Description:
The Senior Operations Manager is accountable for growing and maximising the profitability and satisfaction of existing and new client relationships through a team of up to 300 agents, led by Operations Managers and Team Leaders.
This role is central to creating a high-performance culture where teams are engaged, valued, recognised, and rewarded for consistent performance. Delivery of contractual KPI’s and SLA’s is essential, along with driving a continuous improvement agenda to enable contract growth.
The role requires frequent client and stakeholder engagement, with performance insights effectively communicated to both internal and external audiences.
Minimum Qualifications & Experience
· Matric.
· Minimum 5 years’ senior leadership experience in International BPO Contact Centre Operations, managing up to 300 agents across voice, chat, email, and back-office channels.
· Experience across Collections, Customer Service, Sales, Retentions, and Admin.
· Proven experience managing Operations Managers.
· International campaign exposure (UK and USA preferred).
· Strong track record in managing multiple client relationships at senior level.
· Profit & Loss management, forecasting, and budget input experience.
· Skilled in preparing invoices, payroll data, commercial reconciliations, and analysing results.
· Strong stakeholder and supplier management.
· Advanced data analysis and interpretation skills across complex SLA’s & KPI’s.
· Knowledge of ISO27001, PCI, and UK/US regulations.
Key Responsibilities
· Lead and develop a team of high-performing Managers and Agents.
· Deliver on all client contractual targets (KPI’s and SLA’s).
· Drive strategies to enhance client satisfaction and profitability.
· Maintain a high-performance, inclusive culture.
· Implement effective operating rhythms, including coaching and mentoring.
· Manage Employee Relations in collaboration with HR.
· Forecast and plan resources to meet contractual requirements.
· Create productivity strategies to optimise output.
· Ensure outputs meet client requirements; take corrective action where necessary.
· Prioritise and manage conflicting client and stakeholder needs.
· Analyse performance data and provide insightful reporting to stakeholders.
· Engage with clients regularly using high-quality insights.
· Collaborate with peers to share best practices.
Required Competencies
· Strong leadership and people development.
· Account management and client relationship skills.
· Deep P&L and financial acumen.
· Excellent communication and influencing skills.
· Problem-solving and time management.
· Strong planning and coaching skills.
· Analytical mindset with attention to detail.
· Ability to prioriti