CX OPERATIONS MANAGEROPERATIONS MANAGER The Services Operations Manager is a position in the CX & Collab Business Operations job family.
The primary objective of this position is to enable the execution of the National CX strategy by ensuring an optimal operational environment for the managers and employees locally or regionally.
The CX Services Operations Manager supports the establishment and optimisation of the day to day operational activities of the business unit for their specific geography.
The operational enablement through processes, methodologies, tools and systems should facilitate the implementation of the strategy, implement the achievements of business targets and the smooth operation of the CX division within their geography.
Implement strategyThe CX Services Operations Manager provides input to strategy formulation and the setting of strategic direction and takes ownership of the strategic execution within his / her area of responsibility.
They direct the operations to meet budget and other financial goals, directing short-term and long-range planning and budget development.
They contribute directly to the successful execution of business strategies for products and services within their span of control.
These individuals develop and implement a system of tracking and reporting on the progress of strategic plan implementation for their area of responsibility.
They ensure that all managers are fully informed of the operational objectives of the business. This employee will hold key relationships across each business and service unit internally as well as externally with key vendors, partner and channel partner contacts to execute on the strategic vision.
Establish and manage operational efficiencyThe CX Services Operations Manager takes responsibility for ensuring that key policies, processes and methodologies relating to CX are developed, implemented and adhered within their geography.
This employee will assist with the development and maintenance of high quality CX operations and deliver methodologies and teams to support key growth practices.
This individual will drive adoption and compliance to these methodologies, process and policies. He / she will take responsibility for designing and enhancing business processes, tools and operating models to improve productivity whilst ensuring compliance to corporate policy.
He / she will represent business needs by liaising with other departments to improve business processes and operations between groups to maximise efficiencies and effectiveness for the business.
Manage business growthThe CX Services Operations Manager participates in acquisition and growth activities at a business area and local that supports overall business objectives and plans.
They also contribute to capital market development, including participating in road shows and relevant meetings with stakeholders.
They ensure quality control of all business area output pertaining to client acquisition and the delivery of services. They advise the management team on key planning issues and make recommendations on important business decisionsEnsure performance managementThis employee will establish performance goals, allocates resources and assesses the policies of senior management with the leadership team of the business unit within their geography.
They set operational and / or performance goals for each department which are aggressive, achievable and linked to long-
term goals.They establish and monitor performance reporting systems and monitor department performance against performance goals to ensure that progress is being made.
These individuals ensure that operational activities comply with organisational requirements for quality management, legal stipulations and general duty of care.
Business improvement managementThe CX Services Operations Manager works with internal teams to define, collect and gather root-
cause analysis for the CX business issues as they are uncovered. He / she will support the change management program to implement future state of the CX operating model.
Financial ManagementThis individual will contribute to the development of an annual budget to operate the business unit and manage expenditure against this budget for their geography.
People managementThe CX Services Operations Manager will be responsible for the management and leadership of the team involved in methodologies, systems, and reporting and tools.
He / she will support resource management and time tracking and will also liaise directly with the regional operations team to develop, govern and manage appropriate CX operations.
Behavioural skillsCX Services Operations Managers are action orientated and proactive, and are entrepreneurial, flexible and innovative in their approach to operational management.
They are inspirational leaders who are actively involved in the day to day operational activities of the business area. They are assertive individuals who are able to lead, plan and manage change effectively.
They have good verbal and written communication skills, strategic capability, proactive approach and the ability to execute, are key components that ensure success in this position.
In this position you will be required to : 1. Contribute to strategy formulation, execute business strategies for products and services and direct short-
term and long-range planning and budget development.2. Drive adherence to key policies, processes and methodologies to ensure operational models to improve productivity.
3. Participate in acquisition and growth and contribute to capital market development.4. Set operational and / or performance goals for each department, establish and monitor performance reporting systems and measure performance against performance goals.
5. Define, collect and gather root-cause analysis for the CX business issues to facilitate improvement management.6. Develop an annual operational budget and manage expenditure against this budget.
7. Effectively manage a team, their resources, development and overall performance.Requirements : Education, Training and Experience B.
Com Degree in Economics / Finance or General Information Technology PmP Certification ITILv3 Foundation Experience At least 8 -
10 years' experience in a similar role dealing with large outsourcing 8 years' experience in CX operations role preferably within technology environment Strategic project and / or programme management experience Experience in financial analysis and analyticsPersonal Attributes and Skills Required Possess sound knowledge and understanding of IT and CX industry environment and business needs Demonstrate an excellent understanding of CX operations and process management and formulation of policies, programs, plans and systems Demonstrate excellent leadership skills create and communicate a vision for the CX operations roleAttributes Possess strong business and commercial orientation with the ability to build a scalable business unit Demonstrate strong operational management skills with the ability to establish programs related to CX operations Possess the ability to engage with a variety of stakeholders and colleagues at all levels Possess the ability to work in high-
pressure situations where the achievement of year-on-year financial improvement is a requirement Demonstrate the ability to manage urgent and complex tasks simultaneously Possess good interpersonal skills with the ability to develop and maintain strong stakeholder relationships Demonstrate excellent communication skills (both verbal and written) with the ability to present information clearly and succinctly Possess good decision-
making skills and ability to build a cohesive team Demonstrate the ability to recognise opportunities for enhancement and continuous improvement