Head Of Operations

Directs operations for medium sized or multiple customer service operations, setting goals and improving operational efficiency from a macro level. Role holder will ensure that operation is being managed within budget and will often have a significant client facing role. 

Job title:

Head Of Operations

Job Description:

At Capita we are keeping our promise to grow our business, offering new employment opportunities and supported career growth to our people.
We are looking for the best and offer an opportunity to grow with us in return.

Key Responsibilities:

• Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution.

• Drive hours delivery ensuring attainment of required PCA

• Ensure the achievement of the financial targets by delivered billable hours.

• Ability to take data/inputs and develop learnings about what the data holds.

• Analyse data for insight generation to determine the most valuable opportunities to improve performance and redesigning digital experiences to deliver this

• Visualize system requirements and articulate the same in the form of a functionality requirement document for IT

• Identify innovation opportunities relating to offers and services and drive all CI initiatives to enable improved efficiencies and value add to clients and customers.

• Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of Capita, its customers, and its employees

• Implement the capacity plan & manage resourcing accordingly

• Review and establish locked hours, FTE requirements, team structures, span of control and resource / shift plans

• Initiate and Facilitate Process improvement initiatives/Projects

• Review, manage exceptions, ensure timely execution of transformation / transition / migration activities

• Own rewards and recognition schemes for the assigned processes / teams;

• Manage client relationships and escalations

• Conduct performance reviews and provide feedback to the Operations Managers

• Model and drive key leadership qualities and achieve results through effective people management practices (including managing performance and behaviour)

• Own and ensure the execution of the Reward and Recognition budget

• Drive employee engagement to meet required level of employee satisfaction

• Managing attrition through regular review of early warning signs

• Review & feedback on client escalations

• Relationship Management including the external stakeholders.

CAPITA VALUES

Implementand practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Professional know-how:

Minimum Qualification: Matric (Completed)

Minimum Requirements:

• Successful completion of probation period in a Senior Operations Manager role

• DPD or Southern Water Customer service experience essential

As well as:

• Proven track record of leading a successful team (please highlight your success in your updated CV, indicative of direct and indirect reports, team successes and challenges)

Skills and Abilities (what must I be able to do / display):

• Service delivery by assigned teams within the agreed SLA frameworks

• Resource planning in order to meets service levels around PCA and customer experience.

• Hours delivery to protect the revenue generation

• Relationship Management including external stakeholders and client management.

• People management including Attrition, performance, leave and absenteeism, Employee Satisfaction levels and overall engagement

• Compliance of the teams with internal and external, regulatory and framework requirements

• Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C) Scheme.

• Process improvements, new business projects and other initiatives for system enhancements

Senior Management Responsibility:

This position has a management responsibility

Internal

At Capita we are keeping our promise to grow our business, offering new employment opportunities and supported career growth to our people.

We are looking for the best and offer an opportunity to grow with us in return.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent