Director of Call Centre Operations

3 days ago

Cape Town, South Africa Surgo HR & Training Full time

Surgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for International companies with Digital Intelligence.

Our client is recruiting for a Director of Call Centre Operations to join their team based in Cape Town.

**Job purpose**:
Plan, develop and execute the operational strategy for P&C claims operation to ensure seamless transition, client satisfaction, employee satisfaction, transformation, revenue growth and profitability. Focus on building P&C claims domain expertise, ensure seamless transition and service delivery, revenue management and operational planning.

**Key Responsibilities**:
Focus on transition with ‘Zero’ impact on service delivery

Focus on efficiencies - leaner, greener and faster

Focus on Process stabilisation and sustained delivery

Reducing operation costs

Make TBP more effective

Build effective process management system

Deliver on client benefits through innovation and improvements

Create plan to deliver efficiency

Strengthen operational team as well as support functions to minimize leakages

Partner with transformation team for value delivery

Identify transformation opportunities where available

Engagement plan for each strata of employees

Focus on employee training and development, esp. wrt to building domain expertise

HIPO engagement initiatives to be reviewed regularly

Cross training and skill enhancement for managing high influx of volume

Support to Line HR and utilise their expertise more from a people engagement and retention perspective

Ensure mínimal staff attrition and high levels of engagement

**Working on Strategic Priorities such as (but not limited to)**:
Look for opportunities to deliver additional savings for the clients

Deliver operational efficiency improvements for both the company and client

Assistance in business development as and when required

Reduction in Overheads as % of Revenues

Participation in people development initiatives

**Qualification & Experience**:
Graduate in any field

Postgraduate is preferable

Experience of managing P&C Claims Operation

Client relationship management

Manage large contact centers

Minimum 10 years' experience in the International BPO industry

Insurance/ Retail/ Financial services/ Telecom/ FMCG/ Travel/ Utilities

**Salary**: Market related

**Working hours**: US/UK hours (Rotational shifts)

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