• The SOM will support the overall effective operational delivery of managing complex customer complaints, to meet internal and client-led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities
People Management

• Managing performance and achievement of Team Leader KPIs
• Articulate with clarity to the Team Leaders the business expectations and support them with the creation and execution of their operational plan
• Ensure daily huddles are prepared and held
• Leave/Absence Management ensuring required resourcing is available as per SLA
• Disciplinary & HR-related matters are attended to in line with company policy and protocols
• Create and drive team motivation
• Reward & Recognition is part of the operational rigor
• Incentive programmes are aspirational, structured, and well communicated to align with operational delivery
• Encourage cross-functional collaboration
• Drive a high-performance environment, ensuring client objectives are consistently achieved
• HW policies, procedures, and protocols are communicated and demonstrated within the operational environment
• Foster the HW culture aligned to a people-centric approach
• Recognize and address potential challenges that may hinder team performance or morale

Team/Leader Development

• Structured and ongoing coaching/mentoring
• New leader transition plans
• Lead bi-monthly call review sessions with documented actions and outcomes
• Conduct monthly 1-1s with Team Leaders to review team performance and personal development
• Identify and address skills/knowledge gaps
• Embed industry best practices and seek continuous service delivery improvement
• Share knowledge based on incidents, findings, or feedback
• Host regular think tank/focus sessions
• Support team professional development (CPD, succession, career pathing)
• Address poor performance through structured development plans in partnership with HR
• Identify and nurture top talent
• Create a repository of useful resources for coaching and skills development
• Provide ongoing formal and informal learning opportunities

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