Job Description

Manages the daily operation of a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers
Job title: Operations Risk Manager
:
Operations Risk Manager
Role purpose:

• To oversee operational risk management for several accounts across CCML and WMSL in line with client, company and regulatory guidelines
• Provide risk guidance and support to colleagues within the assignment and to the wider risk teams
• Where appropriate, to challenge management over the identified risks and guide them to deliver actions required to achieve Client and Capita risk appetites
• To support an improvement in risk management and controls within the operation by providing gap analysis, feedback and education
• Communicate with clients and the Operation with regards to risk and control reporting
• Identify emerging risks and issues and report these as appropriate, providing an appropriate solution or recommendations
• Manage a team of risk analysts to support the above activities

Accountabilities and main responsibilities
Operations / Process:

• To liaise with clients, peers and colleagues, to define and embed appropriate operational risk standards, helping ensure compliance with legal, regulatory, ethical and social requirements, enabling Capita to build and maintain an excellent reputation for the Company
• Promote greater awareness of risk management at all levels within the operation on an ongoing basis including educating and coaching colleagues re their accountabilities & responsibilities and providing challenge to Senior Management where appropriate
• Responsible for ensuring that a full risk assessment is undertaken for any changes driven by the client or business, making sure that results are shared, and actions agreed and implemented
• To oversee Operational Risk management for the project, ensuring that all staff are aware of their responsibilities and ensuring that all activity is effective, consistent, accurate and on time
• Reflect the risk status of the business by providing appropriate accurate and timely risk information for business and senior management, providing challenge to the business as appropriate
• Provide a positive, productive, two-way communication channel between the risk function and clients and the wider Capita Risk functions
• Support both Capita and Client audit schedules to facilitate a positive experience and result
• Facilitate the quarterly completion of Client and Capita mandatory training requirements for Capita colleagues
• Attend and contribute to all relevant risk governance meetings and forums, providing input as required, and confirm that appropriate actions are agreed, implemented and tracked through to completion
• Own Capita Risk communications to the operation
• Undertake regular risk-based reviews, providing analysis and solutions to operational and senior management, agreeing actions and owners with clear deadlines for expected completion
• Update, maintain and control the risk document library to ensure compliance with GDPR guidance and information security adherence

People:

• Maintain accurate and complete records relating to training, performance, competence and personal development plans for all direct reports in your team.
• Ensure that the work required in your area of responsibility is effectively planned and fairly allocated to individuals, monitoring the progress and quality of the work of individuals to ensure that the required standard of performance is being met, reviewing and updating plans of work in the light of emerging issues and ensuring appropriate escalation of issues
• To provide direction to Risk Analysts, motivating, coaching and supporting them to achieve team and individual objectives and to play an active role in the appraisal process.

Client:

• Ensure that all client procedures and processes are understood and adhered to, ensuring compliance with legal, regulatory, ethical and social requirements to build and maintain an excellent reputation for the Company
• Dealing with incidents, issues or client requests on a timely basis and facilitating appropriate outcomes.

Other:

• Demonstrate responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities
• Use initiative and discretion in dealing with risk or other matters of a confidential or sensitive nature
• Any other tasks deemed reasonable within the scope of the role

PERSONAL ATTRIBUTES
The role holder will be working in a challenging and often pressured environment with the need to review detailed and accurate information in a short timescale as well as dealing with incidents and issues that may arise. They must be used to dealing with information of a confidential and sensitive nature.
Professional Know-how:-
Academic:

• Matric (Completed)
• ISO Lead Auditor certification (e.g., ISO 9001, ISO 27001) (Preferrable)
• Relevant qualification in Risk and Assurance(Preferable)

Experience:

• 2-3 years' experience in Operations / Implementation Management/ Risk and Assurance/Compliance
• ISO Lead Auditor certification (e.g., ISO 9001, ISO 27001) (Preferrable)

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.
Please note no late applications will be considered
Closing date: Midnight 17 June 2025
Location: South Africa - Mutual Park
, South Africa
Time Type: Full time
Contract Type: Permanent