General Manager - Operations (BPO)

TL;DR

General Manager - Operations (BPO): Overseeing large-scale operational delivery and client relationships with an accent on performance metrics, process optimization, and team leadership. Focus on driving strategic business goals, ensuring regulatory compliance, and managing senior-level stakeholder expectations within the utility sector.

Location: Onsite in Cape Town, South Africa

Company

hirify.global is a global Business Process Management leader providing domain-specific services to over 400 clients across various industry verticals.

What you will do

• Oversee daily operations across multiple sites to ensure efficient service delivery and SLA adherence.
• Lead, mentor, and develop operations leadership teams to foster a high-performance culture.
• Serve as the primary point of contact for clients, ensuring long-term satisfaction and retention.
• Develop and execute operational strategies to drive continuous improvement and cost savings.
• Manage operational risks and ensure full compliance with regulatory and internal policies.
• Utilize data and analytics to report on performance and inform strategic decision-making.

Requirements

• 10+ years of cross-site operational experience in mid to large-scale environments.
• 5+ years of experience in a senior executive or head-of-role position.
• Domain knowledge in the utility sector is required.
• Proven ability to work with stakeholders at a senior level.
• Strong leadership, communication, and interpersonal skills.
• Proficiency in MS Office and data-driven reporting.

Culture & Benefits

• Commitment to professional development and structured career paths.
• Culture of outperformance, engagement, and celebration.
• Opportunities to contribute to community initiatives through the hirify.global Cares Foundation.
• Focus on role clarity and ongoing coaching and mentoring.