Operations Manager (with Transitions & Solutions Management Experience)

EXL; Wes-Kaap; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading Operations Management firm in South Africa is seeking a candidate to lead Operations Management Transitions across its global footprint. Responsibilities include managing end-to-end transition projects and engaging with clients and stakeholders. The ideal candidate will have over 8 years in BPO, project management skills, and a graduate or postgraduate degree. A PMP or PgMP certification is preferred. This role offers opportunities to build capabilities within the function and drive client engagements.

Qualifications

• 8+ years of experience, primarily in a BPO environment.
• 3+ years of BPO experience in Transitions.
• Program Management experience for small to medium engagements.
• Valid US and/or UK Visa is a plus.

Responsibilities

• Lead end-to-end business process Transition projects.
• Engage with clients and internal stakeholders.
• Provide assessment and recommendations on processes.
• Ensure consistent service delivery during client engagements.

Skills

Analytical skills

Problem solving skills

Project management skills

Communication Skills

Self-Starter

Education

Graduate / Postgraduate in any stream

PMP, PgMP certification

Job description

Overview of the Role:

The incumbent will be responsible for leading Operations Management Transitions across the EXL global footprint. The candidate should have an in-depth knowledge of business process Transitions.

The incumbent will be responsible for ensuring that the process Transitions are successfully implemented. In addition to enabling seamless Transitions, the incumbent will also be responsible for building capability of the Transitions function, bringing thought leadership to the table that improves Transitions set up and implementation.

The incumbent will also lead new business pursuits (RFPs) to develop customized solutions. The incumbent is expected to take over the Transitions of a specific client engagement as the Lead when an opportunity translates into new business.

Essential Functions:

• Mange end-to-end business process Transition projects, i.e. from solution design to steady state
• Work closely with our onshore clients, and internal stakeholders
• Provide ground level assessment and recommendations on processes with respect to process reengineering and offshoring feasibility
• The job will involve extensive interaction with business users, senior management and enabling teams at EXL.
• To lead client engagements, ensuring consistent service delivery
• Business development in select accounts

Primary Internal Interactions:

• Transitions Reviews: Program Leads, Transitions Managers, Operations Leads, Operations Managers, Quality and PE team
• Solutioning and implementation: BD Team, Strategic Deal Team, designated operations and enabling functions like recruitment, HR, Technology, LIFE, Compliance, Legal, L&D, etc. engaged on requirement basis
• Training and Development: Program Leads, Transitions Managers, Training function, external vendors as needed

Primary External Interactions:

• The primary external interactions of the incumbent will be throughout transition lifecycle role wherein the incumbent will interact with client stakeholders to present the solution and Transitions capabilities, and transition progress updates.

Competencies:

Technical Skills:

• Analytical skills
• Problem solving skills
• BPO industry knowledge, including understanding of enabling functions (technology, pricing) and operating environment
• Domain knowledge in specific vertical

Process Specific Skills:

• Project management skills

Soft Skills:

• Communication Skills: ability to engage with clients as well as internal stakeholders and convince them about the proposed idea, solution
• Self-Starter: there are no rigid boundaries in terms of the level of innovation that can be brought, and the incumbent will have to have the ability to be self-motivated to pursue and explore different avenues to come up with the optimum solution

Education Requirements:

• Graduate / Postgraduate in any stream
• PMP, PgMP certification (preferred)
• Work Experience Requirements

Work Experience Requirements:

• 8+ years of experience, most of which should be in BPO environment
• 3+ years of the BPO experience should be in Transitions
• Program Management experience of a small to medium size engagement
• Valid (10 year / 5 year) US &/or UK Visa will be an added advantage
• Must be criminal and credit clear

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets