Executive Head for Operations - Airport Industria at Mango5

Description

Mango5 group is looking for an experienced Executive Head: Operations to provide leadership in all aspects of BPO operational performance, direct operations management, team strategy, and execution while maintaining key performance metrics and contract compliance. This role is also responsible for strategic improvement plans across all business units and divisions.

Requirements

Key Responsibilities:

• Contract Management: Draft, review, and sign off various contracts, ensuring compliance with GDPR, POPIA, ISO, and FSCA standards.
• Operational Excellence: Direct operations management, develop high standards for productivity, quality, and customer service, and ensure operational stability.
• Financial Oversight: Manage annual, monthly, and quarterly budgets; review financial information to promote profitability.
• Strategy & Leadership: Provide strategic leadership, including recruitment, training, and development of teams; maintain effective client relationships.
• Project Management: Oversee system maintenance, upgrades, procurement processes, and resource allocation.
• Performance Analysis: Manage metrics, and customer satisfaction, and conduct regular performance reviews.
• Revenue Growth: Identify and capitalize on new revenue opportunities within the existing client base.
• Continuous Improvement: Engage in professional development, keep abreast of BPO trends, and participate actively in team projects.

Qualifications and Skills:

• Proven ability to strategize and execute.
• Strong coaching skills and computer proficiency.
• Excellent organizational and multitasking abilities.
• Exceptional communication skills.
• Leadership qualities and high computer literacy.
• Knowledge of customer success processes and document creation.
• A patient, active listener with a passion for service.
• Experience in managing multiple business units concurrently, including international clients.
• At least 5-10 Years of leadership experience in the BPO sector.
• Degree in Business Management required.