Senior Operations Manager (USA)

Trending Talent; Durban; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Trending Talent is seeking a Senior Operations Manager to drive strategic leadership and oversight across multiple operational units in a Durban-based BPO setting. You will translate goals into execution, oversee KPIs and budgets, and partner with clients and senior leaders to deliver exceptional service.

You will mentor Operations Managers and Team Leaders, lead process improvements, and ensure cost-effectiveness while maintaining client satisfaction and high performance.

Qualifications

• Matric / Grade 12 or equivalent.
• 0

Responsibilities

• Oversee day-to-day operations across multiple teams, meeting KPIs, SLAs, and contractual obligations.

Skills

Leadership

Strategic thinking

Communication

Analytical skills

Stakeholder management

Mentoring

Problem solving

Education

Matric / Grade 12

Bachelor’s degree in Business Management, Operations, or related field

Tools

MS Excel

PowerPoint

Data visualization tools

Job description

The purpose of a Senior Operations Manager is to provide strategic leadership and oversight across multiple operational units, ensuring service excellence, client satisfaction, and delivery of business objectives. The role is responsible for translating strategic goals into operational execution, driving efficiency, and fostering a culture of accountability, innovation, and continuous improvement.

Responsibilities

• Operational Leadership: Oversee day-to-day operations across multiple teams, ensuring KPIs, SLAs, and contractual obligations are consistently achieved.
• Performance Management: Monitor and evaluate team and departmental performance, using data-driven insights to identify trends, risks, and opportunities.
• Escalation Oversight: Manage escalations beyond Operations Manager level, ensuring timely resolution and root cause analysis to prevent recurrence.
• Leadership Development: Mentor Operations Managers and Team Leaders, providing guidance on leadership, performance management, and employee engagement strategies.
• Process Improvement: Drive initiatives to enhance efficiency, service delivery, and cost-effectiveness, leveraging technology and best practices.
• Resource Planning: Oversee workforce management, including forecasting, scheduling, and resource allocation to meet service levels and client requirements.
• Compliance & Standards: Ensure adherence to company policies, client contracts, and regulatory requirements, including disciplinary procedures and quality standards.
• Financial Management: Manage departmental budgets, monitor cost efficiency, and ensure profitability while maintaining client satisfaction.
• Reporting & Insights: Deliver accurate and timely operational reports, including Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR). Provide actionable insights and recommendations to senior leadership and clients.
• Stakeholder Engagement: Act as a key liaison between clients, senior leadership, and operational teams, ensuring expectations are met and relationships are maintained.
• Culture & Engagement: Champion employee engagement, recognition programs, and initiatives that foster a high-performance, motivated workforce.
• Strong leadership and people management skills, with proven ability to inspire and develop large teams.
• Excellent communication and influencing skills, adaptable across diverse stakeholders.
• Advanced analytical and problem-solving abilities, with proficiency in interpreting operational and financial data.
• Strategic planning and organisational skills, with a focus on resource optimization and service delivery.
• Coaching and mentoring capabilities, with a track record of building leadership pipelines.
• Financial acumen, including budget management, cost control, and understanding of client contracts and SLAs.
• Resilience and adaptability in managing complex, high-pressure environments.
• Initiative and proactive approach to identifying and addressing operational challenges.
• Strong reporting skills with demonstrated success in analysing and presenting findings, including WBR, MBR, and QBR exposure.

Experience & Qualifications

• Matric / Grade 12 – NQF Level 4 equivalent.
• Bachelor’s degree in Business Management, Operations, or related field (advantageous).
• Minimum of 2 to 3 years’ of experience in a senior operations manager role within the USA BPO space.
• Strong proficiency in MS Excel, PowerPoint, and data visualization tools.
• Proven track record of managing large-scale operations and delivering against performance, quality, and financial targets.
• Experience in client relationship management and contract governance.
• Demonstrated success in reporting and presenting operational performance to executive stakeholders.

Authority &reporting line

• The Senior Operations Manager will oversee Operations Managers, Team Leaders, and their respective agents, typically managing a headcount ofseveral hundred employees.
• They will report directly to the Associate Vice President.

The business reserves the right to place individuals in accordance with its internal Employment Equity (EE) requirements and objectives.