{"id":3075683,"url":"https://alion.io/job/old-mutual-limited-operations-manager","title":"Operations Manager","company":{"id":5366,"name":"Old Mutual Limited","domain":"oldmutual.com","url":"https://alion.io/company/oldmutual","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":47,"ghost_share":0,"stale_share":0.596,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":51000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":34},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-22T10:46:42Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-27T03:39:52Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Let's Write Africa's Story Together!\nOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this.\nJob Description\nYou will form part of the Mass Foundation Cluster which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.The Operations Manager is responsible for leading a high-performing outbound contact centre operation through a team of Team Leaders and support specialists. The role is accountable for delivering exceptional customer outcomes, achieving commercial and operational objectives, and creating a culture where employees understand the impact of their contribution to the broader business strategy.\nThe successful incumbent will provide leadership that balances people, performance, customer experience, operational efficiency and innovation. They will drive accountability through leadership teams, leverage insights and data to make informed decisions, and continuously seek opportunities to enhance operational effectiveness, employee engagement and customer outcomes.\nThis role requires a strategic and forward-thinking leader who can navigate complexity, inspire high performance and position the contact centre as a key enabler of business growth and customer value.\nStrategic Leadership\nTranslate business strategy into clear operational plans and measurable outcomes.\nEnsure alignment between contact centre objectives and broader organisational goals.\nDrive a culture where employees understand the value of their contribution to customers, the business and overall organisational success.\nAnticipate future business needs and develop proactive operational strategies to support growth and sustainability.\nAct as a trusted advisor to senior stakeholders on operational performance, risks and opportunities.\nOperational Excellence\nLead the day-to-day performance of the outbound contact centre to achieve service, productivity and quality objectives.\nDrive delivery against key business metrics including conversion, productivity, customer experience, quality assurance, compliance and retention.\nEnsure efficient workforce planning and resource optimisation.\nIdentify operational risks and implement mitigation strategies.\nChampion continuous improvement initiatives to enhance efficiency, effectiveness and customer outcomes.\nLeadership & People Management\nLead, coach and develop Team Leaders to achieve exceptional team performance.\nBuild a high-performance culture characterised by accountability, collaboration, recognition and continuous learning.\nFoster employee engagement through meaningful communication, visibility and leadership.\nCreate succession pipelines and capability development plans to build future leaders.\nDrive performance management processes, ensuring clear expectations and accountability at all levels.\nCustomer & Employee Experience\nEmbed a customer-centric culture across all levels of the operation.\nDrive initiatives that improve both customer satisfaction and employee engagement.\nCreate an environment where employees understand the direct link between their role, customer outcomes and business success.\nLeverage customer and employee feedback to drive operational enhancements.\nData, Insights & Decision Making\nUse operational data, business intelligence and customer insights to identify trends, risks and opportunities.\nDevelop and monitor meaningful performance dashboards and reporting frameworks.\nDrive informed decision making through analysis of workforce, performance and customer metrics.\nTranslate operational data into actionable business recommendations.\nContinuous Improvement & Innovation\nLead process improvement initiatives that enhance efficiency, productivity and customer experience.\nFoster a mindset of innovation and problem-solving within leadership teams.\nIdentify opportunities to leverage technology, automation and digital solutions.\nDrive operational transformation initiatives where appropriate.\nStakeholder Management\nBuild strong partnerships with key business stakeholders across functions.\nCollaborate with support areas including Human Capital, Learning & Development, Workforce Management, Quality Assurance and Business Intelligence teams.\nInfluence and engage stakeholders to achieve shared business outcomes.\nRepresent the contact centre as a strategic business partner within the organisation.\nQualifications & Experience\nEssential\nRelevant Degree or Diploma in Business, Operations Management, Commerce or related field.\nMinimum 5-8 years' experience in a contact centre environment.\nMinimum 3-5 years' experience leading leaders within a contact centre operation.\nProven experience managing large operational teams through Team Leaders.\nDemonstrated success in achieving operational and commercial targets.\nExperience in workforce planning, performance management and stakeholder engagement.\nAdvantageous\nFinancial Services experience.\nExperience driving digital transformation or operational excellence initiatives.\nCoaching, leadership development or change management certification.\nKey Success Measures\nThe successful incumbent will demonstrate:\nAchievement of operational performance targets.\nStrong employee engagement and retention outcomes.\nDevelopment of high-performing Team Leaders and future leaders.\nContinuous improvement and innovation initiatives successfully implemented.\nImproved customer outcomes and service delivery metrics.\nEffective management of operational risks and compliance requirements.\nPositive contribution to business growth and strategic objectives.\nCompetencies:\nLeadership: Strategic Thinking, Leading Through Others, Influencing & Impact, Decision Making, Courageous Leadership\nOperational: Operational Excellence, Commercial Acumen, Customer Centricity, Performance Management, Risk & Compliance Awareness\nPersonal: Resilience, Adaptability, Innovation Mindset, Results Driven, Relationship Building\nSkills\nContact Center Management, Contact Center Operations, Continuous Improvement, Customer Experience (CX), Data Insights, Decision Making, Employee Experience, People Management, Relationship Building, Stakeholder Management, Strategic LeadershipCompetencies\nBuilds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial AcumenEducation\nNQF Level 6 - Diploma, Advance or Occupational Certificate or equivalent (Required)Closing Date\n29 October 2026 , 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.\nThe Old Mutual Story!","description_format":"text","description_chars":7071,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity"],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Property & Casualty Insurance","Asset Management & Funds","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-22T10:46:42Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely 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