Fresh Openings at Huntswood

ROLE PURPOSE 

• This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director's absence. 

Job description 

The successful candidate will be responsible amongst others for the following key responsibilities:  

•  Partner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures. 
• Oversight on the execution of key responsible and task required by the HODs 
• Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis 
• Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations 
• Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate  
• Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.  
• Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
• As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices. 
• Analyse the available data and provide detailed insights and recommendations to strengthen the operations 
• Lead on strategic and operational projects providing ongoing project updates to the project owner 
• Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance  
• Contribute towards the departments strategic plan with the aim of achieving the required client deliverables. 

 EXPERIENCE 

• 5 years senior operational experience ( BPO or equivalent ) 

QUALIFICATIONS 

• Grade 12 
• Management or related qualification (advantageous) 

Essential skills 

• Excellent written & Verbal Communication 
• Demonstrates strong leadership capability  
• Able to make decisive well thought of decisions  
• Results orientated with a strong focus on execution  
• High proficiency in data analysis and operational performance metrics  
• Ability to distil strategic plans into operational plan  
• Able to prioritise multiple projects, task and activities at any given time 
• Collaborative Approach with all stakeholders 

go to method of application »

• The SOM will support the overall effective operational delivery of managing complex customer complaints, to meet internal and client-led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities
People Management

• Managing performance and achievement of Team Leader KPIs
• Articulate with clarity to the Team Leaders the business expectations and support them with the creation and execution of their operational plan
• Ensure daily huddles are prepared and held
• Leave/Absence Management ensuring required resourcing is available as per SLA
• Disciplinary & HR-related matters are attended to in line with company policy and protocols
• Create and drive team motivation
• Reward & Recognition is part of the operational rigor
• Incentive programmes are aspirational, structured, and well communicated to align with operational delivery
• Encourage cross-functional collaboration
• Drive a high-performance environment, ensuring client objectives are consistently achieved
• HW policies, procedures, and protocols are communicated and demonstrated within the operational environment
• Foster the HW culture aligned to a people-centric approach
• Recognize and address potential challenges that may hinder team performance or morale

Team/Leader Development

• Structured and ongoing coaching/mentoring
• New leader transition plans
• Lead bi-monthly call review sessions with documented actions and outcomes
• Conduct monthly 1-1s with Team Leaders to review team performance and personal development
• Identify and address skills/knowledge gaps
• Embed industry best practices and seek continuous service delivery improvement
• Share knowledge based on incidents, findings, or feedback
• Host regular think tank/focus sessions
• Support team professional development (CPD, succession, career pathing)
• Address poor performance through structured development plans in partnership with HR
• Identify and nurture top talent
• Create a repository of useful resources for coaching and skills development
• Provide ongoing formal and informal learning opportunities

Operational Management (BAU)

• Define operational objectives
• Agree and deliver key operational metrics
• Plan and deliver against agreed business targets
• Monitor performance and adapt activities accordingly
• Translate financial objectives into operational activities
• Track performance against forecast and adjust operations in-month
• Communicate departmental information effectively
• Define reporting requirements to optimize performance
• Maintain key business records
• Implement quality control mechanisms
• Manage legislative requirements
• Oversee processes and monitor performance
• Monitor departmental expenses
• Oversee procurement and suppliers
• Suggest areas for review based on management insights
• Raise and address concerns promptly to avoid disruption
• Promote innovation, successes, and learnings
• Support project implementation led by the Project Manager
• Provide insights and collaborate with project teams
• Maintain stakeholder communication and records of progress

Client Relationship Support

• Support the Client Director in maintaining strong client interactions
• Collaborate with clients through WBR, MBR, and QBR
• Manage internal delivery on client requirements
• Escalate risks/issues within Huntwood promptly
• Prepare for client visits and ensure internal teams are aligned
• Maintain healthy client communication and relationships
• Share achievements and challenges proactively
• Report on continuous departmental improvement

Change Management

• Identify departmental change initiatives
• Partner with the business on organizational change
• Drive change initiatives to successful outcomes
• Manage communication plans around departmental changes
• Monitor results and address challenges

Department Reporting

• Collaborate with BI team to build operational reporting and insights
• Analyze existing MI and monitor trends
• Use data insights for decision-making and improvement recommendations
• Drive data-driven continuous improvement initiatives

Job Requirements

• Minimum qualification: Matric/NQF 4
• Relevant tertiary qualification advantageous
• Experience in financial services essential (Banking/Insurance)
• 3 years in a Senior Operations Management role in a BPO/Call Centre environment
• Experience in complaints handling, ideally with UK-based clients
• Preferred experience in financial services/insurance sector
• Strong communication skills with senior stakeholders and clients
• Proficiency in MS Excel

Skills Required

• Interpersonal and communication skills
• Understanding of business processes and policies
• Organized and structured
• Resource planning
• Leadership
• Innovative and creative thinking
• Analytical skills
• Coaching and mentoring
• Ability to lead and influence
• Decision-making
• Planning and organization
• Continuous improvement mindset
• Operational knowledge
• Financial acumen
• Report writing