By clicking above you agree to the PNet Terms of Use .Read our full Data Protection Policy here .You may unsubscribe at any time from PNet emails and services. To maximize the delivery of processing and fulfilment services to internal and external customers, by managing the people, operational activities and technology in line with the customer services strategy.Job title:Operation ManagerJob Description:To maximize the delivery of processing and fulfilment services to internal and external customers, by managing the people, operational activities and technology in line with the customer services strategy.Key Performance AreasContribute towards the development of customer service strategies, policies and procedures.Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentialityDevelop and implement operating plans in line with customer service strategies, policies and procedures.Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards.Manage the operational relationship and SLAManage performance of staff according to best practice including:Set performance standards (Key Performance Areas, Key Performance Indicators)Ensure performance measurement is carried out correctly and regularlyEnsure skill and knowledge gaps are identifiedEnsure training and development plans exist and are followedDevelop career pathsMotivate and lead the teamContinuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented.Manage Customer Service activities in line with agreed performance measures and operating budgets.CAPITA VALUESImplement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.Minimum Requirements Required Qualification: Matric (Completed)Minimum Experience: 2 - 3 years' experience at Operation's Management levelGood industry track record (references will be conducted)People Management experienceWith the following essential experience and understanding:-Customer service experience essentialGood understanding of SLAs and business acumenKey Competencies Knowledge (what must I know):Knowledge of Contact Centre processes, methodologies, systems and technologiesPC user knowledgeSkills and Abilities (what must I be able to do / display):Strong communication skillsStrong prioritisation skills LeadershipManagement/Supervisory Responsibility:This position has a management responsibility.IMPORTANT NOTESPlease note that whilst we are in a period where there is generally a hold on recruitment, all business-critical roles as approved by the business will still be recruited.Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.APPLY ON WORKDAY!On your Workday Welcome page, click on Career, then click on "Find jobs at Capita", scroll down and apply NOW.Location:Cape Town,South AfricaTime Type:Contract Type:Permanent Company Benefits Entertainment Area Canteen Good transport connections The benefits listed are applicable to the company and can differ depending on the position or department. Enter your email and be the first to receive all the jobs that match your search criteria By clicking above you agree to the PNet Terms of Use .Read our full Data Protection Policy here .You may unsubscribe at any time from PNet emails and services.
