Senior Operations Manager (UK Market - Telco Sales / Retentions)

Concentrix; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading customer experience company is seeking a Senior Operations Manager for the UK market, specifically in Telco Sales and Retentions. This role involves coaching teams, managing client relationships, and ensuring financial objectives are met. Successful candidates should have strong sales experience, excellent communication skills, and the ability to adapt to changing business needs.

Qualifications

• 1 year of Senior Ops Manager experience or 5 years in other relevant roles.
• Essential experience as an Operations Manager.
• Proven ability to foster customer service disposition.

Responsibilities

• Coaching and supervising a team of Operations Managers.
• Building and maintaining client relationships.
• Meeting service level agreements and financial expectations.

Skills

Hard sales experience

Excellent communication skills

Ability to analyze and improve work processes

Capacity to mentor and coach teams

Organizational skills

Flexibility in adapting to changes

Ability to maintain professionalism under pressure

Job description

Job Title

Senior Operations Manager (UK Market - Telco Sales / Retentions)

Job Location

Western Cape, Cape Town Deadline : December 31,

Job Description

The Senior Operations Manager is responsible for coaching and supervising a group of Operations Managers and / or Team Leaders.

This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Essential Functions / Core Responsibilities

Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention

Ensures program has proficient training, staff development, and effective employee relation / recognition programs

Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

Ensure that the operations is in compliance with active contracts

Oversee client relationships; facilitate open communications, understand client perspectives / expectations, and monitor client satisfaction

Partnering with Business Development to leverage and expand new business from client(s)

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.

and partner to define action plans that resolve issues and drive continuous improvement

Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends

Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities

Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Candidate Profile

1yr Senior Ops Manager experience OR 5yrs min.

Operations Manager experience - This is essential

Hard sales experience - This is essential

Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals

Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs

Work well under pressure and follow through on items to completion while maintaining professional demeanor

Excellent communication skills, both written and verbal.

Ability to effectively present information to internal and external associates

Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor, coach and provide direction to a team of employees

Demonstrated ability to take initiative and ownership with focus on continuous improvement

Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

Willingness to work a flexible schedule