Reports to: VP OPS

Role: Permanent

Span of Control: 250+ incl. Managers, Leads and AM’s

Location: Cape Town, CBD

 

Primary Internal Interactions

• Below: Senior Managers and Managers
• Above: VP Ops
• Support: Training, HR & Process Excellence Teams and Client Relationship Managers

Primary External Interactions

• Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)

 

Basic Function

• Manage the Operational Delivery which includes, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
• Ensure all migrations are managed seamlessly
• Map peer levels across client organization and establish peer-level relationships within the client organization
• Establishing operational performance goals
• Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional offshoring opportunities
• Put control measures in place to ensure adherence to budget and cost control

 

Duties:

• Implementing revenue costs and capacity planning
• Developing and approving cost plans and incentive plans
• Provide leadership to Managers, Asst Managers and Executives
• Establishing a review/reporting mechanism with client
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
• Negotiating and finalizing SLA’s with the Client – contract negotiation
• Identify and champion black belt improvement projects
• Review the progress of attraction action plans and check effectiveness

 

The Performance parameters include:

• Client satisfaction (15%)
• Revenue and costs (40%)
• Process Improvement (10%)
• Employee satisfaction (10%)
• Attrition management (25%)

 

* The weightings may change from time to time depending on business requirements

Any other essential function that may occur from time to time as directed by the Supervisor

 

Requirements:

 

• Degree/Diploma (3 years or more) and preferably a Postgraduate
• Minimum 8 years work experience, preferably BPO background.
• Experience in managing teams for at least 3 years.

 

Skills

Technical Skills

• Excellent Communication skills
• Good Computer navigation skills
• Good keyboarding speed
• Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.

 

Process Specific Skills

• ·         Inbound call center experience is essential.
• ·         Some level of experience in Back-office transaction processing preferred
• ·         L&A Insurance, preferably US.

 

Soft skills

• Reasonable level of business perspective and capability to drive improvements based on benchmarks
• Strong people management and leadership skills
• Process Excellence methodology
• Good cross-functional appreciation and capability to team with relevant others to drive business objectives

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