Operations Assistant Manager (707)

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

Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

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 all Service Level agreements; implement improvement plans as needed
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
• Create and maximize the relationship with The Client.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements.
• Attend business reviews with the Client.
• Effectively manage a team of team leaders.