Senior Operations Manager

HuntswoodDurban, ZA

18 days ago

Job description

Job title : Senior Operations Manager

Job Location : KwaZulu-Natal, Durban

Deadline : November 15, 2025

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The SOM will support the overall effective operational delivery of managing complex customer complaints, to meet internal and client-led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities

People Management

Managing performance and achievement of Team Leader KPIs

Articulate with clarity to the Team Leaders the business expectations and support them with the creation and execution of their operational plan

Ensure daily huddles are prepared and held

Leave / Absence Management ensuring required resourcing is available as per SLA

Disciplinary & HR-related matters are attended to in line with company policy and protocols

Create and drive team motivation

Reward & Recognition is part of the operational rigor

Incentive programmes are aspirational, structured, and well communicated to align with operational delivery

Encourage cross-functional collaboration

Drive a high-performance environment, ensuring client objectives are consistently achieved

HW policies, procedures, and protocols are communicated and demonstrated within the operational environment

Foster the HW culture aligned to a people-centric approach

Recognize and address potential challenges that may hinder team performance or morale

Team / Leader Development

Structured and ongoing coaching / mentoring

New leader transition plans

Lead bi-monthly call review sessions with documented actions and outcomes

Conduct monthly 1-1s with Team Leaders to review team performance and personal development

Identify and address skills / knowledge gaps

Embed industry best practices and seek continuous service delivery improvement

Share knowledge based on incidents, findings, or feedback

Host regular think tank / focus sessions

Support team professional development (CPD, succession, career pathing)

Address poor performance through structured development plans in partnership with HR

Identify and nurture top talent

Create a repository of useful resources for coaching and skills development

Provide ongoing formal and informal learning opportunities

Operational Management (BAU)

Define operational objectives

Agree and deliver key operational metrics

Plan and deliver against agreed business targets

Monitor performance and adapt activities accordingly

Translate financial objectives into operational activities

Track performance against forecast and adjust operations in-month

Communicate departmental information effectively

Define reporting requirements to optimize performance

Maintain key business records

Implement quality control mechanisms

Manage legislative requirements

Oversee processes and monitor performance

Monitor departmental expenses

Oversee procurement and suppliers

Suggest areas for review based on management insights

Raise and address concerns promptly to avoid disruption

Promote innovation, successes, and learnings

Support project implementation led by the Project Manager

Provide insights and collaborate with project teams

Maintain stakeholder communication and records of progress

Client Relationship Support

Support the Client Director in maintaining strong client interactions

Collaborate with clients through WBR, MBR, and QBR

Manage internal delivery on client requirements

Escalate risks / issues within Huntwood promptly

Prepare for client visits and ensure internal teams are aligned

Maintain healthy client communication and relationships

Share achievements and challenges proactively

Report on continuous departmental improvement

Change Management

Identify departmental change initiatives

Partner with the business on organizational change

Drive change initiatives to successful outcomes

Manage communication plans around departmental changes

Monitor results and address challenges

Department Reporting

Collaborate with BI team to build operational reporting and insights

Analyze existing MI and monitor trends

Use data insights for decision-making and improvement recommendations

Drive data-driven continuous improvement initiatives

Job Requirements

Minimum qualification : Matric / NQF 4

Relevant tertiary qualification advantageous

Experience in financial services essential (Banking / Insurance)

3 years in a Senior Operations Management role in a BPO / Call Centre environment

Experience in complaints handling, ideally with UK-based clients

Preferred experience in financial services / insurance sector

Strong communication skills with senior stakeholders and clients

Proficiency in MS Excel

Skills Required

Interpersonal and communication skills

Understanding of business processes and policies

Organized and structured

Resource planning

Leadership

Innovative and creative thinking

Analytical skills

Coaching and mentoring

Ability to lead and influence

Decision-making

Planning and organization

Continuous improvement mindset

Operational knowledge

Financial acumen

Report writing

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Senior Manager • Durban, ZA

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