoing professional development opportunities to enhance leadership and operational skills.
  • Opportunities for career advancement and growth within the company.
  • A dynamic and inclusive work culture with a focus on teamwork, innovation, and excellence.

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