Operations Manager at Digital Solutions Group

Primary Purpose of the Role

• We are looking for a driven and commercially astute Operations Manager to join our team in Rosebank. This is a critical leadership role responsible for the end-to-end operational oversight of multiple medium to large BPO campaigns. The successful candidate will serve as the linchpin between client expectations and delivery performance, ensuring that every campaign operates at peak efficiency while safeguarding business profitability and compliance.
• The role is anchored around three core pillars: Protect Margin, Enable Revenue, and Control Risk.

Key Responsibilities

Protect Margin

• Manage the operational Profit &oss for assigned campaigns, driving cost efficiency without compromising service quality.
• Monitor and manage headcount, shrinkage, attrition, and productivity metrics to ensure campaigns operate within agreed cost parameters.
• Identify and implement process improvements that reduce waste and optimise resource utilisation.
• Partner with Workforce Management to ensure accurate forecasting, scheduling, and capacity planning.
• Conduct regular financial reviews and take corrective action where margin erosion is identified.

Enable Revenue

• Build and maintain strong client relationships, acting as a trusted operational partner to support contract retention and growth.
• Identify upsell and cross-sell opportunities within existing campaigns and collaborate with the commercial team to pursue them.
• Ensure campaign performance consistently meets or exceeds contractual SLAs and KPIs, positioning the business for renewals and expansions.
• Champion a performance-driven culture across all campaign teams, setting clear targets and holding teams accountable for results.
• Support new campaign onboarding, ensuring seamless transitions that protect client confidence from day one.

Control Risk

• Maintain full compliance with contractual obligations, data protection regulations, and internal governance frameworks.
• Proactively identify operational, reputational, and financial risks, implementing mitigation plans before issues escalate.
• Ensure robust quality assurance processes are in place across all campaigns.
• Manage escalations effectively, resolving client and operational issues swiftly and professionally.
• Maintain accurate and up-to-date operational reporting, providing visibility to the Head of Operations on campaign health at all times.

People Leadership

• Lead, coach, and develop a team of Team Leaders and Supervisors across multiple campaigns.
• Foster a high-performance, inclusive, and accountable team culture.
• Drive employee engagement initiatives to reduce attrition and improve team morale.
• Conduct regular performance reviews, identify talent, and support succession planning.

Requirements

Experience

• Minimum 5 years' experience in a BPO or contact centre operations environment — essential.
• Proven track record of managing multiple concurrent campaigns of medium to large scale.
• Demonstrated experience managing operational P&Ls and delivering against financial targets.
• Strong background in client relationship management within an outsourced services context.
• Experience leading large, multi-tiered teams across diverse campaign types (inbound, outbound, blended, back-office).

Skills & Competencies

• Commercially minded with a strong understanding of BPO margin levers.
• Exceptional analytical and problem-solving ability — comfortable using data to drive decisions.
• Strong communication and stakeholder management skills at all levels.
• Ability to work under pressure, manage competing priorities, and deliver results in a fast-paced environment.
• Proficient in workforce management tools, reporting platforms, and MS Office Suite.

Qualifications

• A relevant tertiary qualification in Business Management, Operations Management, Commerce, or a related field is advantageous.
• Equivalent professional experience will be considered in lieu of formal qualifications