Job summary

Job Ref:
BEE Position:
Cape Town, South Africa, Africa
Job type:
Full time

Operations Performance Specialist

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About this job

Business process modelling accreditation coupled with between 2 – 4 year’s experience in a business process analytical role. Driving global analysis, design and transformation of business workflows and processes for all Operational areas.

Key Performance Areas (KPAs)

This position will include identifying best practices that should be implemented, thoroughly document or revise current and new business processes and flows, focus and improve customer experience, enable rapid response to changing consumer, market and regulatory demands. Also requires you to support all project streams with roll-outs of various initiatives - from inception to implementation

Customer experience (CX)

  • Develop, implement and drive processes to improve on Customer Experience in line with company objectives
  • Supporting the Group Ops Performance manager in running initiatives to improve the customer experience
  • Improve operational engagement with the business
  • Drive project teams to interact with agents when introducing new products/initiatives
  • Support the QA’s with roll-out of new initiatives in Ops
  • Engage with agents when designing new processes for the Ops area
  • Open and maintain lines of communication to monitor and improve call centre satisfaction with IT
  • Provide a single point of contact for business units into IT and acts as a conduit between the two departments
  • Provide ongoing feedback to call centre management on how IT escalations are being managed and resolved

Drive strategic initiatives within ops (contact centre) areas

  • Conduct preliminary investigation for all project requests and burndown lists
  • Drive requirements, specifications, test, support and training plans to ensure they are in line with business objectives
  • Monitor progress made and escalate any impingements to management
  • Participate in process design workshops with support from BA’s
  • Provide recommendations for product enhancements
  • Act as a project manager on some projects if and when required

Improve operational productivity and efficiencies

  • Participate in root cause analysis to recommend product enhancements and / or other appropriate actions to improve productivity for both the business units and IT
  • Drive Ops performance team’s escalations with business units
  • Ensure that these escalations are implemented timeously and effectively i.e. without hindering call centre performance
  • Lead process design workshops and act as a documentarian, co-facilitator, facilitator and/or subject matter expert in sketch sessions
  • Drive, implement and monitor business as usual improvements

Change management

  • Manage call centre roll-outs, ensure all operational teams have the necessary training/tools/skill-sets to fulfil their responsibilities
  • Provide post implementation project support
  • Develop and roll-out of standard operational procedures for call centre initiatives


Skills Required

Qualifications & Accreditations

  • B.Com (Bachelor of Commerce) or B.Sc will be an advantage
  • Business process modelling accreditation (preferably FTI)

Experience & Skills

  • Between 2 – 4 year’s experience in a business process analytical role
  • Advanced computer literacy skills with a high proficiency in MS Excel
  • Proven analytical skills and the ability to integrate and interpret numerical and statistical information
  • Experience in financial services and/or retail will be an added advantage
  • Some project management /BA skills
  • Experience in a contact centre environment will be an added advantage


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