Senior Operations Manager

Kura (CS) Limited; South Africa; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Structured coaching and development

Progression opportunities

Wellbeing support and EAP

Financial, family and legal support

Health and wellbeing programmes

Kura Kudos peer recognition

Job summary

Kura (CS) Limited is seeking an experienced Operations Manager in South Africa to drive process efficiency and revenue growth across a multi-team project. You will lead Operations and Team Managers to deliver KPIs, coach the coaching culture, and ensure high customer satisfaction through collaborative leadership.

You will partner with HR and other departments to plan staffing, forecast demand, and report on financial performance, while maintaining a strong sales culture and delivering client

Qualifications

• Excellent written, numeracy, verbal and presentation skills.
• Outbound & inbound contact centre operational management experience within a sales environment.
• Effective leadership through team building, development and coaching culture.
• Highly focussed and sales driven with a track record of achievement.
• Commercial awareness and financial management.
• Ability to recruit and create dynamic, high-performing teams.

Responsibilities

• Achieve all operational KPIs across a project to meet contractual obligations, including sales performance and customer satisfaction targets.
• Forecast and analyse revenue performance; identify growth opportunities and report on financials.
• Manage day-to-day client relationships at operational levels ensuring high client satisfaction.
• Lead and coach Operations and Team Managers to deliver sales excellence and high-quality service.
• Collaborate with HR on employee engagement and attrition initiatives to maintain a motivated workforce.
• Coordinate recruitment planning with Resource Planning, HR, Recruitment and Training to maintain staffing levels.
• Analyse project results and work with Continuous Improvement to implement improvement plans.
• Maintain knowledge of competitor activity and industry regulatory requirements.
• Communicate effectively to create a motivated and challenged workforce.
• Prepare and present monthly and quarterly client reviews and executive reports.

Skills

Communication skills

MS Office proficiency

Sales management

Leadership & coaching

KPI management

Team building

Tools

MS Office

Job description

To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture

What you will do

• Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets
• Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
• Forecast and plan recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
• Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements
• Create and maintain a strong sales culture and performance driven working environment
• Communicate effectively with the team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive reports.
• Judgement and decision making
• Objective setting to achieve delivery of Client strategic imperatives
• Objective setting to achieve delivery of KURA contractual and internal KPIs and financial targets
• Analysis of reports and decision making in relation to performance management, recruitment and disciplinary issues
• Managerial responsibility
• Operations Managers
• Team Managers
• Responsibility for delivery of project Revenue, Gross Margin targets and sales performance
• Driving efficiencies to increase profit margins
• Responsibility for identifying revenue generation and sales improvement opportunities
• External relationships
• Operational clients
• Client support functions
• Internal relationships
• Operational Excellence management teams
• Client Engagement management teams
• Innovation & Insight teams
• People & Culture teams

What we are looking for

• Excellent written, numeracy, verbal and presentation skills
• Highly proficient in MS Office applications
• Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
• Effective leadership through team building, development and a strong coaching culture
• Highly focussed and sales driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to recruit and create dynamic and highly performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Experience of managing multiple projects and varying team sizes
• Excellent written, verbal and presentation skills
• Act with integrity at all times when representing our business and its people
• Ambassador for KURA values and brand
• Solutions orientated
• Endless enthusiasm with determination to overachieve on set targets

What we offer

We have spent over thirty years building a business around developing people. Here’s what that means for you.

• Structured coaching and development that runs for as long as you are with us, not a one off induction week
• Real routes to progress. Most of our managers were promoted from within, and so was our CEO
• Wellbeing support and an Employee Assistance Programme
• Access to financial, family and legal support
• Health and wellbeing programmes
• Peer recognition through Kura Kudos, with more than 20,000 shared across the business every year

About Kura

Kura is an independently owned customer experience partner with over 35 years’ experience, operating from Glasgow, Sunderland and South Africa. We build customer experience solutions around our clients’ businesses, and we develop our people for the long term.