Sr. Manager, Operations (Senior Operations Manager)

CXP are now part of the Huntswood Group; KwaZulu-Natal; Presencial; ZAR 900 000 - 1 300 000; Tempo integral

Resumo da oferta

Huntswood Group is seeking a Sr. Manager, Operations to own day-to-day performance across service, quality, customer experience and people metrics.

You will lead operational delivery, manage client relationships, and drive continuous improvement with a focus on governance and risk mitigation. The role requires strong leadership of Team Leaders and Operations Managers in a fast-paced environment, with a culture of accountability and engagement.

Qualificações

• 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.

Responsabilidades

• 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, QA, CSAT, 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.
• 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.
• 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.
• 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.
• 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 governance standards.
• Ensure robust governance around customer outcomes and regulatory requirements.

Descrição da oferta de emprego

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.