ZAF Operations Manager 1273

Teleperformance; Cape Town; Sur place; ZAR 550 000 - 1 050 000; Plein temps

Résumé du poste

Teleperformance in Cape Town seeks an experienced Senior Operations Manager to lead multiple client teams, drive KPI delivery, and ensure high service levels. You will manage performance across client accounts, develop improvement plans, and align with strategic HR and operations partners.

The role demands strong leadership, vendor and contract understanding, and a proven track record in outsourcing and project delivery within a high-volume environment.

Qualifications

• Senior management experience is required.
• Minimum 12 months in Teleperformance as Assistant Operations Manager (Essential).
• At least 3 years of senior managerial experience (Essential).
• Experience in KPI Management and Performance Management.
• Proven track record delivering high level customer service through sales.
• Ability to multi-task and delegate to meet tight deadlines.
• Solid commercial awareness with Cost/Profit Centre management.
• Understanding and managing client contract terms, staffing ratios, and driving margin.
• Understanding of outsourcing and performance management.
• Proven track record implementing and managing new and ongoing projects.

Responsabilités

• Ambassador for Teleperformance; lead by example and uphold values; manage operational management teams to meet KPIs across clients.
• Drive a culture of client-centricity to add value for client groups.
• Identify negative variances/trends and develop action plans with management.
• Own site look and feel; address issues and drive a proactive Site Employee Forum.
• Build relationships with stakeholders (Client Services, HR, L&D, WFM, Quality/Compliance) to achieve performance.
• Prepare and deliver business-critical reports on time with meaningful commentary (AMF, Contribution, Stoplight, client-specific).
• Develop initiatives to maintain high employee engagement; collaborate with HRBP.
• Implement group-wide recognition programs and ensure timely delivery.
• Host client visits and reviews; manage service-related escalations as required.
• Coordinate quarterly/annual reviews with HRBP ensuring proper outcomes.

Connaissances

Senior management experience

KPI management

Performance management

Customer service excellence

Project delivery

Multi-tasking & delegation

Cost/Profit Centre management

Contract terms understanding

Outsourcing knowledge

Strategic leadership

Formation

Matric/ Equivalent

Description du poste

Overview

For delivery of service to clients on my site, ensuring all key performance indicators are met.I lead, develop, motivate, manage and organize a number of teams across the clientaccountsensuring we are consistently meeting client’s expectations through regular and effective dialogue.I translate the collective needs of theclientensuringthis is achieved through operational delivery.

Qualifications

Qualifications & Experience Required:

• Extensive experience in a senior management role

• At least 12 months tenure within Teleperformance as an Assistant Operations Manager (Essential)

• At least 3 years Senior Managerial experience (Essential)

• Experience in KPI Management and Performance Management

• Proventrack recordin the delivery ofa high levelof customer service through sales

• Matric/ Equivalent

• Ability to multi-task and delegate to meet tight deadlines

• Solid commercial awareness & experience with Cost/Profit Centre management

• Understanding and managing client contract terms, staffing ratios, and driving margin

• Understanding of outsourcing and performance management

• Proventrack recordof implementing and managing new and ongoing projects

Responsibilities

Key Responsibilities:

• An ambassador for Teleperformance who leads by example,demonstratesour values, and actively encourages best practice. I support the company in changes to policies and procedures whererequired. I manage the operational management teams ensuring all key performance targets are met for all clients under my accountability.

• Drive a culture of client-centricity across the site ensuring all actions result in added value for our client groups.

• Highlight negative performance variances/trends, andimmediatelydevelop action plans to address personally and through my management team.

• Own the look and feel of my site ensuring issues are brought to my attention and are then recorded and followed through. I ensure this happens through driving a proactivesiteEmployee Forum.

• Build relationships and work closely with other key stakeholders to achieve optimum performance and engagement levels at all times.This includes Client Services, Human Resources, Learning & Development, Work ForceManagementand Quality/Compliance.

• Complete business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Stoplight Report, and any client specific reports not completed by Client Services.

• Develop and implement regular initiatives thatmaintainhigh levelsof employee engagement across the site supported by the Strategic HR Business Partner.

• Implement group wide recognitionprograms/awards and ensure thetimelydelivery of each.

• Host visits for both existing and prospective clients, attend review meetings andmanagingservice relatedclient escalations asrequired.
• Coordinate the quarterly review/annual review processes in partnership with the Strategic HR Business Partner ensuring all reviews are professionally completed with theappropriate outcomes

Skills & CompetenciesRequired:

Emotional Intelligence

Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action

Listensactively to the (emotional) needs of your team members, strives to understandthemand acts appropriately to build positive relationships.

Entrepreneurship

Visionary leadership often requires taking initiative, managing risks, and driving innovation.

Communication

Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

Collaboration

Effective interpersonal skills are essential for teamwork and building strong professional relationships.

Open-Mindedness

Being receptive to different perspectives helps in building meaningful relationships.

Solution Orientation

Problem-solvingis the process of analyzing an issue, finding its causes, and figuringatthe best way to fix it.

Solution orientationis the mindset of focusing on solutions instead of just the problem.

They work together because:

• Problem-solving helpsunderstandthe issue.

• Solution orientationkeeps tothingspositive and action-focusedinstead of getting stuck on obstacles.

Together, they ensureboth analysis and actionto fix problems efficiently

Process Excellence

Achievement-oriented individuals strive for efficiency and effectiveness in their work.

Critical Thinking

They analyze situations to overcome obstacles and achieve results