Job Description

About the job Relocate to Cape Town Vice President of Operations (BPO/Life Insurance)
Our client is a leading and innovative company at the forefront of transformation, data science, and change management solutions. With a clear vision to empower businesses, they have garnered a stellar reputation for making organizations more efficient, effective, and customer-centric, while driving substantial revenue growth. Their commitment to excellence has made them a trusted partner for a diverse array of businesses seeking to thrive in today's fast-paced and ever-changing market landscape.
Role Overview
An operational excellence lead is responsible for leading and implementing the strategic plan for operational excellence in alignment with the insurance vertical goals and objectives. The operational excellence lead identifies industry best practices, designs the framework and standardizes operations for the required domain. The lead provides the ideal approach for setting up new business in a fail-safe manner, framework for performance of the operations, identifies and prioritizes areas for process improvement and optimization, a comprehensive quality management system, and drives the adoption of innovative solutions and technologies. The lead also fosters a culture of continuous improvement and operational excellence throughout the organization and mentors a team of operational excellence professionals.
Job type: Permanent/Full Time
Workplace: Onsite, Office Based
Location: Cape Town
Working days: Monday to Sunday, 2 days off per rotation
Working hours: USA hours only
Requirements

• Minimum 13 years' work experience; preferably from BPO background
• Previous international Voice experience
• Possesses necessary knowledge of business concepts to effectively perform the job
• Should have managed Teams for at least 3 years
• Commit to achieving specific objectives and take ownership for accomplishing them.
• Proven experience in stakeholder management, with the ability to effectively communicate and collaborate with internal and external stakeholders.
• Excellent team management and leadership skills, with the ability to inspire and motivate team members to achieve their full potential.
• Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines.
• Exceptional communication and presentation skills, with the ability to convey complex information in a clear and concise manner.
• Demonstrated ability to operate with minimum supervision and take initiative to drive initiatives forward.
• English language proficiency
• Should be familiar with MS Office
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

Responsibilities

• Develop & execute the strategic plan for operational excellence in alignment with the vertical's goals and objectives
• Ensure the alignment of operational activities with financial targets and performance indicators
• Identify and implement cost optimization initiatives and best practices across the value chain
• Lead and mentor a team of operational excellence professionals to drive performance improvements
• Foster a culture of continuous improvement and operational excellence throughout the organization
• Participate in all deals to provide strategic inputs on the overall operational structure
• Provide insight into financials and ways to improve them
• Provide inputs and best practices across the industry and within the organization for improved and seamless transitions
• Guide on standardizing core project management deliverables across the board
• Provide guidance on clarity of roles and responsibilities between multiple functions for clear segregation of duties and reduce pressure on the operations team during an implementation
• Identify, analyze, and prioritize areas for process standardization improvement and optimization
• Review current practices for operational metrices for example - goal forms, P4P through put, hiring standardization, pre-process training effectiveness, etc.
• Create analytical insights for areas which need reconsideration - example hiring effectiveness, MEI rationalization during and post new implementations
• Exploring reporting mechanism for each of the operational matrix to ensure visibility and governance from service delivery leads
• Oversee the performance of operations for potential enhancements to service level agreements (SLAs) and key performance indicators (KPIs) as a key differentiator in the market
• Collaborate with functional leaders to implement operational improvements and drive productivity gains
• Utilize data analytics to identify trends, root causes, and opportunities for improvement
• Guide and encourage change initiatives to ensure successful implementation and adoption of new processes and technologies
• Communicate effectively with stakeholders to gain buy-in and support for operational excellence initiatives
• Work with the training teams to co-create or enhance current training programs and materials to support continuous improvement efforts
• Tracking and reporting of the concerns / issue's tracker on a fortnightly basis with leadership (and actions thereof along with best practices to bring in synergies between multiple client areas with a similar scope)

Skills Required