Operations Director

The Operations Director is a pivotal leadership role responsible for managing and optimizing large-scale contact center operations. This position requires an experienced professional who consistently drives performance improvements and leads a diverse team to achieve operational excellence.Job TitleOperations DirectorJob DescriptionKey ResponsibilitiesStrategic LeadershipDevelop and execute operational strategies to support growth, profitability, and client satisfaction.Lead cross-functional teams to deliver innovative solutions and foster a culture of continuous improvement.Represent operations in executive forums and contribute to business strategy and transformation initiatives.Champion an inclusive workplace where all team members feel valued.Operational ExcellenceDefine, implement, and improve operational policies, processes, and performance standards.Collaborate with stakeholders to achieve collective goals.Oversee delivery of all operational KPIs, ensuring quality, efficiency, and client metric targets are met or exceeded.Maintain robust risk management, business continuity plans, and compliance with Capita and client frameworks.Financial ManagementOwn and manage the operational P&L, driving revenue growth and optimizing costs.Develop and manage budgets, forecasts, and financial plans in partnership with Finance and divisional leadership.Monitor and report on financial performance, implementing corrective actions as necessary.People LeadershipBuild and lead a high-performing, diverse operational leadership team.Ensure team members are valued, included, and engaged, driving a culture of accountability and continuous development.Oversee talent management, succession planning, and leadership development.Client & Stakeholder ManagementServe as the executive point of contact for key clients, ensuring satisfaction and retention.Foster strong relationships with internal and external stakeholders, including HR, IT, and business partners.Lead client governance forums and participate in contract negotiations and renewals.Key DeliverablesOperational Efficiency & Quality: Achievement of SLAs and client requirements; delivery of process improvement initiatives; high compliance audit scores.Financial Performance: Revenue growth and profitability targets; achievement of cost-to-serve and cost reduction goals; accurate budget management.People & Culture: Employee engagement and retention rates (>95% retention in leadership roles); participation in leadership development; achievement of DEI metrics.Client & Stakeholder Satisfaction: Client satisfaction scores (CSAT/NPS); successful delivery of client projects; positive stakeholder feedback.Strategic Initiatives: Timely and budget-compliant delivery of transformation projects; implementation of digital and AI-driven enhancements; achievement of strategic objectives.Academic QualificationsMatric qualificationBachelor's degree in Business Administration, Operations Management, or related fieldMBA preferredExperienceMinimum 5–10 years' contact center experience in senior managementExtensive commercial experiencePerformance rating of 'Strong performer and above' for a rolling period of three monthsKnowledge, Skills & AbilitiesIn-depth understanding of client requirementsEffective multi-channel communication skillsStrategic planning expertiseExcellent stakeholder management and relationship-building abilitiesDemonstrated leadership and commercial acumenStrong negotiation skillsCommitment to Capita valuesEffective people management and service delivery within SLA frameworksResource planning and hours management to support revenue generationManaging attrition, performance, leave, absenteeism, and employee satisfactionEnsuring compliance with regulatory and framework requirementsLeading process improvements, new business projects, and system enhancementsWorking RelationshipsInternal: Various business lines and functionsExternal: Clients and external stakeholdersWorking ModelPrimarily office-based, with some domestic and international travel required.Location:Cape Town,South AfricaTime TypeFull timeContract TypePermanent