Head of Operations

Capita Pension Solutions; Cape Town; On-site; ZAR 60 000 - 100 000; Full time

Job summary

An established industry player is seeking an Operations Manager to lead customer service and sales operations. This role focuses on enhancing operational efficiency while managing budgets and client relationships. You will develop and implement standards to improve the customer journey, ensuring all goals and metrics are achieved. The ideal candidate will have a strong background in team leadership and strategic planning, making a significant impact on the organization’s success. If you're passionate about operational excellence and customer satisfaction, this is the perfect opportunity for you.

Qualifications

• Proven experience in managing customer service operations.
• Strong leadership and team development skills.

Responsibilities

• Develop and implement customer service operational standards.
• Ensure financial targets and success metrics are met.
• Guide the management team in goal setting and management.

Skills

Operational Efficiency

Customer Service Management

Team Leadership

Strategic Planning

Education

Bachelor's Degree in Business Administration

Master's Degree in Management

Job description

Job Title: Operations Manager

Overview: The Operations Manager directs operations for large-sized or multiple customer service and sales operations. The role involves setting goals, improving operational efficiency from a macro level, managing within budget, and often having a significant client-facing role.

Responsibilities:

1. Develop and implement customer service operational standards and practices to enhance the customer experience journey.
2. Ensure all milestones, financial targets, and success metrics are met.
3. Establish strategies and direct activities to attract, hire, develop, evaluate, reward, and retain staff.
4. Provide guidance and direction to the management team, including goal setting and general management.
5. Represent the business in professional and client-facing meetings.
6. Develop, implement, and enhance policies, procedures, and standards to improve operational effectiveness and achieve strategic business goals while ensuring compliance with regulations.