Operations Manager

Overall Purpose of the Role:
the business is a purpose-led business with a strong entrepreneurial identity and a high performance culture. As one of the fastest growing startup digital banks in the world, it is a fast moving environment comprised of multiple moving parts. The care and growth of its people are at the center of the business. People that are successful and sustainably grow at the business are those with benevolent intent, high levels of emotional fortitude and a determination to shape the future. the business’s five values are expressed as:

- Compassion - “we care deeply and genuinely for our people”
- Customer Obsession - “without them there is no need for us”
- Empowerment - “we serve our customers through serving our people”
- Ownership - “this is our business, nobody else will make it great”
- Innovation - “to be great, we have to do things differently”

**Responsibilities: Strategic Leadership**:

- Implement and shape the contact centre strategy to support business growth, customer experience and customer transformation.
- Set long-term goals, KPIs, and SLAs to ensure continuous service improvement and customer satisfaction.
- Champion digital transformation and omni-channel integration initiatives.

**Operations Management**:

- Oversee day-to-day operations across all customer touchpoints.
- Manage workforce planning, forecasting, and scheduling for peak performance.
- Ensure optimal use of contact centre technologies, CRM systems, and AI/chatbot platforms.
- Maintain compliance with industry standards, data protection regulations, and internal policies.

**Customer Experience & Quality Assurance**:

- Drive improvements in CSAT, NPS, FCR, Interaction Ratios and other key performance indicators.
- Monitor quality assurance programs across all channels.
- Analyze customer feedback to identify pain points and opportunities for service enhancement.

**Team Leadership & Development**:

- Lead and inspire a large team of managers, supervisors, and front-line agents.
- Promote a high-performance culture and ensure team development through coaching, training, and mentoring.
- Drive engagement and retention strategies to build a motivated workforce.

**Technology & Innovation**:

- Partner with IT and product teams to enhance omni-channel capabilities and automation.
- Leverage data analytics and AI to improve decision-making and operational efficiency.
- Stay updated on emerging trends in customer experience and contact centre technology.

**Financial Management**:

- Develop and manage budgets, forecasts, and cost control measures.
- Identify and implement cost optimization strategies without compromising service quality.

**Stakeholder Management**:

- Collaborate with internal departments (Sales, Marketing, IT, Product) to ensure alignment on customer service goals.
- Report on operational performance and strategic initiatives to executive leadership.

**Experience Required**:

- 10+ years in a Financial Services Contact Centre management, with at least 5 years in a Mid-senior leadership role
- Strong understanding of customer service metrics, tools, and technologies (Genesys Cloud experience will be advantageous).
- Proven experience in leading omni-channel or multi-channel environments.

**Skills Required**:

- Exceptional leadership and people management.
- Strategic thinking and data-driven decision-making.
- Strong communication and interpersonal skills.
- Expertise in customer journey mapping, process improvement (Lean/Six Sigma), and change management.

**Competencies Required**:

- Customer-Centric Mindset
- Digital Fluency
- Analytical Thinking
- Agility & Innovation
- Emotional Intelligence

**Stakeholder Influence Qualification/s Required**:

- Matric
- A tertiary degree or Diploma will be advantageous
- FAIS/RE Qualification will be advantageous

**Principles and Attitude**:
The incumbent must show a committed alignment to the Values and Guiding Principles of Bank’s culture, and his/her conduct must exemplify this:

- To enable understanding in our staff and our customers about how money really works through transparency and simplicity
- Affordable mindset: When solving a process/problem - use a technology/automation mindset to ensure that we keep our Affordable promise to our clients
- Anti-Fragility: Talent must be fit for a demanding environment with World Class Standards
- Collaboration: Co-creation of processes that can be used multiple times Globally

Work Location: In person