Operations - Assistant Manager

Responsibilities: New Hire Trainings and Refresher Sessions: Leads NHT program in line with client provided Training content to equip new hires with required knowledge on client processes and tools. Leads the Nesting team of Customer Service & Payment Support specialists to achieve performance goals to be assessed ready for movement to Operations Quality Monitoring: Evaluate and audit calls/ cases handled by team members to check quality health of the team, providing feedback and implementing improvement plans as necessary to bring in required improvement. Refresher Trainings and Process Knowledge Tests: Conduct regular training sessions to enhance the skills and knowledge of the team in line with new process updates and check retention through PKTs Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies. Reporting: Prepare and present regular reports on teams training and quality performance, challenges, and achievements to senior management. Customer Interaction: Handle escalated customer issues and complaints, ensuring a high level of customer satisfaction during no new hire batches to stay update to date with process changes Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows Minimum Qualifications / Skills: Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention. Problem-Solving: Strong analytical skills to identify issues and develop effective solutions. Communication: Excellent verbal and written communication skills to interact with team members and customers effectively. Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities. Education Qualification: Graduate or Post Graduate in any field Advanced knowledge of MS Word & Excel. Ability to work in a fast-paced environment where standards of quality and timelines are established. High integrity to ensure compliance. Ability to work effectively in a team. Relevant experience with international IB/ OB Voice process Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor

Location: Gauteng, Gauteng, ZA

Posted Date: 9/15/2025