Job Description

Role Overview:

The Assistant Operations Manager will play a key role in supporting the continued growth and operational success of the campaign. The successful candidate will be responsible for monitoring, evaluating, and improving the effectiveness of quality standards while leading a team of team leaders and advisors. This position requires a proactive approach to performance management, client relationship building, and operational excellence to ensure service level agreements (SLAs) and KPIs are met consistently.

Main Responsibilities (but not limited to):

Performance Monitoring & Analysis

: Analyze and maintain all service level agreements (SLAs), implementing improvement plans when necessary. Ensure the team is meeting key metrics and targets, including attendance adherence, performance reviews, and client scorecard management.

Team Leadership & Development

: Select, train, develop, and manage the performance of direct reports (team leaders and advisors). Conduct regular one-on-ones and performance reviews, offering ongoing developmental coaching to ensure alignment with operational goals.

Client Relationship Management

: Act as the key point of contact for client performance reviews, building and maintaining strong relationships. Mitigate any service level or KPI failures by implementing remedial measures within agreed timelines.

Operational Reporting

: Review and manage operational reports, including client scorecards, metrics management, and performance feedback reports. Ensure accuracy and timely delivery of these reports to both internal teams and clients.

Quality Assurance & Continuous Improvement

: Oversee the monitoring of quality standards and ensure they meet organizational goals. Capture and implement continuous improvement opportunities based on operational performance, client feedback, and employee suggestions.

Staffing & Resource Management

: Collaborate with the business development (BD) and client teams to evaluate staffing needs, adjusting to meet changing requirements. Ensure effective scheduling and management of resources to meet operational demands.

Employee Engagement

: Create a positive work environment by driving employee engagement, resolving employee relations issues in a professional and timely manner. Foster a culture of motivation and high performance within the team.

Cross-Functional Collaboration

: Participate in cross-functional meetings (Training, HR, Quality, WFM, TA) to review information received from operational support functions and the client, defining action plans that drive continuous improvement.

Best Practices Implementation

: Drive the adoption of best practices across the team, ensuring consistent performance and over-delivering on client expectations.

Escalation Management & Problem Resolution

: Deal with escalations in a timely and effective manner, focusing on first-time resolution. Troubleshoot and solve problems through data analysis, leveraging root cause analysis to prevent recurring issues.

Competencies & Skills Required:

Quality Management

: Solid understanding of how quality standards and processes influence the achievement of business objectives.

Leadership & Team Management

: Strong leadership skills, including the ability to motivate and develop team members, manage performance, and support career progression.

Communication Skills

: Excellent verbal and written communication skills, with the ability to impart knowledge and information effectively across all levels of the organization.

Client Focus

: Ability to manage and enhance client relationships, ensuring service delivery meets or exceeds expectations.

Data Analysis & Problem Solving

: Comfortable analyzing operational data and solving complex problems. Able to identify trends and implement corrective actions to improve performance.

Adaptability & Resilience

: Able to cope with high-pressure situations and fast-paced change, remaining focused on operational goals and client requirements.

Operational Excellence

: Commitment to continuous improvement, implementing best practices, and driving consistent performance.

Motivational Skills

: Strong motivational skills to inspire and develop team members' attitudes, behaviors, and skills.

Reporting

: Proficient in Microsoft Excel and PowerPoint for generating reports and presenting findings to the Senior Stakeholders in the internal and Client Businesses

Qualifications and Experience:

Leadership Experience

: Proven leadership skills, with at least 2-3 years in a management role, ideally managing team leaders or similar.

KPI Management

: Experience in managing and achieving KPIs, including service level agreements (SLAs), client scorecards, and operational reports.

Educational Qualifications

: Matric/Equivalent (essential).

First-class customer service

and

complaints handling experience

(essential). Experience with Customer Loyalty & Retention
Job Types: Full-time, Permanent

Work Location: In person