Senior Operations Manager

Short Job Description: 

Our client seeks a senior operations manager, with process improvement experience, who will be responsible for setting the vision and direction for a Virtual (remote) Customer Service team and be accountable for all aspects of this team. The incumbent will lead a large team of up to 3,000 customer service associates, team managers, group managers and operations managers. This job is a work from home role. Office visits are required to Cape Town when required. 


Where will the candidate work from, if not home based? (Town/Suburb or state work-from-home): 
Work from home job with travel to Cape Town.
Select which one of these best describes the role: 
50% or more work from home
Main area of expertise for this position: 
Executive Level Management - Business/Commerce (general)
Executive Management
Strategic Planning
Management - Call Centre and Customer Service
Required Qualification: 
Preference to Masters level or MBA degree.
Required computer program skills: 
MS Office
Estimated hours (state hours per day or week): 
Full-time with flexibility
Remuneration in ZAR: 
Market related
Remuneration term: 
Job posting date: 
Tuesday, November 26, 2019
Full Job Description: 

Operations Manager Job - Work from home with travel to Cape Town. 

The senior operations manager is responsible for the overall direction, coordination, and evaluation of the team under management so as to meet operational, financial and business goals.  This role will lead a large team of up to 3,000 customer service associates (1,000 - 2,000 off-peak), team managers, group managers and operations managers who work 24/7, 365 days a year from remote offices to improve customer experience, increase productivity and maintain high service levels.

Key Objectives:

• Understand and demonstrate the company's core values and leadership principles. 

• Carry out leadership and management responsibilities in accordance with the organization's policies and procedures. 

• Mentor others in developing leadership behaviours. Hires, manages and develops great talent. 

• Identify individual strengths of team members and actively fosters career advancement within the organisation. 

• Actively seek to understand core business values and initiatives, and translates those into every day Customer Service practices. 

• Work with the director to determine the strategy to achieve overall VCS (Virtual Customer Service) and country goals. 

• Shape the direction of the team, keeps them focused and motivated to deliver the right results. 

• Combines a deep cross-functional business understanding with a long-term industry-wide strategic context for all decision making. 

• Understands how to position the organization for success. 

• Effectively apply best practices to all strategic decisions. 

• Maximize resources for the greater good of the organization. 

• Maintain a complete and thorough understanding of technical systems in a complex virtual customer service organization. 

• Implement change or develop new processes as necessary to provide the ability to better service multiple work types. 

• Continually measure and evaluate all work processes using process improvement methodology e.g. Kaizen, Lean, DMAIC. 

• This position requires a candidate who has the ability to drive process improvements and keep pace with the explosive growth of the organisation while motivating others to meet the challenges of an extremely deadline-driven environment. 

• Demonstrate clear written and oral communication. 

• Demonstrate emotional maturity and exercises good judgement in all communications. 

• Build positive productive relationships with numerous stakeholders and partners around the world. 

• Overcome time zone and geographic distance to drive cross-functional initiatives and ensure compliance with business policies. 

• Deal with the complexity of multiple lines of business and regions. 

• Demonstrate flexibility in work hours based on business need which will include working hours outside standard South African daytime office hours 

• Ability to work throughout the company peak periods of July and December, annually 

• Travel: This is a home-based role and will require the incumbent to travel to Cape Town and international destinations as and when required. 

Skills Required:

  • Experience with project management
  • Strong written communication skills
  • Knowledge of Six Sigma/Lean Processes, and a proven track record in process improvement
  • Strong verbal communication and presentation skills
  • Experience leading and motivating a diverse workforce

Preferred Qualification:
Master’s Degree or MBA

Application process:
Before applying check that your CV is comprehensive and that the roles and responsibilities demonstrate your capabilities and experience rather than a list of tasks. Always write in full sentences. You have up to 12 places of previous employment to demonstrate your skills, use as many as you feel are required but always include more than one. Write a motivational email explaining why you should be considered for the role. The motivational email will be seen before the CV and is submitted to the client with the CV. If you have not heard back within 14-21 days please assume the application was not successful.

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