Sr. Manager, Operations (Senior Operations Manager)

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Huntswood Group in Durban seeks a Senior Operations Manager to own day-to-day operational performance, ensuring service quality, customer experience, and people metrics are achieved. You will drive operational excellence, develop leadership capability, maintain client relationships, and foster a high-performing, continuous improvement culture.

You will lead teams in a fast-paced contact centre/BPO environment, managing performance across Sales, QA, CSAT, AHT, and productivity, while safeguarding

Qualifications

• Minimum 2 years' experience in an Operations Manager role.
• Experience in a contact centre/BPO environment.
• Experience managing UK Financial Services operations.
• Strong analytical and reporting capability with data-driven decision making.

Responsibilities

• Lead the operational delivery of the account to meet all performance targets.
• Monitor KPIs: Sales, QA, CSAT, AHT, schedule adherence, productivity; implement corrective actions.
• Manage client & stakeholder relationships; provide clear performance reports and governance updates.
• Coach and develop Team Leaders and Operational Managers; drive ownership and accountability.
• Champion continuous improvement and governance around customer outcomes and regulatory requirements.

Skills

Operations leadership

Stakeholder management

Performance management

Coaching & development

Data analysis

QA & CSAT knowledge

Contact centre experience

UK Financial Services exposure

Job description

Job Description

Sr. Manager, Operations (Senior Operations Manager)

Role Purpose

The Senior Operations Manager will take ownership of the day-to-day operational performance of the account, ensuring all service, quality, customer experience, and people metrics are achieved consistently. The role is responsible for driving operational excellence, developing leadership capability, maintaining strong client relationships, and delivering a high-performing culture focused on continuous improvement.

Key Responsibilities

Operational Leadership

• Lead the operational delivery of the account, ensuring achievement of all agreed performance targets.
• Monitor and evaluate performance against key operational KPIs including:
• Sales Performance
• Quality Assurance (QA)
• Customer Satisfaction (CSAT)
• Average Handling Time (AHT)
• Schedule Adherence
• Productivity and Efficiency Measures
• Identify performance trends and implement corrective actions where required.
• Drive continuous improvement initiatives to enhance operational effectiveness, customer outcomes, and overall productivity.
• Ensure operational risks are identified, managed, and mitigated appropriately.

Client & Stakeholder Management

• Act as a key point of contact for client stakeholders, building strong and credible relationships.
• Ensure client requirements are understood, communicated, and effectively delivered across operational teams.
• Prepare performance reports, business updates, and operational narratives for client reviews and governance meetings.
• Provide clear and transparent communication on performance, actions, risks, and opportunities.

People Leadership & Development

• Lead, coach, and develop Team Leaders and Operational Managers to achieve high levels of performance.
• Create a culture of ownership, accountability, engagement, and continuous improvement.
• Support succession planning and leadership development across the operation.
• Ensure regular coaching, performance conversations, and development plans are in place for all direct reports.
• Promote employee engagement and wellbeing initiatives across the business.

Performance Management

• Conduct regular performance reviews with leadership teams to monitor operational effectiveness.
• Lead weekly performance reviews, dip testing activities, and calibration sessions.
• Analyse performance data to identify opportunities for improvement and drive action plans.
• Implement structured feedback mechanisms, recognition programmes, and performance management frameworks to support high performance.
• Ensure underperformance is addressed effectively through coaching and improvement plans.

Customer Experience & Quality

• Drive a customer-centric culture focused on delivering exceptional service outcomes.
• Partner with Quality and Training teams to improve customer interactions and service delivery.
• Oversee quality frameworks, customer satisfaction performance, and operational compliance standards.
• Ensure robust governance around customer outcomes and regulatory requirements.

Essential Experience & Skills

• Minimum 2 years' experience in an Operations Manager or Senior Operations Manager role.
• Minimum 2 years' experience managing operations within UK Financial Services.
• Strong operational leadership experience within a contact centre, BPO, or customer service environment.
• Proven experience managing performance across Sales, Quality, Customer Service, and Productivity metrics.
• Strong understanding of:
• Quality Assurance (QA)
• Customer Satisfaction (CSAT)
• Performance Management
• Coaching and Leadership Development
• Continuous Improvement
• Experience managing client relationships and stakeholder engagement.
• Strong analytical and reporting capability with the ability to interpret data and drive action.
• Proven ability to lead high-performing operational teams in a fast-paced environment.

Personal Attributes

• Strong leadership presence with the ability to influence at all levels.
• Results driven and commercially focused.
• Excellent communication and stakeholder management skills.
• Highly organised with strong attention to detail.
• Resilient, adaptable, and comfortable working in a performance-led environment.
• Passionate about developing people and driving operational excellence.