Description:
Job Overview:
This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director's absence.
Job Responsibilities:
The successful candidate will be responsible amongst others for the following key responsibilities:
- Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures.
- Oversight on the execution of key responsible and task required by the HODs
- Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis
- Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations
- Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate
- Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.
- Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
- As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices.
- Analyse the available data and provide detailed insights and recommendations to strengthen the operations
- Lead on strategic and operational projects providing ongoing project updates to the project owner
- Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance
- Contribute towards the departments strategic plan with the aim of achieving the required client deliverables.
Job Requirements:
- 3-5 years Head of Operations experience (BPO/Contact Centre specific )
- Grade 12
- Management or related qualification (advantageous)
Skills Required:
- Excellent written & Verbal Communication
- Demonstrates strong leadership capability
- Able to make decisive well thought of decisions
- Results orientated with a strong focus on execution
- High proficiency in data analysis and operational performance metrics
- Ability to distil strategic plans into operational plan
- Able to prioritise multiple projects, task and activities at any given time
- Collaborative Approach with all stakeholders
Core Behavior
Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should align to our 6 Fundamental Values:
- Bring Your “A” Game
- Strive For Greater
- Enable and empower all employees
- Do the right thing
- Own it
- Deliver unbelievable service
"It's not just about what we do, but the way we do it. And it's our values that make us special."
NB: All appointments are subject to the positive outcome of pre-employment verification checks.
Requirements:
- 3-5 years Head of Operations experience (BPO/Contact Centre specific )
- Grade 12
- Management or related qualification (advantageous)
- Excellent written & Verbal Communication
- Demonstrates strong leadership capability
- Able to make decisive well thought of decisions
- Results orientated with a strong focus on execution
- High proficiency in data analysis and operational performance metrics
- Ability to distil strategic plans into operational plan
- Able to prioritise multiple projects, task and activities at any given time
- Collaborative Approach with all stakeholders
- Bring Your “A” Game
- Strive For Greater
- Enable and empower all employees
- Do the right thing
- Own it
- Deliver unbelievable service