Vice President – Customer Service & Operations

Location : Cape Town

Employment Type : Full-Time Onsite

About Our Client

Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company that partners with some of the worlds most recognised brands.

About the Role :

Ensure seamless transition and flawless service delivery :

Focus on transition with zero impact on service delivery.

Focus on efficiencies leaner greener and faster.

Focus on process stabilisation and sustained delivery.

Reduce operational costs.

Make transformation business processes more effective.

Build an effective process management system.

Responsibilities :

Operational Performance

Manage FTE headcount.

Track revenue from the business unit versus target.

Monitor gross margin and manpower efficiency index (MEI).

Client Satisfaction

Deliver on client benefits through innovation and continuous improvement.

Develop and execute plans to improve efficiency.

Strengthen operational and support teams to minimise process leakages.

Partner with transformation teams to deliver measurable value.

Identify and implement transformation opportunities.

Monitor customer satisfaction survey results and performance indices.

Drive improvement through innovation.

People Management

Develop engagement plans for all levels of employees.

Focus on employee training and development particularly in domain expertise.

Regularly review high-potential (HIPO) employee engagement initiatives.

Encourage cross-training and skill enhancement to manage volume effectively.

Partner with HR to improve people engagement and retention strategies.

Ensure minimal staff attrition and high levels of employee engagement.

Strategic Support

Support industry and business unit leadership in developing strategies for business development and process improvement.

Identify opportunities to deliver additional savings for clients.

Drive operational efficiency improvements for both the client and internal teams.

Assist in business development activities as required.

Reduce overheads as a percentage of revenue.

Participate in people development initiatives.

Lead process improvements that deliver tangible value to clients.

Major Challenges

Maintain customer experience during transition with zero impact on service delivery.

Partner with HR to strengthen people practices and ensure effective capacity management.

Key Decisions :

Independent Decisions :

Implement strategic improvements for process delivery.

Execute people and management rationalisation decisions.

Financial Dimensions :

Manage revenue and profitability of the business unit.

Qualifications :

Graduate or Postgraduate qualification preferred.

Minimum of 10 years experience in the BPO industry.

Required Skills :

Communication planning and strategy development.

Computer navigation.

Conflict management.

Influencing and negotiation strategies.

Off-shoring technology setup (e.g. bandwidth utilisation).

Speed typing.

Stakeholder engagement.

Strategic competencies.

Required Experience :

Exec

Key Skills

Economics,Internal Audit,SQL,Risk Management,Compliance,Leadership skills,Oversight,Business partner,AVP,Requlatory agencies,Finance,Accounting,Potifolio,Project Management,Operational Risk

Experience : years

Vacancy : 1