Offshore Operations Manager / BPO Manager
Let’s be unstoppable together!
Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world’s leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.
At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at
What will you be doing?
Based in South Africa, you will lead the Circana Offshore Operations Support teams. You will be responsible for cross-functional production and projects teams, ensuring the highest levels of quality, efficiency & cost control, whilst simultaneously ensuring that services continue to meet the requirements of the respective offshore marketplace and /or business in to drive the maximum levels of profitability to the business.
The work involves impeccable planning, active communication and the execution of all BAU and project tasks on time and to the quality standard as defined in contract/SLA. You need to demonstrate that you have strong project management, systemic thinking and excellent problem-solving abilities and demonstrate sound mentorship and leadership capabilities.
Job Responsibilities
- To take full accountability for all operational process areas, leading the teams to achieve company, department, team and personal objectives.
- To be responsible for ensuring the quality and integrity of the existing and new BAU & Build processes and deliverables.
- To be accountable for capacity and workload planning, ensuring that all deliverables are provided to schedule and to the agreed quality levels as defined in the SLA or Project Plan.
- To manage and participate in projects to design and implement new products, services and processes.
- Effective scoping of client’s requirements and ensure best practice integration into the Circana systems, item dictionary and/or custom client databases.
- To be responsible for the flawless execution of client expansion/integration projects on time and budget ensuring adherence to specified best practice frameworks.
- To design and monitor metrics to check the quality of deliverables and output vs plan and implement process improvements.
- Liaising with internal and external stakeholders, participate in client meetings as appropriate.
- Maintaining strong internal cross-departmental relationships with local and offshore colleagues.
- Be an escalation point and senior point of contact for the home operations teams to escalate client issues to. Ensure those issues are managed to the individual's satisfaction.
- Act as the SPOC for other business functions providing input to client proposals & meetings as appropriate.
- Continuously strive to increase the efficiency, quality and cost of services delivered, proactively identifying opportunities to optimise across all item placement processes.
- Set stretching operational targets which will enable the company to meet its EBITDA targets and ensure performance is reviewed on a monthly basis.
- Responsible for the recruitment, training and development of personnel, ensuring that all staff have effective development plans which are regularly reviewed and evaluated
- To support the respective Operations Directors / Management teams with the management of the department and implementation of strategic initiatives, cost management, etc.
Measures of Success
- Demonstrate strong dimension architecture, project management and process improvement skills
- Ensure satisfied clients with consistent, on-time, high-quality BAU, implementation & change delivery.
- Obtain Coding accuracy & OTC Score target of 96%+, Green Client Satisfaction & Execution scores, driving action plans to effectively resolve any issues.
- Able to gain support, including time and resources, towards solving client satisfaction and delivery issues
- Develop and/or adopt best practices, implementation & change frameworks for client setups and CCR management.
- Effective use of systems for managing BAU, Initiatives and teams, using data driven decision-making based on KPI reporting.
- Develop people to prosper in their careers at Circana and beyond through exposure to new skills and challenges
- Works to remove barriers to collaboration while balancing the interests of multiple stakeholders
- Builds trust with local & global colleagues by having long-term view working relationships
Requirements
- A highly self-motivated, accountable and committed people leader and coach with the ability to engender a high-performance culture.
- Graduate calibre with 5+ work experience in similar role.
- 2+ years management experience in either Operations or Client Service functions.
- Experience in project management skills and managing complex and conflicting client requirements.
- Track record of leading teams and the ability to foster strong working relationships and influence across teams and departments.
- Continuous improvement experience e.g., automation, process improvement, etc.
Circana Behaviors
As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:
- Stay Curious: Being hungry to learn and grow, always asking the big questions
- Seek Clarity: Embracing complexity to create clarity and inspire action
- Own the Outcome: Being accountable for decisions and taking ownership of our choices
- Center on the Client: Relentlessly adding value for our customers
- Be a Challenger: Never complacent, always striving for continuous improvement
- Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
- Commit to each other: Contributing to making Circana a great place to work for everyone
Location
This position can be located in the following area(s): Cape Town, South Africa
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