Strategic Operations Director — Client Growth & Excellence

Concentrix; Cape Town; On-site; ZAR 1,800,000 - 2,400,000; Full time

Job summary

Concentrix is seeking a Snr Operations Director to provide strategic leadership across a portfolio of client accounts in a national contact centre operation. You will drive commercial growth, client satisfaction, and operational excellence while leading large teams through transformational programs.

You will own budgets, forecast, and performance metrics, ensuring governance and risk controls, and you will foster a high-performance culture with accountability and collaboration across sites and

Qualifications

• Grade 12 / Matric.
• Bachelor's Degree in Business Management, Commerce, Operations Management, or a related field.
• Minimum 8-10 years' experience within a BPO, customer management, or contact centre environment.
• Minimum 5 years' experience in a senior operational leadership role (Senior Operations Manager, Head of Operations, Associate Director, or equivalent).
• Proven experience managing multiple client accounts, large-scale operations, and senior client relationships.
• Demonstrated experience leading sales, customer service, retention, collections, or customer experience operations.
• Strong experience managing operational budgets, forecasting, and P&L accountability.
• Track record of delivering client satisfaction, operational performance, and business growth.

Responsibilities

• Provide strategic direction and operational leadership across a portfolio of client accounts and business units.
• Develop and execute operational strategies aligned with organizational objectives, client expectations, and growth plans.
• Drive operational excellence through governance, risk management, and performance improvement initiatives.
• Lead transformation and innovation programs that enhance service delivery, customer experience, productivity, and profitability.
• Ensure operational scalability and readiness to support business growth and new client implementations.
• Act as the senior operational contact for assigned clients and stakeholders.
• Build executive relationships that support client retention and growth.
• Lead Quarterly Business Reviews, governance meetings, and strategic planning with client stakeholders.
• Ensure delivery against contractual SLAs, KPIs, compliance, and customer experience metrics.
• Identify opportunities for account growth, upselling, and service expansion with Business Development teams.
• Proactively manage escalations, ensuring timely resolution and stakeholder communication.

Skills

Leadership

Strategic thinking

Commercial acumen

Client management

Operational excellence

Education

Bachelor's Degree in Business Management, Commerce, Operations Management, or related field

Grade 12 / Matric

Postgraduate qualification in Business Management / Leadership / Operations

Tools

CRM

Workforce Management

Quality Assurance

Contact centre technologies

Job description

Concentrix is seeking a Snr Operations Director to provide strategic leadership across a portfolio of client accounts in a national contact centre operation. You will drive commercial growth, client satisfaction, and operational excellence while leading large teams through transformational programs.

You will own budgets, forecast, and performance metrics, ensuring governance and risk controls, and you will foster a high-performance culture with accountability and collaboration across sites and