Head of Customer Service Centre Operations
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Job Description
We are recruiting on behalf of a leading national organisation for a Head of Customer Service Centre Operations. This senior leadership role is responsible for shaping and executing the operational strategy across a national network of wholly owned service centres driving profitability productivity and exceptional client experience at scale.
Responsibilities
The successful candidate will:
Strategic & Commercial Leadership
- Develop and execute a national operational strategy aligned to business growth objectives
- Drive revenue performance through productivity utilisation conversion and value-added services
- Lead multi-site operations through Regional leadership structures
- Conduct cost centre reviews and optimise profit performance across regions
- Leverage operational dashboards and customer insights to inform commercial decisions
- Lead transformation and continuous improvement initiatives
Operational Excellence & Capacity Planning
- Plan and optimise operational capacity to meet forecasted job volumes efficiently
- Establish scalable resource planning models to improve productivity and scheduling
- Embed consistent operating procedures quality standards and safety compliance
- Improve turnaround times reduce rework and minimise service failures
- Optimise footprint growth through strategic geographic planning
Leadership & Culture
- Inspire and performance-manage Regional Managers
- Build strong succession pipelines and elevate leadership capability
- Embed a high-performance high-accountability culture
- Champion a customer-first service environment
- Contribute at senior leadership level driving cross-functional alignment
Customer & Cross-Functional Collaboration
- Partner with Customer Sales and Service Recovery functions to uplift the end-to-end journey
- Support Regional teams in resolving operational challenges
- Develop structured improvement plans to increase productivity and service delivery
Governance & Risk
- Ensure legislative safety and governance compliance across all operations
- Maintain audit readiness and quality control discipline
Requirements
The ideal candidate will have:
- A Bachelors Degree in a Commercial Operations or Business-related discipline
- 810 years experience in fast-paced client-centric delivery environments
- Proven success leading multi-site operations with measurable performance uplift
- Strong financial and commercial acumen with the ability to manage P&L drivers
- Expertise in strategic capacity planning and operational optimisation
- Demonstrated ability to deliver revenue growth through applied operational strategy
- Exceptional leadership capability with a strong performance culture focus
- High resilience and the ability to lead in complexity
EE Disclaimer:
All positions will be filled in accordance with the companys Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.
Reference: SR01
Required Experience:
Director
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
About Company
Afrizan – Empowering the rapid transformation of recruitment services in South Africa. Afrizan is one of South Africa’s first equity staffing and recruitment solutions providers. With 51% black ownership, 33% black female ownership and 30+ years' experience in recruitment, Afrizan, as ... View more
