Senior Operations Manager - KPI-Driven Client Delivery

TP; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Teleperformance recognition programs

Job summary

Teleperformance in Cape Town seeks an experienced senior operations leader to drive service delivery for key client accounts. You will lead multiple teams, ensure KPI targets are met, and manage contracts, staffing and margins across client portfolios.

Your role centers on performance excellence and client satisfaction through consistent dialogue and proactive oversight. You will leverage extensive senior-management experience, KPI expertise, and a proven track record in delivering high-quality

Qualifications

• Extensive experience in a senior management role.
• At least 12 months tenure within Teleperformance as an Assistant Operations Manager.
• At least 3 years Senior Managerial experience.
• Experience in KPI Management and Performance Management.
• Proven track record in delivering high levels of customer service through sales.
• Matric/ Equivalent.
• Ability to multitask and delegate to meet tight deadlines.
• Solid commercial awareness & experience 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 of implementing and managing new and ongoing projects.

Responsibilities

• An ambassador for Teleperformance who leads by example and actively encourages best practice.
• Drive a culture of client-centricity across the site to add value for client groups.
• Highlight negative performance variances/trends and develop action plans with the team.
• Own the look and feel of the site; drive proactive Employee Forum.
• Build relationships with Client Services, HR, Learning & Development, WFM, and Quality/Compliance.
• Complete business-critical reports on time with meaningful commentary (AMF, Stoplight, etc.).
• Develop and implement initiatives to maintain high employee engagement across the site.
• Implement group-wide recognition programs and ensure timely delivery.

Skills

Senior management experience

KPI Management

Performance Management

Customer service delivery

Multitasking

Delegation

Commercial awareness

Cost/Profit Centre management

Contract terms understanding

Outsourcing understanding

Project delivery track record

Education

Matric/ Equivalent

Job description

Teleperformance in Cape Town seeks an experienced senior operations leader to drive service delivery for key client accounts. You will lead multiple teams, ensure KPI targets are met, and manage contracts, staffing and margins across client portfolios.

Your role centers on performance excellence and client satisfaction through consistent dialogue and proactive oversight. You will leverage extensive senior-management experience, KPI expertise, and a proven track record in delivering high-quality