Senior Operations Manager

K2 Recruit; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading recruitment firm seeks an experienced Senior Operations Manager based in Durban, KwaZulu-Natal. This role is critical for maximizing client satisfaction and profitability, leading a large team of agents. The ideal candidate should have a Matric qualification and a minimum of 5 years' senior leadership experience in the International BPO sector. The position involves ensuring high performance, achieving contractual targets, and fostering a positive team culture.

Qualifications

• Minimum 5 years' senior leadership experience in International BPO.

Responsibilities

• Accountable for growing and maximizing profitability and client satisfaction.
• Drive a high-performance culture through engaged teams.
• Deliver contractual KPI’s and SLA’s.

Education

Matric

Job description

POSITION INFO

The Senior Operations Manager is accountable for growing and maximizing the profitability and satisfaction of existing and new client relationships through a team of up to 300 agents, led by Operations Managers and Team Leaders.

This role is central to creating a high-performance culture where teams are engaged, valued, recognised, and rewarded for consistent performance. Delivery of contractual KPI’s and SLA’s is essential, along with driving a continuous improvement agenda to enable contract growth.

The role requires frequent client and stakeholder engagement, with performance insights effectively communicated to both internal and external audiences.

Minimum Qualifications & Experience

• Matric.
• Minimum 5 years’ senior leadership experience in International BPO