Senior Operations Manager - South Africa

About the Role

We are seeking a high-caliber Senior Operations Manager to drive operational excellence across our client accounts in South Africa. In this strategic leadership role, you will be the cornerstone of service consistency, ensuring that our delivery meets the highest standards of quality, efficiency, and client satisfaction.

Main Missions

• Operational Excellence: Oversee daily operations, optimize workflows, and implement continuous process improvements to ensure seamless service delivery and business continuity.
• Leadership & People Management: Direct and mentor a team of managers and supervisors, driving performance, productivity, and engagement while partnering with HR for talent retention and development.
• Client Success & Escalation: Act as the key escalation point for clients and stakeholders, proactively communicating risks and trends to maintain a "client-first" approach.
• Performance Monitoring: Analyze critical KPIs and SLAs (productivity, quality, attrition) to drive data-driven decision-making and provide regular reporting to senior global leadership.
• Compliance & Governance: Ensure strict adherence to internal SOPs, client requirements, and South African labor laws (BCEA, LRA, EEA, POPIA).

Profile Required

• Proven experience in a senior operational leadership role, preferably within a service-oriented or BPO environment.
• Strong expertise in managing multi-layered teams and driving performance through KPIs.
• Exceptional problem-solving skills with the ability to manage complex operational risks.
• Deep understanding of South African labor legislation and regulatory compliance.
• Excellent communication skills for high-level stakeholder management.

Required Skills

• Strategic Operations Management
• Performance & KPI Tracking (SLA)
• Team Leadership & Mentoring
• Client Relationship Management
• Compliance & Risk Management (BCEA, LRA, POPIA)