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.

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