Operations Manager

Concentrix Limited Company; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading customer service firm in Durban seeks an Operations Manager who will supervise Team Leaders and ensure financial targets are met. The role involves coaching, maintaining client agreements, and delivering operational excellence in busy environments. Applicants should have prior experience in the BFSI sector and strong communication skills. The position requires the ability to work flexible hours, including evenings and weekends.

Qualifications

• Proven experience in the BFSI sector with a background in operational leadership.
• Call center experience preferred.
• Excellent communication skills in written and verbal formats.
• Ability to work under pressure and prioritize multiple projects.

Responsibilities

• Analyze and maintain Client Service Level Agreements.
• Maximize revenue generation to meet financial projections.
• Select, train, and manage the performance of direct reports.
• Create and maximize client relationships.
• Offer coaching and resolve employee relation issues.

Skills

BFSI sector experience

Operational leadership

Coaching and developing teams

Communication skills

Organizational skills

Job description

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Job Title

Operations Manager

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• 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 requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• 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 partner 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 make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders
  
  

Candidate Profile

• Proven BFSI (Banking, Financial Services, and Insurance) sector experience with a strong background in operational leadership.
• Operations Manager experience, managing large teams and delivering operational excellence in high-volume environments.
• Call center experience preferred.
• Demonstrated ability to coach and develop action plans that maximize performance, with a track record of providing effective, constructive feedback.
• Demonstrated ability to analyze and improve work processes, and to establish a course of action for self and others to accomplish specific goals.
• Ability to work well under pressure, follow through on tasks to completion, and maintain a professional demeanor at all times.
• Excellent communication skills, both written and verbal, with the ability to effectively present information to internal and external stakeholders.
• Strong organizational skills with the ability to prioritize multiple projects in a fast-paced, deadline-driven business environment.
• Demonstrated ability to mentor, coach, and provide direction to a team of employees across different functional areas.
• Willingness and availability to work US hours within a 7-day operational schedule, including evenings, weekends, and public holidays as required.
  
  

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements

Time Type:

Full time

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