Deputy Manager Nursing

Gauteng Provincial Government; South Africa; Hybrid; ZAR 900,000 - 1,300,000; Full time

Job summary

Gauteng Provincial Government is seeking an Operations Manager to lead Customer Support operations and translate strategy into actionable plans. The role guides Team Managers, driving TNPS, CSAT and service levels while improving efficiency and customer experience.

Location is Johannesburg, with a requirement to work 3 days per week on-site. The role emphasizes coaching, stakeholder management, and continuous improvement across product and support teams.

Qualifications

• Proven leadership experience in Customer Support or a comparable service environment.
• Experience leading through Team Managers or other people leaders.
• Strong understanding of customer experience, performance management and service delivery measures.
• Experience in workforce planning, capacity management, forecasting or resource optimisation.
• Ability to interpret operational data, identify root causes and translate insights into measurable action.
• Proven experience in coaching, performance management, talent development and succession planning.
• Strong stakeholder management, written and verbal communication and influencing skills.
• Ability to lead change, manage competing priorities and maintain operational stability.
• Sound judgement, integrity and the ability to hold leaders and teams accountable for agreed outcomes.

Responsibilities

• Leads Customer Support Team Managers and their teams to achieve agreed customer, colleague and operational outcomes.
• Translates Customer Support strategy, annual objectives and product priorities into clear operational plans, measures and accountabilities.
• Drives performance against key measures including TNPS, CSAT, First Contact Resolution, service levels, quality and backlog management.
• Uses operational data, customer feedback and root-cause analysis to identify performance risks and improvement opportunities.
• Ensures effective workforce planning, forecasting, scheduling, capacity management and resource deployment.
• Builds leadership capability through coaching, performance management and development of Team Managers.
• Creates a high-performance culture promoting accountability, engagement, inclusion and continuous learning.
• Champions customer-centred support practices reducing repeat contact and customer effort.
• Provides leadership on customer escalations, service recovery and operational issues.
• Leads continuous improvement, digital adoption, automation and AI-enabled support initiatives.
• Partners with Product, Digital, Finance, People, Learning, Quality and others to deliver cross-functional priorities.
• Supports budget planning and identifies opportunities to improve productivity and cost-to-serve.
• Ensures adherence to playbooks, SOPs, internal controls and legal requirements.
• Provides operational reporting, customer insight, risks and recommendations to senior leadership.

Skills

Leadership

Customer experience

Data analysis

Stakeholder management

Workforce planning

Change management

Coaching

Performance management

Communication

Strategic thinking

Job description

The purpose of the role is to lead Customer Support operations and ensure the consistent delivery of customer, colleague and business outcomes across assigned products and support channels. The Operations Manager translates business strategy into operational plans, leads Team Managers and their teams, and creates the conditions for high performance through clear accountability, effective coaching, workforce planning, customer insight and continuous improvement. The role works collaboratively across Customer Support, Product, Finance, People, Workforce Management, Digital and other stakeholders to improve customer experience, service performance, colleague capability and operational efficiency.

Location - 3 days per week out of our Johannesburg office

• Leads Customer Support Team Managers and their teams to achieve agreed customer, colleague and operational outcomes.
• Translates Customer Support strategy, annual objectives and product priorities into clear operational plans, measures and accountabilities.
• Drives performance against key measures including TNPS, CSAT, First Contact Resolution, service levels, quality, productivity, case turnaround time and backlog management.
• Uses operational data, customer feedback and root-cause analysis to identify performance risks, recurring demand and improvement opportunities.
• Ensures effective workforce planning, forecasting, scheduling, capacity management and resource deployment in partnership with Workforce Management.
• Builds leadership capability through structured coaching, performance management, succession planning and development of Team Managers.
• Creates a high-performance culture that promotes accountability, colleague engagement, inclusion, recognition and continuous learning.
• Champions customer-centred support practices that make interactions right, easy and personal while reducing repeat contact and customer effort.
• Provides leadership on customer escalations, service recovery and customer-impacting operational issues.
• Leads continuous improvement, process simplification, digital adoption, automation and AI-enabled support initiatives where these improve customer and colleague outcomes.
• Partners with Product, Digital, Finance, People, Learning and Development, Quality, Workforce Management and Operational Excellence to deliver cross-functional priorities. Supports budget planning and identifies opportunities to improve productivity and cost-to-serve without compromising customer outcomes.
• Ensures adherence to the Customer Support Playbook, standard operating procedures, internal controls, company policies and applicable legal requirements.
• Provides clear operational reporting, customer insight, risks and recommendations to senior leadership and other relevant stakeholders.
• Ensures mandatory training and agreed people processes are completed within required timelines.

Essential:

• Proven leadership experience within Customer Support, Customer Services, contact centre operations or a comparable service environment.
• Experience leading through Team Managers or other people leaders.
• Strong understanding of customer experience, operational performance management and service delivery measures.
• Experience in workforce planning, capacity management, forecasting or resource optimisation.
• Ability to interpret operational data, identify root causes and translate insights into measurable action.
• Proven experience in coaching, performance management, talent development and succession planning.
• Strong stakeholder management, written communication, verbal communication and influencing skills.
• Ability to lead change, manage competing priorities and maintain operational stability.
• Sound judgement, integrity and the ability to hold leaders and teams accountable for agreed outcomes.

Technical Competencies:

• Operational planning and performance governance
• Customer experience and service delivery management
• Workforce and capacity management
• Data analysis and insight-led decision-making
• Financial awareness and cost-to-serve management
• Change, continuous improvement and digital enablement
• Customer escalation and operational risk management
• Leadership coaching and talent development