Senior Operations Manager - Cape Town, Western Cape at Black Pen Recruitment

Our client, is an American multinational technology company based in Seattle that focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is considered one of the Big Four tech companies, along with Google, Apple, and Facebook.

• You will lead and set the operational direction for the company’s Virtual Customer Service work from home team – South Africa.
• If you worked already within the BPO industry, and you wish to bring your career to high levels within a global player? Then this is the perfect opportunity for you!

Job type: Home based position (Virtual office)
Location: Cape Town
Salary: Market related + Benefits
EE Role

Requirements:

• Bachelor’s degree, or higher, in operations or a related field
• Master’s degree or MBA (preferred)
• 8+ years’ experience leading a large-scale operation
• Diverse working experience – various large organizations
• Must have a national footprint
• Experience in working from-home (virtual)
• Previous working experience within Contact Centres/BPO
• Previous experience as Senior Business Leader with project management
• Knowledge of Six Sigma/Lean Processes, and a proven track record in process improvement
• Strong communication and presentation skills
• Reliable internet connectivity (Fiber or ADSL) with 10 Mbps up and down speeds at home office and a home-office set-up
• Ability and willingness to travel in Cape Town and international destinations when required
• Demonstrates flexibility in work hours based on business need which will include working hours outside standard South African daytime office hours
• Able to work throughout the Amazon Peaks of July and December, annually

Key responsibilities:

• Responsible for the overall direction, coordination, and evaluation of the teams under management to meet operational, financial and business goals
• Carries out leadership and management responsibilities in accordance with the organization's policies and procedures
• Mentors others in developing Leadership behaviours
• Hires, manages, and develops great talent
• Identifies individual strengths of team members and actively fosters career advancement within the company
• Works with the Country Director to determine strategy to achieve overall VCS and country goals
• Shapes the direction of the team, keeps them focused and motivated to deliver the right results
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making
• Understands how to position the organization for success
• Effectively applies best practices to all strategic decisions
• Maintains a complete and thorough understanding of technical systems in a complex virtual customer service organization
• Implements change or develops new processes as necessary to provide the ability to better service multiple work types
• Continually measures and evaluates all work processes using process improvement methodology e.g. Kaizen, Lean, DMAIC
• Builds positive productive relationships with numerous stakeholders and partners around the world
• Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies
• Deals with the complexity of multiple lines of business and regions