General Manager - Operations

Job Description

As part of the senior leadership team you will lead a team of operational leaders, develop and implement various strategies to maximize profits while maintaining an acceptable level of quality. Work on improving the supply chain to positively impact variables such as cost, quality, and delivery time.

Your key responsibilities will include:

1. Operational Delivery through delivering contractual and commercial performance
   • Manage costs and profitability through all available commercial levers
   • Promote commercial performance through achieving revenue and margin targets and new business growth

1. People Management by ensuring high performing and highly engaged teams
   • Develop your people through effective coaching, performance management and drive a recognition culture
   • Support your operations colleagues to exceed client expectations on all levels at all times
   • Have robust and honest performance and behavioral conversations to support operational performance

1. Stakeholder Management through building excellent relationships both internally and externally, at all levels
   • Be customer and client facing and strive to deliver excellent customer experience through relationship management, innovation and insights

1. Compliance and Governance in ensuring compliance to all relevant process and regulatory standards
   • Drive compliance in everything you do and promote risk management and governance

1. Innovation by driving continuous improvement and creating value
   • Drive continuous improvement experiments through your team and harvest ideas

Qualifications

Relevant Tertiary Degree

Additional Information

7+ years senior management experience in call center environment