Operations Lead: Quality & KPI Excellence in BFSI

Teleperformance; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global service provider in Cape Town is seeking an Operations Manager to enhance service quality for a financial contact center. The ideal candidate will have 2-3 years of experience in operations management within the BFSI sector and a solid understanding of KPI management. Responsibilities include maintaining service levels, managing performance reports, and leading a team. This position offers a dynamic and challenging work environment.

Qualifications

• 2-3 years’ experience as an Operations Assistant Manager/Operations Manager in the BFSI sector.
• Proven experience managing a Financial/Regulated contact center.

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed.
• Manage and review operational reports including Attendance adherence and Metrics management.
• Provide leadership and guidance to direct reports.

Skills

Operations Management

KPI Management

Data Analysis

Leadership

Communication Skills

Education

Matric or Equivalent

Job description

A leading global service provider in Cape Town is seeking an Operations Manager to enhance service quality for a financial contact center. The ideal candidate will have 2-3 years of experience in operations management within the BFSI sector and a solid understanding of KPI management. Responsibilities include maintaining service levels, managing performance reports, and leading a team. This position offers a dynamic and challenging work environment.