ZAF Operations Manager 1318 PE

For delivery of service to clients on site, ensuring all key performance indicators are met.

About Teleperformance

• •Problem-solving helps understand the issue. •Solution orientation keeps to things positive and action-focused instead of getting stuck on obstacles.
• Together, they ensure both analysis and action to fix problems efficiently Process Excellence Achievement-oriented individuals strive for efficiency and effectiveness in their work.

Responsibilities

• Lead, develop, motivate, manage and organize a number of teams across the client accounts ensuring we are consistently meeting client’s expectations through regular and effective dialogue.
• Translate the collective needs of the client ensuring this is achieved through operational delivery.
• Solid commercial awareness & experience with Cost/Profit Centre management
• Understanding and managing client contract terms, staffing ratios, and driving margin

Understanding of outsourcing and performance management

• Proven track record of implementing and managing new and ongoing projects
• An ambassador for TP who leads by example, demonstrates our values, and actively encourages best practice.
• I support the company in changes to policies and procedures where required.
• I manage the operational management teams ensuring all key performance targets are met for all clients under my accountability.
• Drive a culture of client-centricity across the site ensuring all actions result in added value for our client groups.
• Highlight negative performance variances/trends, and immediately develop action plans to address personally and through my management team.
• Own the look and feel of my site ensuring issues are brought to my attention and are then recorded and followed through.
• I ensure this happens through driving a proactive site Employee Forum.
• Build relationships and work closely with other key stakeholders to achieve optimum performance and engagement levels at all times.
• This includes Client Services, Human Resources, Learning & Development, Work Force Management and Quality/Compliance.
• Complete business critical reports on time and ensure this includes meaningful and relevant information and commentary.
• This includes the AMF, Contribution Report, Stoplight Report, and any client specific reports not completed by Client Services.
• Develop and implement regular initiatives that maintain high levels of employee engagement across the site supported by the Strategic HR Business Partner.
• Implement group wide recognition programs/awards and ensure the timely delivery of each.
• Host visits for both existing and prospective clients, attend review meetings and managing service related client escalations as required.
• Coordinate the quarterly review/annual review processes in partnership with the Strategic HR Business Partner ensuring all reviews are professionally completed with the appropriate outcomes
• Emotional Intelligence Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action
• Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.

Requirements

Extensive experience in a senior management role

• At least 12 months tenure within TP as an Assistant Operations Manager (Essential) At least 3 years
• Managerial experience (Essential) Experience in KPI Management and Performance Management Proven track record in the delivery of a high level of customer service through sales Matric/ Equivalent Ability to multi-task and delegate to meet tight deadlines
• Entrepreneurship Visionary leadership often requires taking initiative, managing risks, and driving innovation.
• Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.
• Effective interpersonal skills are essential for teamwork and building strong professional relationships.
• Open-Mindedness Being receptive to different perspectives helps in building meaningful relationships.
• Solution Orientation Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.
• Solution orientation is the mindset of focusing on solutions instead of just the problem.

Critical Thinking They analyze situations to overcome obstacles and achieve results