Head of Operations

5 days ago


Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time
Job Overview

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
  1. 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
Operational Management
  • Define operational objectives and agree on key operational metrics
  • Prepare and plan to deliver against business targets, monitoring performance and adapting activities accordingly
Client Management
  • 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)
Change Management
  • Identify and partner on change initiatives within the department and wider organization
  • Drive change initiatives to achieve desired outcomes
Reporting and Insights
  • 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
Requirements
  • 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)
Skills
  • 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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