Head of Operations
5 days ago
The Head of Delivery will play a pivotal role in ensuring the effective operational delivery of our services, meeting both internal and client-led demands. This will be achieved through strong leadership, operational, and management capabilities.
Key Responsibilities- People Management
- Manage team performance and achievement of key performance indicators (KPIs)
- Articulate business expectations to team leaders and support them in creating and executing operational plans
- Define operational objectives and agree on key operational metrics
- Prepare and plan to deliver against business targets, monitoring performance and adapting activities accordingly
- Support the Client Director in maintaining good client interactions
- Work collaboratively with clients through regular business reviews (WBR), monthly business reviews (MBR), and quarterly business reviews (QBR)
- Identify and partner on change initiatives within the department and wider organization
- Drive change initiatives to achieve desired outcomes
- Work closely with the Business Intelligence (BI) team to build reporting and insights required to manage operations
- Monitor trends to drive direction and focus on key business levers
- Minimum qualification of Matric/NQF 4
- Relevant tertiary qualification advantageous
- Relevant senior operations management experience
- Minimum 3 years' experience
- Proficiency in MS Excel
- BPO industry experience essential (international campaigns advantageous)
- Interpersonal skills and communication (written & verbal)
- Understanding of business processes & policies
- Organized and structured personality
- Resource Planning
- Leadership skills
- Innovative / Creative thinker
- Analytical skills
- Coaching and mentoring
- Ability to lead and influence
- Decision Making
- Planning and organizational skills
- Continuous improvement
- Operational Knowledge
- Financial acumen
- Report Writing
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