Job Description: Operations Director

Location: Sandton, South Africa
Job Type: Permanent
Reporting to: Vice President Operations / C.O.O.


About Quantanite
Quantanite is a global leader in business process outsourcing (BPO) and customer experience (CX), driven by AI and cutting-edge technology. Our focus is on making operations smarter, faster, and more seamless for our clients by combining automation with human expertise to deliver exceptional results. With a team of over 2800 + professionals worldwide, we’re at the forefront of redefining how businesses operate in the digital age. Our approach emphasizes orchestrating people, processes, and AI-driven solutions to ensure efficiency and innovation at every level. As we continue to grow and expand our AI and digital transformation initiatives, we’re looking for a Director of Operations to help lead and scale our operations from Johannesburg.


About the Role
We are seeking a strategic and results-oriented Operations Director to oversee and manage the overall operations of our BPO business in Sandton. The ideal candidate will have extensive experience in operational management within the BPO industry, strong leadership skills, and a proven track record of driving performance and efficiency. The Operations Director will be responsible for leading operational strategy, optimizing processes, and ensuring the highest level of service delivery.


Key Responsibilities
Strategic Leadership

• Develop and execute operational strategies aligned with the company’s business objectives.
• Lead the operational planning process and implement strategies to drive growth and profitability.

Operational Management

• Oversee the daily operations of the BPO, managing multiple departments or functions.
• Ensure that all operations run smoothly and efficiently while adhering to company standards and client requirements.

Performance Optimization

• Monitor and analyze key performance indicators (KPIs) and operational metrics to evaluate performance.
• Identify areas for improvement and implement initiatives to enhance efficiency, quality, and customer satisfaction.

Client Relationship Management

• Build and maintain strong relationships with key clients.
• Ensure that client expectations are met or exceeded, addressing any issues or concerns promptly and effectively.

Process Improvement

• Identify and implement process improvements to streamline operations, reduce costs, and enhance service delivery.
• Promote a culture of continuous improvement and innovation within the team.

Financial Management

• Develop and manage the operational budget.
• Ensure effective allocation of resources and adherence to financial targets.
• Monitor expenses and implement cost-control measures as needed.

Team Leadership

• Lead, mentor, and develop a team of senior managers and department heads.
• Conduct performance reviews, provide feedback, and support professional growth to ensure high levels of team performance and engagement.

Compliance and Risk Management

• Ensure compliance with company policies, industry regulations, and contractual obligations.
• Manage risk and implement strategies to mitigate potential issues or disruptions.

Technology and Systems

• Oversee the implementation and utilization of technology and systems to support operational efficiency.
• Collaborate with IT to ensure that technological solutions meet operational needs and drive performance.

Qualifications
Education:

• Bachelor’s degree in Business Administration, Management, Operations, or a related field required.
• Master’s degree or MBA preferred.

Experience:

• Minimum of 8-10 years of experience in operational management within the BPO industry.
• At least 3-5 years in a senior leadership role.

Skills:

• Strong strategic and operational management skills.
• Excellent leadership and team management abilities.
• Proficiency in performance metrics and financial management.
• Excellent communication and interpersonal skills.

Attributes:

• Results-oriented with a focus on driving performance and efficiency.
• Ability to manage multiple priorities and make data-driven decisions.
• Strong problem-solving skills.
• Proactive and innovative mindset.

Certifications:

• Relevant certifications (e.g., Six Sigma, Lean Management) are a plus.

Working Conditions

• Environment: Fast-paced, high-energy BPO environment with occasional pressure to meet tight deadlines and manage high volumes of operational issues.

Benefits

• Competitive salary & benefits package
• Ongoing professional development opportunities to enhance leadership and operational skills.
• Opportunities for career advancement and growth within the company.
• A dynamic and inclusive work culture with a focus on teamwork, innovation, and excellence.