Digital Transformation Director

Job title:

Job Description:

Key Responsibilities

Enterprise Transformation Leadership

• Shape and drive the global transformation agenda setting the vision and roadmap for digital cultural and process change across all business units.
• Identify and prioritize transformation opportunities that align with Capitas long-term strategy and market trends.

Innovation & Future-Proofing

• Champion the adoption of emerging technologies (AI automation analytics) to create new business models services and revenue streams.
• Foster a culture of innovation experimentation and continuous improvement at all organizational levels.

Strategic Change Management

• Lead large-scale change initiatives ensuring buy-in from senior leaders and effective communication to all stakeholders.
• Develop and implement change management frameworks that support rapid sustainable adoption of new ways of working.

Global Stakeholder Engagement

• Build and maintain strong relationships with executive leadership clients and partners to ensure alignment and support for transformation initiatives.
• Represent Capita in global forums industry events and client engagements as a thought leader in transformation.

Data-Driven Transformation

• Establish and embed a data-driven culture leveraging analytics and insights to inform strategic decisions and measure transformation impact.
• Oversee the development of dashboards and reporting tools that provide real-time visibility into transformation progress and outcomes.

Governance & Risk Management

• Define and enforce governance structures policies and standards for transformation programs.
• Proactively identify and mitigate risks associated with large-scale change technology adoption and market disruption.

Capability Building & Talent Development

• Develop and implement strategies to upskill and reskill employees building transformation and digital capabilities across the organization.
• Mentor and coach transformation teams fostering leadership and succession planning.

Sustainability & Responsible Business

• Integrate ESG (Environmental Social Governance) and responsible business practices into transformation initiatives.
• Ensure compliance with global data privacy security and ethical standards.

Key deliverables

Area - KPI

Strategic & Transformation

% of transformation initiatives delivered on time and within budget; value realization (% of targeted benefits achieved); adoption rate of new technologies/processes; maturity level improvement; number of strategic objectives met.

Operational Excellence

Improvement in operational efficiency metrics; achievement of SLAs and compliance targets; number and impact of continuous improvement initiatives; reduction in error rates or rework.

Financial Impact

Transformation program ROI; cost-to-serve reduction; budget adherence; revenue growth attributable to transformation initiatives.

Client & Stakeholder

Client satisfaction improvements; stakeholder engagement scores; number of positive testimonials/case studies.

Innovation & Change

Number of new digital solutions launched; % of projects leveraging AI/automation; speed of change adoption; industry awards/benchmarks achieved.

Professional Know-how

Academic Qualifications

Bachelors or Masters degree in Business Technology Engineering or related field.

Experience

• 10 years experience in transformation operations or digital strategy roles within global BPO shared services or professional services environments.
• Proven track record of leading large-scale cross-border transformation projects and managing complex product portfolios.
• Experience implementing AI RPA or other intelligent automation solutions at scale.
• Strong understanding of global delivery models SLAs and client engagement frameworks.
• Certifications in project/change management (e.g. PMP Prosci Agile) and/or process improvement (e.g. Lean Six Sigma) are highly desirable.
• Experience working with global clients and offshore delivery centers.
• Familiarity with data privacy compliance and AI governance in outsourcing environments.

Knowledge Skills & Abilities

• Strategic vision and leadership for transformation and innovation.
• Advanced data literacy and experience embedding analytics into transformation programs.
• Strong project management and process improvement skills.
• Ability to challenge established practices and drive cultural change.
• In-depth understanding of client requirements and global business environments.
• Effective multi-channel communication skills.
• Excellent stakeholder management and relationship-building abilities.
• Demonstrated leadership and commercial acumen.
• Commitment to Capita values.
• Effective people management and service delivery within SLA frameworks.
• Resource planning and hours management to support transformation goals.
• Managing attrition performance leave absenteeism and employee satisfaction.
• Ensuring compliance with regulatory and framework requirements.
• Leading process improvements new business projects and system enhancements.

Working Relationships

Internal: Various business lines and functions

External: Clients and external stakeholders.

Working Model

Primarily office-based with some domestic and international travel required.

About us:

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

Were here to help get you to your future whether its to gain worldclass customer service experience or grow with our variety of skills and experiences we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary theres no better place to be.

Our services span multiple sectors locations and businesses from retail industry healthcare government education to employment working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities amenities and multi-faceted transport options. The on-site benefits include a gym a doctor and clinic a creche multiple restaurants and food stores a pharmacy a hairdresser and a spa.

Whats in it for you

• Competitive Basic salary

• Medical Aid

• Provident fund Group life funeral and disability benefit

• Annual Performance Incentive: We offer an annual performance incentive based on target % rewarding our employees for their hard work and dedication.

• Global Colleague Networks: We provide opportunities for participation in global colleague networks fostering a sense of community and collaboration.

• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.

• Annual Leave: We provide annual leave days more than statutory requirements ensuring our employees have ample time to rest and rejuvenate.

• International Exposure: We provide opportunities for international exposure broadening our employees horizons and experiences.

• Development and Growth: We offer numerous opportunities for development and growth helping our employees to reach their full potential.

What we hope youll do next

Choose Apply now to fill out our short application so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next

• Your application will be reviewed.

• If your application is successful you will be invited to an interview with a member of the recruitment team.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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