The role involves driving service delivery to meet SLAs including customer experience, quality, compliance, and query resolution while managing financial targets and operational efficiency
Job Summary
The role involves driving service delivery to meet SLAs including customer experience, quality, compliance, and query resolution while managing financial targets and operational efficiency.
The Head of Operations will lead process improvements, manage client relationships and escalations, and foster employee engagement to maintain high satisfaction and reduce attrition.
Capita offers opportunities for career growth and supports its employees by providing new employment opportunities and a promise to grow the business.
Matching Summary
The role involves driving service delivery to meet SLAs including customer experience, quality, compliance, and query resolution while managing financial targets and operational efficiency.
Skills & Requirements
Must-have
Service delivery within SLA frameworks
Resource and capacity planning
Client relationship management
People management and employee engagement
Process improvement initiatives
Financial target achievement
Quality monitoring program leadership
Nice-to-have
Data analysis for insight generation
Innovation and continuous improvement
Digital experience redesign
Leadership qualities modeling
Rewards and recognition management
Transformation and migration execution
Key Requirements
Matric (Completed)
Successful probation in Senior Operations Manager role