ZAF Operations Assistant Manager Monzo (1154)

Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

Qualifications

Qualifications & Experience Required:

• At least 12 months tenure as an Operations Supervisor within Teleperformance (Essential)

• Proven experience in management of a Financial / Regulated / Collections Contact Center

• Experience in KPI Management

• OAM JUMP completed (Essential)

• Solid understanding of how Quality can influence achievement of business objectives

• Strong motivational skills to develop people’s attitudes and skills

Responsibilities

Key Responsibilities:

• Analyze and maintain all Service Level agreements; implement improvement plans as needed

• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).

• Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.

• Create and maximize the relationship with The Client.

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer on-going developmental coaching.

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client, adjust to meet changing requirements.

• Attend business reviews with the Client.

• Effectively manage a team of team leaders. 

Skills & Competencies Required:

Emotional Intelligence

Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action

Listen actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.

Entrepreneurship

Visionary leadership often requires taking initiative, managing risks, and driving innovation.

Communication

Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

Collaboration

Effective interpersonal skills are essential for teamwork and building strong professional relationships.

Open-Mindedness

Being receptive to different perspectives helps in building meaningful relationships.

Solution Orientation

Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.

Solution orientation is the mindset of focusing on solutions instead of just the problem.

They work together because:

• Problem-solving helps understand the issue.

• Solution orientation keeps things positive and action-focused instead of getting stuck on obstacles.

Together, they ensure both analysis and action to fix problems efficiently

Process Excellence

Achievement-oriented individuals strive for efficiency and effectiveness in their work.

Critical Thinking

They analyze situations to overcome obstacles and achieve results