Operational Management (BAU)

• Define operational objectives
• Agree and deliver key operational metrics
• Plan and deliver against agreed business targets
• Monitor performance and adapt activities accordingly
• Translate financial objectives into operational activities
• Track performance against forecast and adjust operations in-month
• Communicate departmental information effectively
• Define reporting requirements to optimize performance
• Maintain key business records
• Implement quality control mechanisms
• Manage legislative requirements
• Oversee processes and monitor performance
• Monitor departmental expenses
• Oversee procurement and suppliers
• Suggest areas for review based on management insights
• Raise and address concerns promptly to avoid disruption
• Promote innovation, successes, and learnings
• Support project implementation led by the Project Manager
• Provide insights and collaborate with project teams
• Maintain stakeholder communication and records of progress

Client Relationship Support

• Support the Client Director in maintaining strong client interactions
• Collaborate with clients through WBR, MBR, and QBR
• Manage internal delivery on client requirements
• Escalate risks/issues within Huntwood promptly
• Prepare for client visits and ensure internal teams are aligned
• Maintain healthy client communication and relationships
• Share achievements and challenges proactively
• Report on continuous departmental improvement

Change Management

• Identify departmental change initiatives
• Partner with the business on organizational change
• Drive change initiatives to successful outcomes
• Manage communication plans around departmental changes
• Monitor results and address challenges

Department Reporting

• Collaborate with BI team to build operational reporting and insights
• Analyze existing MI and monitor trends
• Use data insights for decision-making and improvement recommendations
• Drive data-driven continuous improvement initiatives

Job Requirements

• Minimum qualification: Matric/NQF 4
• Relevant tertiary qualification advantageous
• Experience in financial services essential (Banking/Insurance)
• 3 years in a Senior Operations Management role in a BPO/Call Centre environment
• Experience in complaints handling, ideally with UK-based clients
• Preferred experience in financial services/insurance sector
• Strong communication skills with senior stakeholders and clients
• Proficiency in MS Excel

Skills Required

• Interpersonal and communication skills
• Understanding of business processes and policies
• Organized and structured
• Resource planning
• Leadership
• Innovative and creative thinking
• Analytical skills
• Coaching and mentoring
• Ability to lead and influence
• Decision-making
• Planning and organization
• Continuous improvement mindset
• Operational knowledge
• Financial acumen
• Report writing

Core Behavior

Huntswood’s employees are described as dependable, driven, and collaborative. The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.