297 Service Operations jobs in South Africa
Service Operations Manager
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Job Description
To effectively manage and oversee all operational aspects in the achievement of the business objectives
Hello Future Service Operations Manager
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
As part of our team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now's the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who believes they can:
Be responsible for leading and optimising a team that manages customer interactions relating to life insurance policy queries and administration. The role ensures excellence in service delivery across multiple channels (chat, email, and telephony), efficient handling of policy amendments, and the ongoing improvement of processes through innovation and providing meaningful input on automation, and the adoption of AI. The incumbent will be pivotal in driving operational efficiency, ensuring quality of work, regulatory compliance, operational risk management, and enhancing customer experience within FNB Life's Policy Servicing team
You will be an ideal candidate if you have:
- Bachelor's degree in Business Administration, Operations Management, Insurance, or a related discipline.
You will have access to:
- Opportunities to network and collaborate.
- A challenging working environment
- Opportunities to innovate.
You will be a match if you have:
- Minimum of 5 years' experience in operations management within the life insurance or financial services industry.
Experience managing multi-channel customer service teams (chat, email, phone). - Proven track record in leading and delivering superior customer service and experience, operational excellence, process improvement and innovation.
- Proven track record in leading and delivering superior customer service and experience, operational excellence, process improvement and innovation.
- Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency
- Drive significant growth and profitability in the context of cost management
- Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
- Enable Business Unit service delivery through implementing systems, processes and metrics for measuring service levels and satisfaction.
- Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME's, project managers and senior staff members
- Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
- Comply with governance in terms of legislative and audit requirement through Governance - develop, monitor, maintain and ensure compliance in the business
- Identify report and mitigate operational risk at a product, process and/or channel level within a business unit
- Drive operational efficiencies and delivery of superior quality customer experiences and improve operational processes and procedures on an ongoing basis
- Manage SLA agreements for the Business in line with business objectives
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
- Plan and execute campaigns successfully and on schedule. Maintain operational accountability for all campaign execution.
- Support effective teamwork within the function. Participate and collaborate across teams
- Plan and manage performance, skills development, employment equity, talent and culture of Team Leaders and teams in order to improve innovation, achieve efficiencies and increase competencies
- Manage personal and management development to increase own skills and competencies for the managerial function and future Leadership growth opportunities
Additional Requirements:
Apply now if you are interested in taking the next step. We look forward to engaging with you
All appointments will be made in line with FirstRand Group's Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
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Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
18/10/25
All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
SERVICE OPERATIONS SUPPORT MANAGER
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Experience in a background managing Field Service and Workshops Partner with the various Sales Areas in Africa.
Will need to travel frequently within Africa to support the various Sales Areas.
About the role
As a Service Operational Support Manager, will play a pivotal role in driving operational excellence across service organizations in Africa.
Will:
- Champion continuous improvement, lean practices, and standardization across service operations.
- Support Service Digital Transformation
- Support implementation and execution of global standards, processes and systems
- Provide inputs and supports for Real Estate team
- Partner with Service Excellence Team to ensure seamless execution of processes, standards and improvement plans, for workshops and Field services
- Partner with CSM and Portfolio Managers to ensure seamless execution and introduction of contracts and products.
- Ensure compliance with policies and standards.
- Provide strategic input to Business Line Managers, CSMs, Portfolio managers, Service Excellence and Digital Transformation Teams on service requirements, offerings and technical support capabilities.
- Support Business Performance Manager and monitor service contracts in the respective Sales Areas to ensure performance meets or exceeds contractual obligations and cost targets.
- Support service workshops in the respective Sales Areas operations, ensuring optimal cost, utilization, quality, and cycle times.
- Support field service execution and performance management in the respective Sales Areas.
- Drive KPIs including workshop efficiency, service utilization, order intake vs. forecast, WIP aging, and service profitability.
Profile
Looking for a results-driven and experienced leader with a strong background in service operations and heavy engineering.
The ideal candidate will have:
- At least 5 years of experience in a management or leadership role.
- A background in Engineering or Business Administration (minimum 5 years preferred).
- Proven experience managing heavy engineering workshop facilities.
- Exposure to mobile mining equipment in workshop and field service environments.
- Strong knowledge of service contract management and performance metrics.
- Qualifications or experience in Six Sigma or similar productivity improvement programs.
- A passion for continuous improvement, workforce development, and operational excellence.
Consultant: Angie Botes - Dante Personnel Greenstone
ICT Service Operations Lead
Posted today
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MTS's client in the mining industry is looking for an
ICT Service Operations Lead
with experience in implementing policies and strategies to achieve ICT objectives. Must have experience in managing Opex and Capex budgets, identify project requirements, monitor project progress, and manage service level agreements. Must have experience in infrastructure, network devices, and server support.
This is a contract role for 3-6 months and the successful person will be onsite full time in Pretoria East.
Qualifications and Requirements:
- National Diploma Information Technology.
- MCSE Microsoft Certified Systems Engineer Qualification
- Supervisory or Leadership Development Programme or equivalent qualification.
- 5 years' experience in ICT service and support co-ordination.
- 5 years infrastructure experience (Windows Server, VMwareHyper-V, SAN Technologies, Networking).
- Computer Literacy and Microsoft Office Suite (Intermediate).
- Valid driver's license.
Responsibilities:
- Implementing ICT policies and strategies
- Managing Opex and Capex budgets
- Identifying project requirements
- Monitoring project progress and expenditure
- Managing service level agreements
- Handling telephony and network infrastructure
- Providing server and network support
- Maintaining relationships and communication
- Ensuring compliance with standards
- Assigning and managing tasks
- Supervising subordinates
- Adhering to company policies and legislation
Customer Service Operations Manager
Posted today
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Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.
Purpose of the Role:
The Customer Service Operations Manager is responsible for leading and optimizing call centre operations, ensuring world-class service delivery, and aligning operational performance with the organization's strategic goals. The role requires balancing daily management, long-term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation.
Responsibilities:
Operational Leadership:
- Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standards.
- Develop workforce schedules based on call volume forecasts and resource availability.
- Ensure call quality monitoring, service consistency, and operational adherence to policies.
People Leadership & Development:
- Lead, mentor, and inspire team leaders and agents, fostering a high-performance and customer-centric culture.
- Conduct regular performance evaluations, set goals, and implement coaching programs.
- Design and deliver training initiatives to build skills and improve service quality.
Customer Experience & Escalation Management:
- Drive strategies that enhance customer satisfaction, loyalty, and retention.
- Handle escalated issues, ensuring timely resolution and root cause analysis.
- Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
Strategic Focus & Business Alignment:
- Develop and execute strategies to evolve the call centre into a modern, digital-first customer service function.
- Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue growth.
- Plan budgets, workforce expansion, and cost-optimization initiatives.
- Explore and implement new technologies (automation, chatbots, AI, omnichannel platforms).
Performance Management & Reporting:
- Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportunities.
- Track and optimize critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attrition.
- Benchmark performance against industry standards to drive a culture of continuous improvement.
Compliance & Process Excellence:
- Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regulations.
- Implement process improvement initiatives to increase efficiency and reduce errors.
- Collaborate with IT and vendors on system uptime, reporting tools, and technology enhancements.
Requirements:
- 5–8 years of experience in customer service or call centre operations, with at least 3 years at managerial level.
- Experience working in i-Gaming field.
- Hands on experience working with AI tools/systems in the CS environment.
- Proven track record of operational leadership, strategic planning, and process optimization in a call centre environment.
- Strong analytical skills with experience in performance reporting and business intelligence tools.
- Excellent leadership, coaching, and communication abilities.
Key Competencies:
- Customer-centric mindset with passion for delivering service excellence.
- Strategic thinker with ability to translate business priorities into actionable plans.
- Inspiring leadership style that motivates, develops, and retains talent.
- Strong problem-solving, decision-making, and conflict resolution skills.
- Adaptability to fast-paced, high-pressure environments.
- Continuous improvement and innovation orientation.
Customer Service Operations Manager
Posted today
Job Viewed
Job Description
Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a "work hard play hard" engaged environment.
Purpose of the Role
:The Customer Service Operations Manager is responsible for leading and optimizing call centre operations, ensuring world-class service delivery, and aligning operational performance with the organization's strategic goals. The role requires balancing daily management, long-term strategic planning, and continuous improvement to deliver exceptional customer experiences while driving efficiency, cost management, and innovation
**.
Responsibilitie**
s:Operational Leadershi
- p:Oversee daily call centre operations to ensure smooth workflow and achievement of SLAs, KPIs, and compliance standard
- s.Develop workforce schedules based on call volume forecasts and resource availabilit
- y.Ensure call quality monitoring, service consistency, and operational adherence to policie
**s.
People Leadership & Developme**
- nt:Lead, mentor, and inspire team leaders and agents, fostering a high-performance and customer-centric cultu
- re.Conduct regular performance evaluations, set goals, and implement coaching progra
- ms.Design and deliver training initiatives to build skills and improve service quali
**ty.
Customer Experience & Escalation Managem**
- ent:Drive strategies that enhance customer satisfaction, loyalty, and retent
- ion.Handle escalated issues, ensuring timely resolution and root cause analy
- sis.Monitor FCR (First Contact Resolution), CSAT (Customer Satisfaction), and NPS (Net Promoter Sco
**re).
Strategic Focus & Business Align**
- ment:Develop and execute strategies to evolve the call centre into a modern, digital-first customer service func
- tion.Partner with senior leadership to align operational goals with broader business objectives such as customer retention, digital adoption, and revenue gr
- owth.Plan budgets, workforce expansion, and cost-optimization initiat
- ives.Explore and implement new technologies (automation, chatbots, AI, omnichannel platfo
**rms).
Performance Management & Repo**
- rting:Analyse operational data and generate reports for senior leadership, highlighting trends, risks, and opportun
- ities.Track and optimize critical metrics: AHT (Average Handle Time), FCR, CSAT, NPS, occupancy, and attr
- ition.Benchmark performance against industry standards to drive a culture of continuous improv
**ement.
Compliance & Process Exce**
- llence:Enforce adherence to policies, procedures, and compliance standards, including data security and privacy regul
- ations.Implement process improvement initiatives to increase efficiency and reduce
- errors.Collaborate with IT and vendors on system uptime, reporting tools, and technology enhanc
**ements.
Requi**
- rements:5–8 years of experience in customer service or call centre operations, with at least 3 years at manageria
- l level.Experience working in i-Gamin
- g field.Hands on experience working with AI tools/systems in the CS envi
- ronment.Proven track record of operational leadership, strategic planning, and process optimization in a call centre envi
- ronment.Strong analytical skills with experience in performance reporting and business intelligenc
- e tools.Excellent leadership, coaching, and communication ab
**ilities.
Key Comp**
- etencies:Customer-centric mindset with passion for delivering service ex
- cellence.Strategic thinker with ability to translate business priorities into actionab
- le plans.Inspiring leadership style that motivates, develops, and retain
- s talent.Strong problem-solving, decision-making, and conflict resolutio
- n skills.Adaptability to fast-paced, high-pressure envi
- ronments.Continuous improvement and innovation ori
entation.
Technical Support
Posted today
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Job Description
iStore is the home of everything Apple, and Africa's largest Apple Premium Reseller. With a retail footprint of more than 30 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.
The iStore Technical Support Technicians are a combination of technically strong individuals with great people skills.
Your role would be to provide technical support to the iStore customers, through trouble shooting, resolving technical issues and software support. You will also provide training and assistance to iStore customers when required as well as exceptional and professional quality support service.
You Need To Have
- Completed Matric and IT qualification (minimum A+/N+)
- Experience in Helpdesk/1st Line Support
The right person for this role is someone with
- Tenacity, that demonstrating enthusiasm and urgency, as well as striving for excellence, when it comes to achieving results and dealing with challenges
- Conflict Management, Managing complexity, disagreement, and conflict effectively and smoothly
- Situational Awareness, Understanding the situation, demonstrating the right attitude, and taking timely action
- Learning and Development, Open, motivated, and proactively seek learning and development opportunities
Apply today
Apply
Technical Support Specialist
Posted 13 days ago
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Job Description
- A technical qualification in a relevant field is a plus, but extensive practical experience is highly valued
- Proven, hands-on experience in the coatings industry.
- Advanced practical skill in spray painting and other coating application techniques.
- A thorough understanding of product mixing ratios, viscosity, and solids content.
- Proficiency in using metric measurements and technical tools to assess coating properties (e.g., wet/dry film thickness gauges, gloss meters).
- A strong eye for the aesthetics of coatings, including an ability to critically assess colour, gloss, texture, and identify defects.
- The ability to accurately understand and interpret customer and salesperson requests and translate them into technical actions.
- Excellent problem-solving skills with the ability to troubleshoot application issues on-site.
- Accompany Business Development Managers and Key Account Managers to customer sites to provide expert technical support.
- Translate customer and sales team requests into practical technical solutions and product recommendations.
- Precisely prepare high-quality product samples for customer evaluation and for the showroom.
- Draft clear and accurate product specifications and technical data sheets for internal and external use.
- Assist the R&D team by testing new products and formulations, providing detailed, practical feedback on performance and usability.
- Proactively suggest improvements for existing products and application processes.
- Maintain the company showroom.
- Act as the key technical liaison between customers, the sales team, and our lab chemists, clearly communicating product-related issues and customer requirements.
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Technical Support Technician
Posted 18 days ago
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Job Description
- Manage the helpdesk and provide professional technical support to customers.
- Set up and update new customer systems.
- Maintain and update UNMS devices daily.
- Perform stock control and track field inventory.
- Record installations and repairs on Google Calendar/OneNote.
- Stay current with broadband technology developments.
- Conduct on-site service calls safely and responsibly.
- Maintain tools and equipment in good working condition.
- Provide clear instructions to customers on using routers and services.
- Test and troubleshoot equipment and infrastructure issues.
- Remove or replace equipment after service cancellations or changes.
- Conduct site surveys for potential customers.
- Follow health and safety regulations and conduct weekly tool talks.
- Collaborate with team members and assist management with ad hoc tasks.
Basic Qualifications:
- Valid drivers license.
- Proven experience in broadband, networking, or technical support.
- Good understanding of routers, wireless technology and internet systems.
- Strong communication and problem-solving skills.
- Ability to work independently and in a team.
- Physically capable of climbing ladders and working in confined spaces.
Additional Information:
Use of the company vehicle for business purposes only
Technical Support Engineer
Posted today
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Job Description
Meet Ozow:
Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.
More about this Ozow fantastic position
Many support queries are of a technical nature and therefore as an Ozow support engineer you should have a good understanding of Ozow's system, programming languages, techniques, and concepts used. A key part of this role would be to assist external developers in their attempts to successfully integrate their respective systems with the Ozow system.
From a support technician to engineers' point of view, your role is to ensure that customers receive excellent and consistent service to a high standard and handle issues in an efficient and friendly manner. You need to ensure that you know the policies and SLAs that are in place and always adhere to them.
In the role of support, you are accountable for your own actions, representing the company in the best light possible by always demonstrating our core values. Ultimately, as a team we are all accountable to the customer as they use the services we offer.
You are an ideal candidate if you have:
- A proven minimum experience of 2-4 years as a Technical Support Agent
- Relevant tertiary qualification in information technology, Computer Science or relevant field
- Experience working with APIs and system integrations
- Experience in dealing with payment gateways is a nice to have (not a requirement)
- Experience troubleshooting logs and using dev tools such as Postman to identify root causes
- An ability to assist other engineering teams and merchants in their integration of our services
- The ability to work shifts and stand by as Our TSE team provides 24/7 support
- A good understanding of computer systems, mobile devices, and other technical products
- The ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Excellent problem-solving skills
- An ability to work under pressure, particularly when dealing with times of high demand
- The ability to provide step-by-step technical help, both written and verbal
Interview process
During the interview process you will meet with the People team, the hiring manager, and relevant CSuite. Be prepared to complete a technical assessment that will showcase your skills.
In office perks
- Healthy breakfast, lunches and snacks
- Monthly team connects
- On-site Barista
- Birthday Leave
Perks for South African based employees
- Medical aid subsidy
- Group Risk Insurance
- Generous paid annual leave
- Birthday leave
- Learning and Development opportunities
- Mentorship programme
- Quarterly team building
- Community initiatives
- Access to cutting edge technology - Ozow Tech Stack
Our Employee Value Proposition
Join Ozow and become part of an elite force that challenges the ordinary and achieves the extraordinary. If you're driven to make an impact, embrace challenges, and seek unparalleled opportunities for growth, your journey starts here.
Compliance
As a fintech company, we prioritize data security, confidentiality, regulatory and compliance. Due to the sensitive nature of our work, we require individuals with a high level of integrity and trustworthiness to ensure adherence to financial regulations and industry standards. Given the sensitive nature of our work, all employees are expected to demonstrate professionalism, accountability, and a commitment to ethical conduct in line with financial regulations and industry standards
Ready to be exceptional? Apply now
Keen to know more?
Interested in joining our rocket ship?
To find out more about life at Ozow, head over to our Careers Page here
Technical Support Engineer
Posted today
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Hikvision
is the world's leading provider of innovative video surveillance products and solutions. Featuring the industry's strongest R&D workforce, Hikvision advances core technologies of audio and video encoding, video image processing, and related data storage, as well as forward-looking technologies such as cloud computing, big data, and deep learning. In addition to the video surveillance industry, Hikvision extends its reach to smart home tech, industrial automation, and automotive electronics industries to achieve its long-term vision. Since its establishment in 2001, Hikvision operates 46 regional subsidiaries all over the world to achieve a truly global presence and quickly achieved a leading worldwide market position in the security industry.
RESPONSIBILITIES:
- Possess in depth knowledge of security products and system;
- Provide technical training to employees of clients to help them improve their level of technical;
- Consulting or answering inquires of clients regarding Hikvision products and do troubleshooting to solve technical problems;
- Responsible for technical support and introduce new product feature to clients;
- Compile technical documents about products, technology and solutions of Hikvision;
- Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions;
- Liaise with sales staff, analysis of the practical needs of customers, provide a complete project plan;
- Provide Hikvision Certificate training to clients;
To coordinate resources, provide technical support
MINIMUM REQUIREMENTS
- Understanding Hikvision Products with Hikvision Certificate;
- Minimum 5 years' of experience in equivalent position;
- Experiences in technical support consulting in the field of CCTV system, Intercom, access control, alarm system etc.;
- Excellent communication, interpersonal, analytical, problem-solving, presentation, and organizational skills;
- Proficiency with Microsoft Office Suite (Word, Excel and Power Point);
- Personal integrity and strong team spirit;
- Independent work skills and strong in pressure resistance;
- Understand the sense of responsibility, carefulness and coordination;
- Decent adaptability to work in multicultural organizations.
PACKAGE & REMUNERATION
Salary: Market Related
Benefit: Cell phone allowance, Medical Aid, Travel Allowance, Life Insurance