Senior Operations Manager - Client Delivery & KPI Leadership

Teleperformance; Gqeberha; On-site; ZAR 1,200,000 - 2,100,000; Full time

Job summary

Teleperformance is seeking an experienced Senior Operations Manager to lead multiple teams across client accounts, ensuring KPI targets are met and client expectations are consistently delivered through proactive dialogue and operational excellence.

The role requires strong leadership, strategic thinking, and a proven track record in customer service delivery, KPI management, and project execution within a telecommunication or contact centre environment.

Qualifications

• Senior management experience in a leadership role.
• At least 12 months tenure within TP as an Assistant Operations Manager.
• At least 3 years senior managerial experience.
• Experience in KPI and performance management.
• Proven track record in delivering high levels of customer service through sales.
• Matric/Equivalent.
• Ability to multi-task and delegate to meet deadlines.
• Commercial awareness & cost/profit centre management.
• Understanding client contract terms, staffing ratios, and driving margin.
• Understanding outsourcing and performance management.
• Proven track record implementing and managing new and ongoing projects.

Responsibilities

• Lead and manage operational delivery across client accounts to meet KPIs.
• Drive client-centric culture and add value for client groups.
• Identify negative variances and develop action plans with the team.
• Own site look and feel and drive a proactive Employee Forum.
• Build relationships with stakeholders to achieve performance and engagement.
• Complete critical reports on time with meaningful commentary (AMF, Stoplight, etc).
• Develop initiatives to maintain high employee engagement with HRBP support.
• Implement group-wide recognition programs and ensure timely delivery.
• Host visits for clients, attend reviews, and manage escalations as required.
• Coordinate quarterly/annual reviews with the HR partner for outcomes.

Skills

Senior management

Customer service

KPI management

Performance management

Cost/Profit centre management

Staffing and delegation

Outsourcing experience

Education

Matric/Equivalent

Job description

Teleperformance is seeking an experienced Senior Operations Manager to lead multiple teams across client accounts, ensuring KPI targets are met and client expectations are consistently delivered through proactive dialogue and operational excellence.

The role requires strong leadership, strategic thinking, and a proven track record in customer service delivery, KPI management, and project execution within a telecommunication or contact centre environment.