Senior Operations Manager - KPI & Client Delivery

Teleperformance; Cape Town; On-site; ZAR 550,000 - 1,050,000; Full time

Job summary

Teleperformance in Cape Town seeks an experienced Senior Operations Manager to lead multiple client teams, drive KPI delivery, and ensure high service levels. You will manage performance across client accounts, develop improvement plans, and align with strategic HR and operations partners.

The role demands strong leadership, vendor and contract understanding, and a proven track record in outsourcing and project delivery within a high-volume environment.

Qualifications

• Senior management experience is required.
• Minimum 12 months in Teleperformance as Assistant Operations Manager (Essential).
• At least 3 years of senior managerial experience (Essential).
• Experience in KPI Management and Performance Management.
• Proven track record delivering high level customer service through sales.
• Ability to multi-task and delegate to meet tight deadlines.
• Solid commercial awareness with Cost/Profit Centre management.
• Understanding and managing client contract terms, staffing ratios, and driving margin.
• Understanding of outsourcing and performance management.
• Proven track record implementing and managing new and ongoing projects.

Responsibilities

• Ambassador for Teleperformance; lead by example and uphold values; manage operational management teams to meet KPIs across clients.
• Drive a culture of client-centricity to add value for client groups.
• Identify negative variances/trends and develop action plans with management.
• Own site look and feel; address issues and drive a proactive Site Employee Forum.
• Build relationships with stakeholders (Client Services, HR, L&D, WFM, Quality/Compliance) to achieve performance.
• Prepare and deliver business-critical reports on time with meaningful commentary (AMF, Contribution, Stoplight, client-specific).
• Develop initiatives to maintain high employee engagement; collaborate with HRBP.
• Implement group-wide recognition programs and ensure timely delivery.
• Host client visits and reviews; manage service-related escalations as required.
• Coordinate quarterly/annual reviews with HRBP ensuring proper outcomes.

Skills

Senior management experience

KPI management

Performance management

Customer service excellence

Project delivery

Multi-tasking & delegation

Cost/Profit Centre management

Contract terms understanding

Outsourcing knowledge

Strategic leadership

Education

Matric/ Equivalent

Job description

Teleperformance in Cape Town seeks an experienced Senior Operations Manager to lead multiple client teams, drive KPI delivery, and ensure high service levels. You will manage performance across client accounts, develop improvement plans, and align with strategic HR and operations partners.

The role demands strong leadership, vendor and contract understanding, and a proven track record in outsourcing and project delivery within a high-volume environment.