Associate Director - 6 month Fixed Term Contract

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading company is seeking a Head of Operations to support the Operational Director. This role involves optimizing operational performance, leading strategic initiatives, and ensuring day-to-day operations run smoothly. The ideal candidate will have extensive experience in BPO environments and strong leadership skills.

Qualifications

• 3-5 years of Head of Operations experience in BPO/Contact Centre environments.

Responsibilities

• Partner with divisional HODs to translate strategic objectives into operational plans.
• Monitor and evaluate effectiveness of operational objectives.
• Drive continuous improvement initiatives.

Skills

Communication

Leadership

Decision-Making

Data Analysis

Collaboration

Education

Grade 12 qualification

Management qualification

Job description

Job Overview:

This key operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day department operations. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director's absence.

Job Responsibilities:

1. Partner with each divisional Head of Department (HOD) to translate the strategic objectives into tangible operational plans, providing guidance on actions, timelines, and success measures.
2. Oversee the execution of responsibilities and tasks required by the HODs.
3. Monitor and evaluate the effectiveness of operational and strategic objectives regularly.
4. Create mechanisms and foster a culture of sharing best practices across the D&G estate, ensuring these are well embedded into operations.
5. Distill key messages for HODs, aligning communication, documents, and briefing notes where appropriate.
6. Act as client liaison by understanding client requirements and facilitating necessary information to the operations team.
7. Consolidate data and narratives for client meetings as per schedule, in partnership with the divisional HOD.
8. As a subject matter expert, serve as a trusted advisor to HODs and the Operations Director, providing guidance on operational best practices.
9. Analyze data to provide insights and recommendations to improve operations.
10. Lead strategic and operational projects, providing updates to project owners.
11. Drive continuous improvement initiatives by partnering with operations and support departments to enhance processes, increase productivity, and ensure consistent performance.
12. Contribute to the department's strategic plan to meet client deliverables.

Job Requirements:

• 3-5 years of Head of Operations experience, specifically in BPO/Contact Centre environments.
• Grade 12 qualification.
• Management or related qualification (advantageous).

Skills Required:

• Excellent written and verbal communication skills.
• Strong leadership capabilities.
• Decisiveness and sound decision-making skills.
• Results-oriented with a focus on execution.
• High proficiency in data analysis and operational performance metrics.
• Ability to translate strategic plans into operational actions.
• Ability to prioritize multiple projects and tasks.
• Collaborative approach with stakeholders.

Core Behaviors

Huntswood’s employees are dependable, driven, and collaborative. The job holder should align with our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.