Operations Director

Operations Director page is loaded## Operations Directorremote type:
Oparte na pakiecie Office locations:
Cape Towntime type:
Zatrudnienie w pełnym wymiarze godzinposted on:
Opublikowano dzisiajjob requisition :
The Operations Director is a pivotal leadership role responsible for managing and optimizing large-scale contact center operations. This position requires an experienced professional who consistently drives performance improvements and leads a diverse team to achieve operational excellence.
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* Job title:

** Operations Director
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* Job Description:

** Key Responsibilities
** Strategic Leadership
*** Develop and execute operational strategies to support growth, profitability, and client satisfaction.
* Lead cross-functional teams to deliver innovative solutions and foster a culture of continuous improvement.
* Represent operations in executive forums and contribute to business strategy and transformation initiatives.
* Champion an inclusive workplace where all team members feel valued.
** Operational Excellence
*** Define, implement, and improve operational policies, processes, and performance standards.
* Collaborate with stakeholders to achieve collective goals.
* Oversee delivery of all operational KPIs, ensuring quality, efficiency, and client metric targets are met or exceeded.
* Maintain robust risk management, business continuity plans, and compliance with Capita and client frameworks.
** Financial Management
*** Own and manage the operational P&L, driving revenue growth and optimizing costs.
* Develop and manage budgets, forecasts, and financial plans in partnership with Finance and divisional leadership.
* Monitor and report on financial performance, implementing corrective actions as necessary.
** People Leadership
*** Build and lead a high-performing, diverse operational leadership team.
* Ensure team members are valued, included, and engaged, driving a culture of accountability and continuous development.
* Oversee talent management, succession planning, and leadership development.
** Client & Stakeholder Management
*** Serve as the executive point of contact for key clients, ensuring satisfaction and retention.
* Foster strong relationships with internal and external stakeholders, including HR, IT, and business partners.
* Lead client governance forums and participate in contract negotiations and renewals.
** Key Deliverables
*** Operational Efficiency & Quality:
Achievement of SLAs and client requirements; delivery of process improvement initiatives; high compliance audit scores.
* Financial Performance:
Revenue growth and profitability targets; achievement of cost-to-serve and cost reduction goals; accurate budget management.
* People & Culture:
Employee engagement and retention rates (95% retention in leadership roles); participation in leadership development; achievement of DEI metrics.
* Client & Stakeholder Satisfaction:
Client satisfaction scores (CSAT/NPS); successful delivery of client projects; positive stakeholder feedback.
* Strategic Initiatives:
Timely and budget-compliant delivery of transformation projects; implementation of digital and AI-driven enhancements; achievement of strategic objectives.

Academic Qualifications
* Matric qualification
* Bachelor’s degree in Business Administration, Operations Management, or related field
* MBA preferred
** Experience
* ** Minimum 5–10 years’ contact center experience in senior management
* Extensive commercial experience
* Performance rating of ‘Strong performer and above’ for a rolling period of three months

Knowledge, Skills & Abilities
* In-depth understanding of client requirements
* Effective multi-channel communication skills
* Strategic planning expertise
* Excellent stakeholder management and relationship-building abilities
* Demonstrated leadership and commercial acumen
* Strong negotiation skills
* Commitment to Capita values
* Effective people management and service delivery within SLA frameworks
* Resource planning and hours management to support revenue generation
* Managing attrition, performance, leave, absenteeism, and employee satisfaction
* Ensuring compliance with regulatory and framework requirements
* Leading process improvements, new business…