SURGO has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They are headquartered in New York and has more than 37,000 professionals in locations throughout the United States, Europe, Asia, Latin America, Australia and South Africa.

Our client is recruiting for an experienced Head of Operations (Quality) to join their Operations team based in Cape Town.

Job Purpose:
The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client areas and have quality control and assurance related improvements and performance. Manage a team of QCA and clients within the vertical

Essential Functions:

• Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience
• Analyse business processes and assist in identifying problems and mitigating plans for quality improvement
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardisation across all clients
• Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective; be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements
• Facilitate the sharing of best practices from within and outside the organisation and implement them
• Planning and managing budget and resource allocation for the assigned vertical

Primary Interactions:

• Enabling functions
• Transitions
• Operations
• Clients
• Others as may be required

Organisational Relationships:

• Reports To: Vice President South Africa – Quality Excellence
• Supervises: Quality Compliance Assistant Managers, Managers and Senior Managers

Education:

• Graduate degree is a must degree in a quantitative discipline is preferable
• MBA preferred but not essential
• BB Trained from recognised institute

Work Experience:

• Minimum 7+ years of total work experience
• Must have 3+ years of direct team management experience with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO (Call Centre)
• Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, process improvements and project execution

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202273 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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