Operations Manager – International BPO, Cape Town

Performance parameters

• Acquiring expertise on different document types (ID/DL/Passport/Visa…etc.) for more than 200 countries
• To check and verify customers' credentials and feed them correctly in database
• To identify and highlight fraudulent/fake/forged documents
• To meet Service Level Agreement, AHT and quality targets
• To report any bug or issue in CRM
• Participate in ideation workshop and share improvement ideas
• Adaptable to learn new document type, process, concept and skills
• Ensure adherence to process guidelines as per agreed quality standard on all SOPs
• Ensure that the assigned targets are achieved as per agreed SLA
• Ensure adherence to Company Policies and Procedures
• Should be flexible to work in a 24/7 environment
• Employee Satisfaction, people development and morale
• Process performance – as per KSFs over the month
• Attrition within target levels
• Improvement in quality and productivity
• Customer Satisfaction
• Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
• Documented monthly performance review of Assistant Managers
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
• Mentor Agents and TLs for their growth and development
• Drive reward and recognition activity on the floor
• Drive process improvement activity on the floor using Process Excellence methodology
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance
• Stay in touch with the Client at the Process Owner level on regular basis to review progress
• Ensure compliance with internal policies and procedures, external regulations and information security standards

Competencies & Skills

• Prior Back Office Experience
• People management and leadership skills
• Capability to conduct an appraisal discussion
• Capability to communicate with large teams
• Appreciation of the domain needs of the process and its key drivers
• Reasonable level of business perspective regarding the internal functioning of a BPO
• Good client facing skills

Values & Behaviour

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented

Education Requirements

Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

Work Experience Requirements

• Overall 5 years of work experience in Business Process Off-shoring
• Should have at least 3 years of supervisory experience in insurance business, preferably in the UK