Operations Manager

2 days ago

Mount Edgecombe, South Africa KURA SA Full time

**This is a permanent full-time for an Operations Manager within our Umhlanga offices. Must have a 2 years experience within this role. Managing an FTE between 80 to 120 people.**

**PURPOSE OF JOB**

To deliver all operational and commercial performance metrics across your business stream through the management of Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective culture.

**KEY RESPONSIBILITIES**
- Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets.
- Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction.
- Lead, develop, motivate and coach Team Managers enabling them to lead and manage their Advisors to deliver a superior level of service.
- Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment.
- Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements.
- Create and maintain a strong performance driven working environment.
- Communicate effectively with your team to create and maintain a motivated and challenged workforce.
- Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA reports.

**JUDGEMENT AND DECISION MAKING**
- Objective setting to achieve delivery of Client strategic vision
- Objective setting to achieve delivery of KURA contractual and internal KPIs and financial targets
- Analysis of reports and decision making in relation to performance management and disciplinary issues

**ESSENTIAL**
- Excellent written, numeracy, verbal and presentation skills
- Clear Credit record
- Clear Criminal Record

**SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential**
- Contact centre operational management and strategic planning experience
- Effective leadership through team building, development and a strong coaching culture
- Highly focussed and driven
- Great ability to coach the coach
- KPI management and proven track record of achievement
- Ability to create dynamic and highly performing teams
- Commercial awareness and financial management
- Thorough understanding of resource optimisation and delivery
- Excellent client relationship management
- Experience within an operations role and managing varying team sizes
- Excellent written, verbal and presentation skills
- Act with integrity at all times when representing our business and its people
- Ambassador for KURA values and brand Preferred
- Solutions orientated
- Endless enthusiasm with determination to over achieve on set targets

**Salary**: R30,000.00 - R40,000.00 per month

Application Question(s):

- What FTE have you managed

**Experience**:

- Operation Manager: 2 years (required)

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