Senior Operations Manager

SUMMARY:
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POSITION INFO:

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 prioritise effectively under pressure.

Leader Profile

The ideal candidate will have at least 5 years of senior leadership experience in BPO operations, with exposure to international campaigns across multiple skillsets. High energy, resilience, and a target-driven mindset are essential, alongside advanced data analysis and reporting capabilities. Passion for people development and building high-performance cultures is a must.

Compensation & Hours

Salary: Negotiable, based on experience Working hours: Flexible to cover UK and US campaign spans

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