Operations Director

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Job Description:

Key Responsibilities

Transformation & Change Leadership

• Lead and deliver transformation initiatives that modernize operations embed digital and AI-driven solutions and future-proof the business.
• Championing a culture that challenges the status quo encourages experimentation and embraces change.
• Inspire teams to adopt new ways of working ensuring agility and adaptability in a rapidly evolving environment.

Data-Driven Decision Making

• Establish a data-led operating model using analytics and insights to inform strategy optimize performance and drive innovation.
• Promote a culture where data literacy and evidence-based decision-making are core capabilities at all levels.

Project & Process Leadership

• Lead complex cross-functional projects from concept to execution ensuring delivery on time within scope and to the highest standards.
• Continuously assess and improve operational processes identifying opportunities for automation simplification and value creation.
• Drive process excellence through Lean Six Sigma or similar methodologies.

Strategic Leadership

• Develop and execute operational strategies to support growth profitability and client satisfaction.
• Lead cross-functional teams to deliver innovative solutions and foster a culture of continuous improvement.
• Represent operations in executive forums and contribute to business strategy and transformation initiatives.
• Champion an inclusive workplace where all team members feel valued.

Operational Excellence

• Define implement and improve operational policies processes and performance standards.
• Collaborate with stakeholders to achieve collective goals.
• Oversee delivery of all operational KPIs ensuring quality efficiency and client metric targets are met or exceeded.
• Maintain robust risk management business continuity plans and compliance with Capita and client frameworks.

Financial Management

• Own and manage the operational P&L driving revenue growth and optimizing costs.
• Develop and manage budgets forecasts and financial plans in partnership with Finance and divisional leadership.
• Monitor and report on financial performance implementing corrective actions as necessary.

People Leadership

• Build and lead a high-performing diverse operational leadership team.
• Ensure team members are valued included and engaged driving a culture of accountability and continuous development.
• Oversee talent management succession planning and leadership development.

Client & Stakeholder Management

• Serve as the executive point of contact for key clients ensuring satisfaction and retention.
• Foster strong relationships with internal and external stakeholders including HR IT and business partners.
• Lead client governance forums and participate in contract negotiations and renewals.

Key Deliverables

• Transformation & Innovation: Successful delivery of transformation projects; measurable adoption of digital solutions; continuous improvement culture embedded.
• Data & Performance: Achievement of data-driven KPIs; improved operational efficiency and client outcomes.
• Operational Efficiency & Quality: Achievement of SLAs and client requirements; delivery of process improvement initiatives; high compliance audit scores.
• Financial Performance: Revenue growth and profitability targets; achievement of cost-to-serve and cost reduction goals; accurate budget management.
• People & Culture: Employee engagement and retention rates (>95% retention in leadership roles); participation in leadership development; achievement of DEI metrics.
• Client & Stakeholder Satisfaction: Client satisfaction scores (CSAT/NPS); successful delivery of client projects; positive stakeholder feedback.
• Strategic Initiatives: Timely and budget-compliant delivery of transformation projects; implementation of digital and AI-driven enhancements; achievement of strategic objectives.

Professional Know-how

Academic Qualifications

• Matric qualification
• Bachelors degree in business administration Operations Management or related field
• MBA preferred

Experience

• Minimum 510 years experience in senior management preferably in large-scale complex environments (contact center/BPO experience advantageous but not essential)
• Proven track record of leading transformation delivering large-scale projects and driving operational excellence
• Extensive commercial experience
• Demonstrated experience working in multi-cultural environments with proven ability to lead diverse teams and navigate cross-cultural dynamics.

Knowledge Skills & Abilities

• Visionary leadership with a passion for transformation and innovation
• Advanced data literacy and experience embedding analytics into operations
• Strong project management and process improvement skills
• Ability to challenge established practices and drive cultural change
• In-depth understanding of client requirements
• Effective multi-channel communication skills
• Strategic planning expertise
• Excellent stakeholder management and relationship-building abilities
• Demonstrated leadership and commercial acumen
• Commitment to Capita values
• Effective people management and service delivery within SLA frameworks
• Resource planning and hours management to support revenue generation
• Managing attrition performance leave absenteeism and employee satisfaction
• Ensuring compliance with regulatory and framework requirements
• Leading process improvements new business projects and system enhancements

Working Relationships

• Internal: Various business lines and functions
• External: Clients and external stakeholders

Working Model

• Primarily office-based with some domestic and international travel required.

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.

Were here to help get you to your future whether its 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 theres 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.

Whats 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 youll 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.

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.

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