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Operations Director

 Operations Director, Directeur de Site/Directeur des Operations, IT Director, Head of Network Operations, Head of IT, Chief Operations Officer

To oversee the operations and ensures alignment with business objectives of the organization



Ensures Service-Level Agreements (SLAs) are met

Ensures the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics; ensures that the same are communicated effectively both externally & internally to facilitate business model compliance

Works with management team to drive continuous improvement

Responds and resolves issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness

Supports marketing & client relationship team in sourcing new business from clients

Strategizes and implements plans based on performance of the process, business targets, process management, training requirements and operations planning

Establishes and develops strategies to achieve operational growth as per organizational directives in order to maximize profitability and client satisfaction

Represents the process or the business at client or industry forums as and when required

Assists management with performance management and career development activities

Ensures business intelligence (market trends, technology watch and strategic surveillance)

Postgraduate degree in IT related field

At least 10 years of relevant experience including a senior management position 

Interpersonal Relationship

-Listens actively, respects others and takes into account different points of view and integrates them

-Proactively resolves interpersonal or personal matters that could affect performance

-Demonstrates an understanding of the roles and responsibilities of team members and balances own needs and those of the team or organization

-Develops and maintains effective relationships

-Takes responsibility for ensuring effective collaboration and takes necessary measures to enforce them

-Takes the lead in managing business relationships to deliver operational impact.  Actively develops networks of internal and external contacts to extend influence, support the achievement of business objectives and manage reputational risk in business delivery

-Is accountable for influencing stakeholders and managing ‘high value’ relationships at a strategic level.  Manages reputational risk with key stakeholders


-Is aware of goals, processes and performance standards of the team

-Demonstrates a behavior based on action, sets priorities and uses time effectively

-Works independently and proposes solutions according to the requirements

-Manages work activities according to the changing priorities of the organization

-Welcomes new or different solutions and approaches and maintains a positive and constructive attitude towards change, setbacks or stressful situations

-Adopts changes, identifies warning signals (i.e. trends, potential problems) and notifies those involved

Commitment and Collaboration

-Shares information in general while respecting the applicable procedures

-Adjusts own approach and communication according to the audience and the circumstances

-Promotes excellence and recognizes the contribution and the success of others

-Consults colleagues, partners, customers, users and other stakeholders and acts accordingly in response to their concerns

-Inspires trust by demonstrating the right attitude, such as honoring the commitments

-Organizes work, from the level of task planning to implementation, ensuring overall efficiency

-Sets realistic and stretching goals, linked to the strategy of the company, which unite and motivate people for achievement of such goals- Analyses costs, budgets, risks and benefits to enhance effectiveness and efficiency and takes action when needed. Uses benchmarks and performance measures to continuously improve business and manage processes

-Creates alignment across the organization to obtain and deploy necessary resources to exceed business results. Implements bold decisions after calculating risks and consulting with the business. Optimizes systems and processes to maximize broad organizational success

Analysis and Innovation

-Plans and adjusts work based on a thorough knowledge of the requirements of the position and seeks clarification and guidance, whenever required

-Establishes a global perspective from information gathered from various sources

-Exercises a sound judgment and ensures to have all relevant facts before making a decision

-Has the ability to step back and review the approach

-Is able to translate general direction and guidance into concrete work activities

-Brings improvements based on solutions, approaches, products or innovative services

-Communicates effectively and makes thoughtful recommendations to the management

-Is guided by latest market developments and recognizes trends and opportunities for innovation and acts upon these insights. Thinks through different potential scenarios to come up with alternative strategies to cope with the changing environment

-Expresses a clear vision for the future of the business and communicates it in a language that can be understood by everyone. Thinks globally and integrates activities, ideas and developments to optimize sustainable growth and business performance

Values and Ethics

-Demonstrates a sense of values and ethics personally and professionally

-Discusses internal concerns with superiors or colleagues and, if necessary, uses appropriate mechanisms to seek advice or to disclose a misconduct

-Actively contributes to the well-being at the workplace and in the building of a safe, healthy and respectful work environment

-Demonstrates excellence in the delivery of services to clients and acts with transparency and fairness


-Gives clear direction and instruction. Builds others’ confidence, making them feel better equipped to do their jobs

-Supports team development. Gives others opportunities to practice new skills and capabilities, and provides or arranges coaching. Works to provide a supportive environment by securing necessary resources and removing blocks to effective working

-Is a role model for effective leadership. Sets a strong example through own behaviour. Gives timely and specific feedback on what has been done well and where there is room for improvement. Helps individuals think through issues for themselves

-Communicates and gains team commitment to achieve a shared vision. Inspires and empowers others to overcome difficulties and achieve goals. Nurtures strong team identity and pride


The Making Of

Given the vibrant and dynamic nature of the ICT/BPO sector in Mauritius, employers report an ongoing mismatch of skills between what is required and what is readily available. One of the reasons underpinning this state of affairs, is the information asymmetry that exists at any particular point of time between the demand and supply of labour.


In this light, in 2013, the HRDC in collaboration with professionals in the ICT/BPO sector developed the nomenclature of job profiles. It comprised 33 job profiles under 6 sub-sectors namely BPO, Call Centre, Networking, Software Development & Web, Software Testing and Systems Design.

A number of rigorous working and validation sessions were held with representatives of the industry to constitute and finalise the job profiles.


The ever-changing character of ICT/BPO occupations coupled to the need to systematically provide novel information on career pathways have highlighted the need for continual and user friendliness of information provision.


The Career Development Stairway (CaDS) website was developed with this in mind. To this end, a working group was set up to review the job profiles and the competency matrix in line with developments of the sector and requirements of the CaDS website.


Team leads (members of the working group) were assigned sub-sectors and they sought the collaboration of other ICT/BPO operators for crafting the job profiles. This exercise gave rise to 63 jobs and 3 additional sub-sectors emerged.


Career progression was also worked out for the jobs. The revised nomenclature of job profiles was thereafter subjected to a validation workshop where the players of the industry helped to refine them. This formed the bedrock for the development of the CaDS website.


The Director
Human Resource Development Council
4th Floor
NG Tower
Ebene Cybercity
Tel : +230 454 4009 (PABX) 
Fax: +230 454 6220 / 454 6260
Email: cads@hrdc.intnet.mu