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Senior Operations Manager (AVP Operations)

col-narrow-left   

Location:

Cape Town, Western Cape 

Salary:

Market Related

Posted:

15-10-2020
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Job Type:

Permanent

Job Level:

Management

Employment Equity:

Open to All Candidates
col-wide   

Job Description:

Reports to: VP OPS
Span of Control: 250+ incl. Managers, Leads and AM’s

ABC worldwide is looking for a Senior Operations Manager for a BPO based in the CBD. A key assistant to the Vice President whose primary roles include (not limited) to capacity planning, adherence to service levels, revenue realisation and profitability. A person who can set a good example, delivers consistency and proactive.

Primary Internal Interactions:

  • Below: Senior Managers and Managers
  • Above: VP Ops
  • Support: Training, HR & Process Excellence Teams and Client Relationship Managers


Primary External Interactions:

  • Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)


Basic Function:

  • Manage the Operational Delivery which includes, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
  • Ensure all migrations are managed seamlessly
  • Map peer levels across client organization and establish peer-level relationships within the client organization
  • Establishing operational performance goals
  • Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional offshoring opportunities
  • Put control measures in place to ensure adherence to budget and cost control
 
Duties:
  • Implementing revenue costs and capacity planning
  • Developing and approving cost plans and incentive plans
  • Provide leadership to Managers, Asst Managers and Executives
  • Establishing a review/reporting mechanism with client
  • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
  • Negotiating and finalizing SLA’s with the Client – contract negotiation
  • Identify and champion black belt improvement projects
  • Review the progress of attraction action plans and check effectiveness
The Performance parameters include:
  • Client satisfaction (15%)
  • Revenue and costs (40%)
  • Process Improvement (10%)
  • Employee satisfaction (10%)
  • Attrition management (25%)
 
* The weightings may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor

Requirements:
  • Degree/Diploma (3 years or more) and preferably a Postgraduate
  • Minimum 8 years work experience, preferably BPO background.
  • Experience in managing teams for at least 3 years.
 
Skills
Technical Skills
  • Excellent Communication skills
  • Good Computer navigation skills
  • Good keyboarding speed
  • Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.
Process Specific Skills
  • Inbound call center experience is essential.
  • Some level of experience in Back-office transaction processing preferred
  • L&A Insurance, preferably US.
Soft skills
  • Reasonable level of business perspective and capability to drive improvements based on benchmarks
  • Strong people management and leadership skills
  • Process Excellence methodology
  • Good cross-functional appreciation and capability to team with relevant others to drive business objectives

Job Category:

Call Centre, Customer Service

Company Info


ABC Worldwide Pty (Ltd)
Cape Town, WC, South Africa

Please register to view contact info


Senior Operations Manager (AVP Operations)

col-narrow-left   

Location:

Cape Town, Western Cape 

Salary:

Market Related

Posted:

15-10-2020
col-narrow-right   

Job Type:

Permanent

Job Level:

Management

Employment Equity:

Open to All Candidates
col-wide   

Job Description:

Reports to: VP OPS
Span of Control: 250+ incl. Managers, Leads and AM’s

ABC worldwide is looking for a Senior Operations Manager for a BPO based in the CBD. A key assistant to the Vice President whose primary roles include (not limited) to capacity planning, adherence to service levels, revenue realisation and profitability. A person who can set a good example, delivers consistency and proactive.

Primary Internal Interactions:

  • Below: Senior Managers and Managers
  • Above: VP Ops
  • Support: Training, HR & Process Excellence Teams and Client Relationship Managers


Primary External Interactions:

  • Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)


Basic Function:

  • Manage the Operational Delivery which includes, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
  • Ensure all migrations are managed seamlessly
  • Map peer levels across client organization and establish peer-level relationships within the client organization
  • Establishing operational performance goals
  • Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional offshoring opportunities
  • Put control measures in place to ensure adherence to budget and cost control
 
Duties:
  • Implementing revenue costs and capacity planning
  • Developing and approving cost plans and incentive plans
  • Provide leadership to Managers, Asst Managers and Executives
  • Establishing a review/reporting mechanism with client
  • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
  • Negotiating and finalizing SLA’s with the Client – contract negotiation
  • Identify and champion black belt improvement projects
  • Review the progress of attraction action plans and check effectiveness
The Performance parameters include:
  • Client satisfaction (15%)
  • Revenue and costs (40%)
  • Process Improvement (10%)
  • Employee satisfaction (10%)
  • Attrition management (25%)
 
* The weightings may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor

Requirements:
  • Degree/Diploma (3 years or more) and preferably a Postgraduate
  • Minimum 8 years work experience, preferably BPO background.
  • Experience in managing teams for at least 3 years.
 
Skills
Technical Skills
  • Excellent Communication skills
  • Good Computer navigation skills
  • Good keyboarding speed
  • Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.
Process Specific Skills
  • Inbound call center experience is essential.
  • Some level of experience in Back-office transaction processing preferred
  • L&A Insurance, preferably US.
Soft skills
  • Reasonable level of business perspective and capability to drive improvements based on benchmarks
  • Strong people management and leadership skills
  • Process Excellence methodology
  • Good cross-functional appreciation and capability to team with relevant others to drive business objectives

Job Category:

Call Centre, Customer Service

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