Divisional Manager

The Divisional Manager is a senior leadership role responsible for overseeing the end-to-end operations of one or more business units within the division. This role ensures operational excellence, drives performance against key metrics, and translates strategic objectives into actionable plans. The incumbent is accountable for delivering World Class customer experience, maximising efficiency, and fostering a high-performing team culture.

The Divisional Manager acts as a pivotal link between executive leadership and operational teams, providing insights, operational direction, and strategic guidance. This role requires strong analytical capability, stakeholder management, and leadership presence, ensuring that operational initiatives align with both divisional and organizational goals.

• Oversee day-to-day operations across multiple lines of business within the assigned division, ensuring seamless service delivery and operational efficiency.
• Ensure consistent achievement of service, quality, and performance targets across all teams under the division.
• Act as the operational bridge between Team Managers, support functions, and senior leadership, translating strategy into actionable operational plans.
• Identify and resolve operational bottlenecks, workflow inconsistencies, and process misalignments to maintain high productivity and performance standards.
• Monitor real-time performance metrics and implement corrective actions proactively to maintain service excellence.

• Evaluate and streamline processes across multiple business units to enhance operational efficiency and consistency.
• Identify operational gaps and collaborate with stakeholders to implement sustainable solutions that drive measurable results.
• Support the development and enforcement of standard operating procedures (SOPs) and operational best practices.
• Lead process optimisation initiatives to ensure consistent customer experience, compliance, and delivery standards.

• Lead, coach, and mentor Team Managers to strengthen leadership capabilities and drive operational excellence.
• Conduct regular performance reviews, structured feedback sessions, and performance improvement interventions.
• Analyse divisional performance data to identify trends, risks, and opportunities for improvement.
• Build and sustain a culture of accountability, collaboration, and continuous improvement across all teams.

• Partner with departments such as Quality, Training, Workforce Planning, HR, and Finance to ensure operational alignment and efficiency.
• Facilitate communication and collaboration across lines of business to maintain consistency of standards and operational outcomes.
• Act as a liaison between the operations floor and executive leadership, ensuring timely escalation, resolution of issues, and alignment of priorities.

• Prepare and present operational performance reports, insights, and recommendations to senior leadership.
• Participate in business reviews, client meetings, and strategic planning sessions, providing operational expertise and insights.
• Serve as a key contributor to divisional strategy by aligning operational initiatives with organizational goals.

• Matric or Equivalent
• Bachelor's degree in business administration, Management, Operations, or a related field.
• Minimum of 5 years + of progressive operations management experience, ideally within a call centre, BPO, or customer service environment.
• Proven track record of managing multiple teams or business units and achieving operational KPIs (e.g., service levels, quality, productivity).
• Experience in driving process improvement, operational efficiency, and change management initiatives.
• Strong leadership experience, including coaching, mentoring, and developing team managers or supervisors.
• Demonstrated ability to collaborate with cross-functional stakeholders and influence at senior management level.
• Experience in reporting, data analysis, and using operational metrics to inform strategic decisions

• Self-Management & Accountability: Operates autonomously, takes ownership of outcomes and acts with full accountability for the success of the business unit.
• Leadership: Inspires and motivates teams, drives performance, and reinforces organisational culture
• Strategic Thinking & Planning: Translates strategy into actionable plans, anticipates challenges, and delivers results.
• Influence & Collaboration: Builds strong relationships, aligns stakeholders at all levels, and fosters cross-functional teamwork.
• Financial & Analytical Acumen: Manages budgets, interprets data, and uses insights to drive informed decisions.
• Problem Solving & Decision Making: Resolves complex issues, applies sound judgment, and learns from outcomes.
• Communication: Communicates clearly, persuasively, and professionally with internal and external stakeholders.
• Adaptability & Innovation: Thrives in dynamic environments, embraces change, and develops creative solutions.