Head of Operations Manager Bpo

2 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 Head of Operations Manager to join their team based in Cape T own.

**Job purpose**:
Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realisation, Profitability

Ensure all migrations are managed seamlessly

Map peer levels across client organization and establish peer level relationships within the client organisation

Establishing operational performance goals

Work with the Sales, Client Relationship Managers and Migrations Team to provide support/oversight for new/ additional off shoring opportunities

Ensure control measures are put place for adherence to budget and cost control

**Responsibilities**:
Formulation and execution of capacity and staffing plans based on medium term business forecast

Negotiating and finalizing SLA’s with the Client - contract negotiation

Implementing revenue and cost plans

Establish a review/ reporting mechanism with the Client

Developing and approving incentive plans

Identify and champion black belt improvement projects

Review the progress of attrition action plans and check effectiveness

Provide leadership to team of Managers, Asst. Managers and Executives

Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc

**Skills**:
Technical Skills

Excellent Communication skills

Good Computer navigation skills

Good keyboarding speed

Basic knowledge of offshoring technology set-up like Bandwidth utilisation etc.

Process Specific Skills

Inbound call centre experience is essential

Some level of experience in Back-office transaction processing preferred

P&C Insurance, preferably US

Soft Skills

Reasonable level of business perspective and capability to drive improvements based on benchmarks

Strong people management and leadership skills

Process Excellence methodology

Good cross-functional appreciation and capability to team with relevant others to drive business objectives

**Qualification & Experience**:
Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a government registered and nationally recognised educational institution.

Preferably a Postgraduate

Minimum 8 years’ work experience; preferably from International BPO background

Should have managed Teams for at least 3 years

Preferred Campaign experience - Insurance/ Retail/ Financial services/ Telecom/ FMCG/ Travel/ Utilities

**Salary**: Market related

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

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