Head : Service Hub

To design and enable the servicing strategy to achieve the organisation’s targeted goals including customer service excellence, business growth and customer retention. To enable operations, ensuring service levels are enabled by scientific workforce planning, through a knowledgeable and skilled resource contingent. To be accountable for the creation and building of strong relationships and networking across all stakeholders to achieve the strategic goals and objectives. Cultivate leadership experiences by committing to continuously make a positive difference within the team.

Drive strategic enablement across knowledge management, workforce planning, quality assurance, compliance, and communication governance to support operational excellence and transformation objectives.

• Integrate and optimise knowledge assets across business units; track workforce capability improvements through targeted training aligned to strategic priorities.
• Lead workforce planning and resource allocation; ensure accurate forecasting and budget planning for operational and digital resources; monitor scheduling adoption and effectiveness.
• Oversee QA frameworks to ensure consistent, high‑quality customer interactions; benchmark quality standards and drive automation for efficiency.
• Maintain ISO‑aligned practices; mitigate compliance risks; ensure timely closure of audit actions with sustainable process improvements.
• Implement secure, role‑based access controls; drive automation in account administration to reduce risk and improve turnaround times.
• Deliver actionable insights to influence strategic decisions; promote adoption of performance dashboards; quantify business optimisation contributions.
• Develop and govern communication strategies; design customer communication journeys; oversee content creation across channels; measure impact through engagement analytics.

Qualifications & Experience

Knowledge and Skills

Technical

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of line managers.

Our Commitment to Transformation

AfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

Should you not hear from us within a month of applying, consider your application unsuccessful.

Seniority level

Employment type

Job function

Randburg, Gauteng, South Africa 4 weeks ago

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