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Operations Manager
Old Mutual Limited. Translate business strategy into clear operational plans and measurable outcomes .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational management, leading high-performance teams, and driving customer experience improvements within a contact centre environment. Proficient in workforce planning, performance management, and utilizing operational data for strategic decision-making.
Highest-signal resume keywords
Operational ManagementTeam LeadershipPerformance ManagementWorkforce PlanningStakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Strategy TranslationPerformance Dashboard DevelopmentOperational Risk MitigationData AnalysisCustomer Experience Improvement
Soft Skills
CoachingEmployee EngagementChange ManagementCollaborationLeadership Development
Tools & Technologies
Business IntelligenceQuality AssuranceWorkforce Management
Certifications & Qualifications
Coaching CertificationLeadership Development CertificationChange Management Certification
Industry Keywords
Contact Centre OperationsFinancial ServicesDigital TransformationOperational Excellence
About the role
Key responsibilities & impact- Translate business strategy into clear operational plans and measurable outcomes
- Align contact centre objectives with broader organisational goals
- Lead day-to-day performance of the outbound contact centre
- Drive conversion, productivity, customer experience, quality assurance, compliance and retention metrics
- Ensure workforce planning and resource optimisation
- Identify operational risks and implement mitigation strategies
- Lead continuous improvement, innovation and operational transformation initiatives
- Lead, coach and develop Team Leaders
- Build a high-performance culture and drive employee engagement
- Create succession pipelines and capability development plans
- Drive performance management processes
- Improve customer satisfaction and employee engagement
- Use operational data, business intelligence and customer insights to identify trends, risks and opportunities
- Develop and monitor performance dashboards and reporting frameworks
- Translate operational data into actionable business recommendations
- Build partnerships with stakeholders across functions
- Collaborate with Human Capital, Learning & Development, Workforce Management, Quality Assurance and Business Intelligence teams
- Represent the contact centre as a strategic business partner
Requirements
What you’ll need- Relevant Degree or Diploma in Business, Operations Management, Commerce or related field
- Minimum 5-8 years' experience in a contact centre environment
- Minimum 3-5 years' experience leading leaders within a contact centre operation
- Proven experience managing large operational teams through Team Leaders
- Demonstrated success in achieving operational and commercial targets
- Experience in workforce planning, performance management and stakeholder engagement
- Financial Services experience advantageous
- Experience driving digital transformation or operational excellence initiatives advantageous
- Coaching, leadership development or change management certification advantageous
- NQF Level 6 - Diploma, Advance or Occupational Certificate or equivalent (Required)