AVP operations

Location: CapeTown, South Africa
Salary: Market Related
Recruiter: ABC Worldwide
Summary: Operations Manager Vacacny



Job Description

Reports to: VP OPS

Role: Permanent

Span of Control: 250+ incl. Managers, Leads and AM’s

Location: Cape Town, CBD


Primary Internal Interactions

  • Below: Senior Managers and Managers
  • Above: VP Ops
  • Support: Training, HR & Process Excellence Teams and Client Relationship Managers

Primary External Interactions

  • Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)


Basic Function

  • Manage the Operational Delivery which includes, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
  • Ensure all migrations are managed seamlessly
  • Map peer levels across client organization and establish peer-level relationships within the client organization
  • Establishing operational performance goals
  • Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional offshoring opportunities
  • Put control measures in place to ensure adherence to budget and cost control



  • Implementing revenue costs and capacity planning
  • Developing and approving cost plans and incentive plans
  • Provide leadership to Managers, Asst Managers and Executives
  • Establishing a review/reporting mechanism with client
  • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
  • Negotiating and finalizing SLA’s with the Client – contract negotiation
  • Identify and champion black belt improvement projects
  • Review the progress of attraction action plans and check effectiveness


The Performance parameters include:

  • Client satisfaction (15%)
  • Revenue and costs (40%)
  • Process Improvement (10%)
  • Employee satisfaction (10%)
  • Attrition management (25%)


* The weightings may change from time to time depending on business requirements

Any other essential function that may occur from time to time as directed by the Supervisor




  • Degree/Diploma (3 years or more) and preferably a Postgraduate
  • Minimum 8 years work experience, preferably BPO background.
  • Experience in managing teams for at least 3 years.



Technical Skills

  • Excellent Communication skills
  • Good Computer navigation skills
  • Good keyboarding speed
  • Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.


Process Specific Skills

  • ·         Inbound call center experience is essential.
  • ·         Some level of experience in Back-office transaction processing preferred
  • ·         L&A Insurance, preferably US.


Soft skills

  • Reasonable level of business perspective and capability to drive improvements based on benchmarks
  • Strong people management and leadership skills
  • Process Excellence methodology
  • Good cross-functional appreciation and capability to team with relevant others to drive business objectives


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