Surgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for International companies with Digital Intelligence.

Our client is recruiting for a Head of Operations Manager to join their team based in Cape Town.

Job purpose:

• Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realisation, Profitability
• Ensure all migrations are managed seamlessly
• Map peer levels across client organization and establish peer level relationships within the client organisation
• Establishing operational performance goals
• Work with the Sales, Client Relationship Managers and Migrations Team to provide support/oversight for new/ additional off shoring opportunities
• Ensure control measures are put place for adherence to budget and cost control

Responsibilities:

• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation
• Implementing revenue and cost plans
• Establish a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc

Skills:
Technical Skills

• Excellent Communication skills
• Good Computer navigation skills
• Good keyboarding speed
• Basic knowledge of offshoring technology set-up like Bandwidth utilisation etc.

Process Specific Skills

• Inbound call centre experience is essential
• Some level of experience in Back-office transaction processing preferred
• P&C 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

Qualification & Experience:

• Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a government registered and nationally recognised educational institution.
• Preferably a Postgraduate
• Minimum 8 years’ work experience; preferably from International BPO background
• Should have managed Teams for at least 3 years
• Preferred Campaign experience - Insurance/ Retail/ Financial services/ Telecom/ FMCG/ Travel/ Utilities

Salary: Market related

Working hours: US hours (Rotational shifts)

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202305 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za

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