RTO Operations Manager

• Own and drive SLA adherence across all operational queues and functions, maintaining performance at or above agreed thresholds at all times
• Monitor real-time and trending KPI data, identify deviations early and implement corrective actions before breaches occur
• Partner with the Workforce Management function to ensure optimal scheduling, coverage planning and headcount utilization across shifts
• Escalate systemic performance risks to senior management with clear context, impact assessment and proposed remediation plans
• Lead operational reviews (daily, weekly, monthly) ensuring data integrity and actionable insight
• Directly manage a team of Team Leaders, providing clear direction, consistent coaching and structured accountability; conduct 1:1s, team reviews and formal performance appraisals
• Foster a culture of psychological safety, high standards and continuous improvement
• Maintain strict oversight of all high-sensitivity operational tasks, ensuring protocols, compliance requirements and data handling standards are consistently upheld
• Ensure Team Leaders are adequately briefed, trained and equipped to manage sensitive workflows; identify and mitigate associated risks
• Regularly audit existing processes to identify inefficiencies, quality gaps or compliance risks; lead structured improvement initiatives from diagnosis through to implementation and measurement
• Document, update and enforce standard operating procedures (SOPs) across all queues
• Produce and present high quality operational reports and dashboards for senior management, covering performance, risk, workforce and quality
• Act as the primary operational liaison between the team and senior leadership, translating strategic objectives into team-level actions

Qualifications & Experience:

• Degree in Business Administration, Operations Management or a related field (or equivalent professional experience)
• Minimum 3 years in an operations management or senior team leadership role, ideally within a contact centre, BPO or service delivery environment
• Demonstrated experience managing Team Leaders and driving performance through others
• Proven track record of owning and delivering SLA and KPI targets in a high-volume, time-sensitive environment
• Experience managing sensitive, complex or regulated tasks with the appropriate level of rigor and discretion
• Familiarity with workforce management tools and scheduling platforms
• Exposure to quality assurance frameworks, compliance requirements or regulated operational processes
• Six Sigma, PRINCE2 or equivalent process improvement qualifications

Skills & Competencies:

• Strong data literacy, comfortable working with performance dashboards, conducting root-cause analysis and presenting findings to senior stakeholders
• Excellent written and verbal communication skills, able to adapt style and content for varied audiences
• Proven track record of achieving performance metrics and driving operational improvements