Head - Operations-BPO Common
Western Cape, South Africa, Philippine
OBJECTIVE OF ROLE
Job Title: Head of Operations – BPO (Travel Campaigns)
Location: Cape Town, South Africa
Department: Operations
Reports To: Country Head / Snr Vice President – Operations
Company: IGT Solutions
About IGT Solutions
IGT Solutions is a global BPO and technology company specializing in customer experience (CX), digital transformation, and travel domain expertise. With operations across 20+ countries, IGT Solutions partners with leading airlines, travel agencies, hospitality, and technology brands to deliver seamless, omnichannel customer engagement and process optimization.
Our South Africa site supports global travel clients in a 24/7 multilingual contact center environment. We pride ourselves on our people-centric culture, operational excellence, and passion for creating positive impact through meaningful work.
Role Overview
The Head of Operations is a strategic and hands-on leader responsible for the overall performance, growth, and client success of IGT Solutions’ travel and customer experience operations in South Africa.
This role leads a large operations structure comprising multiple Operations Managers, Team Leaders, and support functions, ensuring delivery excellence across multiple travel campaigns.
The incumbent will drive P&L ownership, operational KPIs, client satisfaction, transformation initiatives, workforce optimization, and continuous improvement — while fostering a high-performance culture and ensuring compliance to company standards.
KEY RESPONSIBILITIES
Key Responsibilities
1. Strategic Leadership
2. Operational Excellence
3. Client Engagement & Relationship Management
4. People Leadership & Development
5. Financial & Business Management
6. Governance, Compliance & Quality
7. Transformation & Innovation
EXPERIENCE
Key Competencies
- Strategic Thinker: Ability to align operations with organizational goals and client strategy.
- Operational Excellence: Data-driven leadership ensuring measurable performance improvements.
- Client Centricity: Builds trust, transparency, and value-based partnerships with global clients.
- Leadership Maturity: Inspires and develops leaders; strong coaching and mentoring ability.
- Agility & Innovation: Drives process transformation and adapts to fast-paced change.
- Financial Acumen: Sound understanding of budgets, forecasting, and P&L.
- Communication: Clear, influential communicator across all levels of the organization.
QUALIFICATION
Required Qualifications & Experience
- Bachelor’s degree in Business Management, Operations, or a related field (Master’s degree preferred).
- 12+ years of BPO operations experience, with at least 5 years in senior leadership (Head/Director/GM level).
- Proven experience managing large-scale travel or airline campaigns (GDS knowledge preferred: Amadeus, Sabre, Galileo, etc.).
- Demonstrated success managing multi-site or multi-client operations in a 24/7 BPO environment.
- Experience leading 6+ Operations Managers and teams exceeding 400 FTEs.
- Strong understanding of contact center metrics, workforce planning, P&L management, and client engagement.
- Exceptional stakeholder management, negotiation, and presentation skills.
- Strong analytical, decision-making, and change management capabilities.
- Proven record of building and retaining high-performing teams and driving results under pressure.
ABILITIES
ABOUT US
IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.
Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA
EQUAL OPPORTUNITY DISCLAIMER
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