Client Delivery & Operations Leader - KPI Driven

TP; Gqeberha; On-site; ZAR 900,000 - 1,400,000; Full time

Job summary

TP is seeking an experienced Senior Operations Manager to lead and motivate multiple client-account teams on site. You will drive performance, optimize client service delivery, and manage escalations while aligning with TP policies and procedures.

A strong background in KPI and financial management will support your leadership across the site. You will leverage your experience to foster engagement, guidance, and action across cross-functional stakeholders, ensuring high service standards and

Qualifications

• Extensive experience in a senior management role.
• At least 12 months tenure within TP as an Assistant Operations Manager (Essential).
• At least 3 years Senior Managerial experience (Essential).
• Experience in KPI Management and Performance Management.
• Proven track record in the delivery of a high level of customer service through sales.
• Ability to multi-task and delegate to meet tight deadlines.
• Solid commercial awareness & experience with Cost/Profit Centre management.
• Understanding and managing client contract terms, staffing ratios, and driving margin.
• Understanding of outsourcing and performance management.
• Proven track record of implementing and managing new and ongoing projects.

Responsibilities

• An ambassador for TP who leads by example, demonstrates our values, and actively encourages best practice. I support the company in changes to policies and procedures where required. I manage the operational management teams ensuring all key performance targets are met for all clients under my accountability.
• Drive a culture of client-centricity across the site ensuring all actions result in added value for our client groups.
• Highlight negative performance variances/trends, and immediately develop action plans to address personally and through my management team.
• Own the look and feel of my site ensuring issues are brought to my attention and are then recorded and followed through. I ensure this happens through driving a proactive site Employee Forum.
• Build relationships and work closely with other key stakeholders to achieve optimum performance and engagement levels at all times. This includes Client Services, Human Resources, Learning & Development, Work Force Management and Quality/Compliance.
• Complete business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Stoplight Report, and any client specific reports not completed by Client Services.
• Develop and implement regular initiatives that maintain high levels of employee engagement across the site supported by the Strategic HR Business Partner.
• Implement group wide recognition programs/awards and ensure the timely delivery of each.
• Host visits for both existing and prospective clients, attend review meetings and managing service related client escalations as required.
• Coordinate the quarterly review/annual review processes in partnership with the Strategic HR Business Partner ensuring all reviews are professionally completed with the appropriate outcomes

Skills

Senior management

Assistant Operations Manager

KPI management

Performance management

Customer service

Multitasking

Cost/Profit centre management

Contract terms understanding

Outsourcing

Project implementation

Education

Matric/Equivalent

Job description

TP is seeking an experienced Senior Operations Manager to lead and motivate multiple client-account teams on site. You will drive performance, optimize client service delivery, and manage escalations while aligning with TP policies and procedures.

A strong background in KPI and financial management will support your leadership across the site. You will leverage your experience to foster engagement, guidance, and action across cross-functional stakeholders, ensuring high service standards and