Position: Senior Operations Manager/ Head of Operation Location: Cape Town, South Africa Job Mode: Office Based Hours : US/UK Job Overview The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign. Main Responsibilities (but not limited to) Analyze and maintain all Service Level agreements; implement improvement plans as needed Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement) Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports). Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by ...