{"id":1902205,"url":"https://alion.io/job/tp-zaf-operations-assistant-manager-monzo","title":"ZAF Operations Assistant Manager Monzo","company":{"id":7921,"name":"TP","domain":"tp.com","url":"https://alion.io/company/tp","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gqeberha, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":15000,"period":"year","method":"role_country_seniority_unknown","sample_n":61},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T11:40:44Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-14T01:44:13Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Overview\nThe 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.\nQualifications\nQualifications & Experience Required:\nAt least 12 months tenure as an Operations Supervisor within Teleperformance (Essential) \nProven experience in management of a Financial / Regulated / Collections Contact Center \nExperience in KPI Management \nOAM JUMP completed (Essential) \nSolid understanding of how Quality can influence achievement of business objectives \nStrong motivational skills to develop people’s attitudes and skills \nResponsibilities\nKey Responsibilities:\nAnalyze and maintain all Service Level agreements; implement improvement plans as needed \nSelecting, 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) \nManage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports). \nConduct 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 The Client. \nCreate and maximize the relationship with The Client. \nProvide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance. \nConduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer on-going developmental coaching. \nCreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. \nParticipate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement. \nImplement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client, adjust to meet changing requirements. \nAttend business reviews with the Client. \nEffectively manage a team of team leaders. \nSkills & Competencies Required:\nEmotional Intelligence\nUnderstanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action\nListen actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.\nEntrepreneurship\nVisionary leadership often requires taking initiative, managing risks, and driving innovation.\nCommunication\nClear, persuasive, and empathetic communication is a cornerstone of effective leadership.\nCollaboration\nEffective interpersonal skills are essential for teamwork and building strong professional relationships.\nOpen-Mindedness\nBeing receptive to different perspectives helps in building meaningful relationships.\nSolution Orientation\nProblem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.\nSolution orientation is the mindset of focusing on solutions instead of just the problem.\nThey work together because:\nProblem-solving helps understand the issue. \nSolution orientation keeps things positive and action-focused instead of getting stuck on obstacles. \nTogether, they ensure both analysis and action to fix problems efficiently\nProcess Excellence\nAchievement-oriented individuals strive for efficiency and effectiveness in their work.\nCritical Thinking\nThey analyze situations to overcome obstacles and achieve 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