Associate Director

Job Title:

Associate Director

Job Description

Were on the hunt to find the type of leader wed all come to if the world was ending could this be you If youre a confident decision maker who is driven by results whilst nurturing your people and teams then joining our vibrant business as Head of Operations in Cape Town could be your calling.
This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver the businesss objectives. If youre the type of person who values and nurtures relationships takes note of peoples key strengths and knows exactly how to use this to your advantage to help find solutions then youre already ahead of the game. A critical eye for detail and strategic way of thinking will get you far in this role while a genuine knack for sales and persuasive communication is sure to impress us. If you have a proven track record of achieving positive results in the BPO sector then take this moment to apply today.

• Ensuring optimisation of best practice to deliver a best-in-class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives maximise revenue and achieve business objectives
• Managing budget to optimise P&L holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing measuring and reporting on key account objectives
• Ensuring change control framework is adhered to and reported feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment training quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to
• Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives

• Bachelors Degree in related field from a four-year college or university with 5 Years of Experience in a senior operations leadership role ideally within a contact centre CX-led or commercial environment.
• Strong background in sales revenue growth and retention strategy (highly advantageous).
• Proven ability to design and execute customer experience and operational strategies that enhance performance and customer outcomes.
• Strong understanding of regulated industries with experience in retail telecoms or financial services.
• Demonstrated success in managing senior stakeholder relationships and influencing at executive level.
• Excellent communication negotiation and relationship-building skills.
• Proven ability to deliver complex programmes of work and embed continuous improvement initiatives.
• Experience in shaping and formulating operational strategic plans
• Ability to deliver agreed programmes of work and embed initiatives for improvement.

Location:

ZAF Cape Town - 10 Rua Da Gama St Foreshore Cape Town

Language Requirements:

English

Time Type:

Full time