Job Description

At Capita we are keeping our promise to grow our business, offering new employment opportunities and supported career growth to our people.
We are looking for the best and offer an opportunity to grow with us in return.

Job title:

Head of Operations

Head operations, setting goals and improving operational efficiency from a macro level. Role holder will ensure that operation is being managed within budget and will often have a significant client facing role.

Key Responsibilities:

• Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution.
• Drive hours delivery ensuring attainment of required PCA
• Ensure the achievement of the financial targets by delivered billable hours.
• Ability to take data/inputs and develop learnings about what the data holds.
• Analyse data for insight generation to determine the most valuable opportunities to improve performance and redesigning digital experiences to deliver this
• Visualize system requirements and articulate the same in the form of a functionality requirement document for IT
• Identify innovation opportunities relating to offers and services and drive all CI initiatives to enable improved efficiencies and value add to clients and customers.
• Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of Capita, its customers, and its employees
• Implement the capacity plan & manage resourcing accordingly
• Review and establish locked hours, FTE requirements, team structures, span of control and resource / shift plans
• Initiate and Facilitate Process improvement initiatives/Projects
• Review, manage exceptions, ensure timely execution of transformation / transition / migration activities
• Own rewards and recognition schemes for the assigned processes / teams;
• Manage client relationships and escalations
• Conduct performance reviews and provide feedback to the Operations Managers
• Model and drive key leadership qualities and achieve results through effective people management practices (including managing performance and behaviour)
• Own and ensure the execution of the Reward and Recognition budget
• Drive employee engagement to meet required level of employee satisfaction
• Managing attrition through regular review of early warning signs
• Review & feedback on client escalations
• Relationship Management including the external stakeholders.

CAPITA VALUES

Implemented 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.

Professional know-how:

Minimum Qualification: Matric (Completed)

Minimum Requirements:

• 2 - 3 Years Head of Operations experience (Required)
• Utilities experience required at Management level (Required)
• Proven track record of leading a successful team (please highlight your success in your updated CV, indicative of direct and indirect reports, team successes and challenges)

Skills and Abilities (what must I be able to do / display):

• Service delivery by assigned teams within the agreed SLA frameworks
• Resource planning in order to meets service levels around PCA and customer experience.
• Hours delivery to protect the revenue generation
• Relationship Management including external stakeholders and client management.
• People management including Attrition, performance, leave and absenteeism, Employee Satisfaction levels and overall engagement
• Compliance of the teams with internal and external, regulatory and framework requirements
• Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C) Scheme.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

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.

Attach your most recent CV indicative of the criteria as advertised.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent