RTO Operations Manager at HCS Affiliates Group at HCS Affiliates Group

RTO Operations Manager at HCS Affiliates Group at HCS Affiliates Group | Iko Kazi

Key Responsibilities

Operational Performance & SLA/KPI Ownership

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 at every level.

Team Leadership & People Management

Directly manage a team of Team Leaders, providing clear direction, consistent coaching, and structured accountability.
Conduct regular 1:1s, team reviews, and formal performance appraisals; design and implement development plans for high potential and under-performing individuals alike.
Foster a culture of psychological safety, high standards, and continuous improvement, where people are empowered to flag issues and contribute solutions.
Lead with discretion and professionalism in all people matters, particularly where sensitive workflows, disciplinary processes, or confidential information are involved.
Resolve interpersonal and operational conflicts swiftly and fairly, escalating to HR or senior leadership where required.

Sensitive Workflow Governance

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 risk associated with sensitive task handling; including data protection, escalation pathways, and exception management.
Act as the accountable owner for operational compliance within the team's scope, working closely with relevant stakeholders.

Process Optimization & Continuous Improvement

Regularly audit existing processes to identify inefficiencies, quality gaps, or compliance risks.
Lead structured improvement initiatives from diagnosis through to implementation and measurement ensuring sustainable change.
Champion innovation within the team; create channels for Team Leaders and agents to surface ideas and operational friction points.
Document, update, and enforce standard operating procedures (SOPs) across all queues.

Reporting, Analytics & Decision Support

Produce and present high quality operational reports and dashboards for senior management, covering performance, risk, workforce, and quality.
Analyze data trends to support forecasting, capacity planning, and strategic decision making.
Ensure reporting is accurate, timely, and presented in a format that drives informed decisions at the leadership level.

Stakeholder Management & Cross-Functional Collaboration

Act as the primary operational liaison between the team and senior leadership, translating strategic objectives into team level actions.
Collaborate with Support, Quality, Training, HR, and WFM functions to resolve cross-functional issues and improve team collaboration.
Communicate clearly and consistently; upward to leadership, laterally across peers, and downward to Team Leaders and agents.
Represent the operations function in business reviews, planning sessions, and project workstreams.

Qualifications & 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; not just as an individual contributor.
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.
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.
Degree in Business Administration, Operations Management, or a related field (or equivalent professional experience).
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

RTO Operations Manager at HCS Affiliates Group