Client-Facing Ops Lead: Quality & KPI Improvement

Teleperformance; Cape Town; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

Teleperformance in Cape Town is seeking an experienced Operations Manager to support the ongoing growth of a BFSI campaign. The role focuses on monitoring, evaluating, and improving the effectiveness of quality standards and service delivery.

You will lead a team, manage SLAs and KPIs, and collaborate with cross-functional groups to drive continuous improvement and client satisfaction. The ideal candidate has 2–3 years in BFSI operations, strong leadership and a track record of delivering

Qualifications

• 2/3 Years’ experience as an Operations Manager within the BFSI sector.
• Proven experience in management of a Financial/Regulated/contact center
• Experience in KPI Management
• Matric/ Equivalent

Responsibilities

• Analyze and maintain Service Level Agreements; implement improvement plans as needed
• Manage performance of direct reports and assign work per policy
• Review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Conduct client performance reviews and mitigate KPI failures with timelines agreed by The Client
• Lead client relationship and staff development coaching
• Foster positive work environment and address employee relations promptly
• Participate in cross-functional meetings to drive continuous improvement
• Implement best practices and over-deliver for clients
• Attend business reviews with the Client and manage team leaders

Skills

Operations Management

KPI Management

Leadership

Education

Matric/Equivalent

Job description

Teleperformance in Cape Town is seeking an experienced Operations Manager to support the ongoing growth of a BFSI campaign. The role focuses on monitoring, evaluating, and improving the effectiveness of quality standards and service delivery.

You will lead a team, manage SLAs and KPIs, and collaborate with cross-functional groups to drive continuous improvement and client satisfaction. The ideal candidate has 2–3 years in BFSI operations, strong leadership and a track record of delivering