Operations Manager - Mount Edgecombe, South Africa - Kura (SA)

Kura (SA)

Verified Company

Mount Edgecombe, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Kura are looking for an experienced
Operations Manager to join our team in Umhlanga

This is a permanent full time role as a
Operation Manager within KURA SA.Must have 2 years expereince within this role and managing an
FTE of 80 to 120 staff compliment.

If you have experience delivering all operational and commercial performance metrics across your business stream through the management of Team Managers, Then this role is for YOU.

Duties & Responsibilities

Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets
Manage the daytoday client relationship at operational levels ensuring high levels of Client Satisfaction Lead, develop, motivate and coach Team Managers enabling them to lead and manage their Advisors to deliver a superior level of service.
Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
Create and maintain a strong performance driven working environment
Communicate effectively with your team to create and maintain a motivated and challenged workforce
Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA reports

Desired Experience & Qualification

Excellent written, numeracy, verbal and presentation skills
Contact centre operational management and strategic planning experience
Effective leadership through team building, development and a strong coaching culture
Highly focussed and driven
Great ability to coach the coach
KPI management and proven track record of achievement
Ability to create dynamic and highly performing teams
Commercial awareness and financial management
Thorough understanding of resource optimisation and delivery
Excellent client relationship management
Experience within an operations role and managing varying team sizes
Excellent written, verbal and presentation skills
Act with integrity at all times when representing our business and its people
Ambassador for KURA values and brand