Operations Head â?? Sandton (JHB)

Requirements

• Bachelorâ??s degree in business administration, Operations Management, or related field (Masterâ??s degree advantageous). • 10+ years of progressive experience in operations, with at least 5 years in a senior leadership role. • Proven experience overseeing multiple operational functions in a customer-focused environment. • Strong background managing large-scale, multi-market contact centres. • Demonstrated track record of driving operational improvements. • Experience in project management, change leadership, and people development. • Strong financial acumen, with proven experience in budget planning and cost optimisation. • Familiarity with governance, compliance, risk, and crisis management frameworks. Responsibilities, but not limited to:

• Standardise policies, procedures, and processes across departments. • Continuously streamline operations to enhance efficiency, consistency, and integration. • Benchmark and implement internal and external best practices. • Collaborate with global and local stakeholders to ensure alignment with international standards. • Provide strategic and operational oversight of large-scale contact centres across multiple markets. • Implement KPIs, SLAs, and NPS frameworks to monitor and improve service levels. • Lead and develop managers and teams, ensuring recruitment, training, and high performance. • Drive customer and guest experience initiatives, embedding a culture of customer centricity. • Champion service excellence through training, performance measurement, and feedback. • Build a high-performance culture, fostering collaboration, engagement, and accountability. • Lead cross-functional projects, ensuring technology adoption and operational readiness. • Analyse data to evaluate operational performance and implement improvements. • Manage risk, crisis response, compliance, and disaster recovery planning. • Oversee IT asset management, systems resilience, and facilities management. • Ensure safe, secure, and efficient operational environments across all business areas. Please note that should you not receive a response within 2 weeks of applying, you may consider your application unsuccessful.

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