Senior Head of Operations

We are seeking an experienced and dynamic Senior Head of Operations to lead our contact centre operations, ensuring exceptional service delivery to our international customers.

Job Description

The ideal candidate will have a proven track record in managing large-scale contact centre operations, driving performance improvements, and leading a diverse team to achieve operational excellence.

Primary Responsibilities

• Pricing for new business and ensuring that the solution offered to new clients is deliverable to their expectations and within the Capita SA framework and P+L requirements.
• Defining, implementing, and revising operational policies and guidelines for the organization
• Developing and executing new growth directives
• Work with cross-functional teams across the business to solution and deliver as required by the business.
• Ensure team management and have ownership for overall operational delivery.
• Distribute responsibilities among the Operational Leadership team and monitor ownership.
• Develop and manage the operational business plan
• Track implementations, quality, risks and concerns and publish periodic status updates and reports.
• Ensure accurate adherence to both the Capita and Client’s framework.
• Liaise with multiple business lines and functions (Operations, HR & IT, etc.) on requirements for campaigns on a local and global level.
• Coach, guide and support the operational delivery teams to achieve individual, team and client objectives.
• Overall responsible for the commercial profit and loss for specific campaign
• Liaising with departmental Senior Management to develop financial plans and ensure company-wide operational compliance
• Keeping track of the company’s revenue margins and conduct budget reviews to maximize profits

Professional Know-how

• Matric
• Bachelor’s degree in business administration, Operations Management, or a related field. MBA preferred.

Experience:

• At least 10 years Contact Centre experience gained within a senior management capacity
• Extensive commercial experience
• With a successful track record (please highlight your success in your updated CV, indicative of direct and indirect reports, team successes and challenges.

Knowledge (what must I know):

• Understanding of and immersion in the client’s requirements
• Strategic planning
• Excellent stakeholder management and relationships
• Leadership
• Business and Commercial acumen
• Ability to drive and meet business objectives
• Negotiation
• Drive the Capita Values

Skills and Abilities (what must I be able to do / display):

• Service delivery by assigned teams within the agreed SLA frameworks
• Resource planning to meet service levels around PCA and customer experience.
• Hour’s delivery to protect the revenue generation
• Relationship Management including external stakeholders and client management.
• People management including Attrition, performance, leave and absenteeism, Employee Satisfaction levels and overall engagement
• Compliance of the teams with internal and external, regulatory and framework requirements
• Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C) Scheme.
• Process improvements, new business projects and other initiatives for system enhancements

Working Relationships

Internal:

• Internal Stakeholders
• Business lines, functions

External:

• Clients
• External stakeholders

Working model:

This is a role which is primarily office based.

Some domestic and international travel may be required.

About Us

Capita is an award-winning contact center service company with fully hosted global delivery centers trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities, and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser, and a spa.

What’s in it for you?

• Competitive remuneration package
• Excellent monthly performance bonus of up to 20% of basic salary
• Free door to door transport for evening shifts after 7pm
• A progressive career path to help you develop in your Call center career.
• Comprehensive product training in a fun collaborative environment
• Excellent accredited training programs to assist you in career development on a variety of subjects/concepts.
• Employee Share Scheme Trust after 24 months tenure with Capita
• Eligibility to participate in our scholarship program after 24 months tenure with Capita.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.