Job Description

General Manager: Operations
Location: Umhlanga, KwaZulu-Natal
Salary: R80,000 R100,000 per month (Negotiable)
Employment Type: Full-TimeAbout the RoleOur client, a leading BPO, is seeking two experienced and results-driven General Managers of Operations to lead and optimise the performance of their international client portfolios. Based in Umhlanga, this role carries full accountability for ensuring the successful delivery of all operational KPIs and SLAs, solving internal challenges, and maintaining a high-performance culture.Why Join Them?

• Competitive Salary: R80,000 R100,000 per month (negotiable based on experience).
• Leadership Opportunity: Drive operational excellence across international client accounts.
• Career Growth: Join a dynamic BPO environment with strategic impact.
• High-Performance Culture: Lead and develop teams in a fast-paced, results-driven setting.

• Oversee day-to-day client operations, ensuring all KPIs and SLAs are consistently met.
• Lead, mentor, and develop teams of agents, team leaders, and campaign managers.
• Analyse operational performance metrics, identifying areas for continuous improvement.
• Manage all client engagements, ensuring a consistent and positive client experience.
• Conduct regular performance reviews and implement incentive programs.
• Collaborate with internal support departments to resolve escalated issues efficiently.
• Drive compliance and risk mitigation across all operational activities.
• Prepare and lead weekly, monthly, and quarterly business reviews with internal teams and clients.

• Matric (Tertiary qualification preferred).
• 5+ years in a senior operational role within a BPO or GBS environment.
• Strong business analysis, strategic thinking, and problem-solving skills.
• Ability to engage and influence stakeholders at all levels.
• Financial acumen with experience interpreting operational data and reports.
• Proven track record in developing high-performing teams and client-focused solutions.

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