Senior Operations Leader – Client Excellence

EXL Talent Acquisition Team; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

EXL is seeking a Senior Operations leader in Cape Town to drive capacity planning, staffing and budgeted targets. You will oversee Managers and Executives, ensure client SLA compliance, and steer improvement initiatives while maintaining SOX/ISO standards. Strong leadership and governance experience are essential.

The role requires 3+ years in Senior Operations Management, 5 years in Business Process Off-shoring, and a proven track record in delivering on revenue and cost plans.

Qualifications

• 5 years of work experience in Business Process Off-shoring.
• Must have 3 years Senior Operations Management / Head Of Operations experience.
• Credit Clear and Criminal Clear.
• Matric and preferably a Post-Graduate.

Responsibilities

• Formulation and execution of capacity and staffing plans based on medium term business forecast.
• Negotiating and finalizing SLAs with the Client - contract negotiation.
• Implementing revenue and cost plans.
• Establishing a review/reporting mechanism with the Client.
• Developing and approving incentive plans.
• Identify and champion continuous improvement initiatives.
• Provide leadership to team of Managers, Assistant Managers and Executives.
• Ensure compliance to internal and client requirements such as SOX, BS7799, ISO.

Education

Matric

Post-Graduate preferred

Job description

EXL is seeking a Senior Operations leader in Cape Town to drive capacity planning, staffing and budgeted targets. You will oversee Managers and Executives, ensure client SLA compliance, and steer improvement initiatives while maintaining SOX/ISO standards. Strong leadership and governance experience are essential.

The role requires 3+ years in Senior Operations Management, 5 years in Business Process Off-shoring, and a proven track record in delivering on revenue and cost plans.