Job Title:
Associate Director, Operations (Global Retailer)
Job Description
We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you?
If you’re 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 Durban 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 industry leading customer service and achieve the business’s objectives.
If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re 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.
Role: Summary
Reporting to the Operations Director to support, lead and develop the designated campaign at all levels, in order to deliver company strategy and business plans through working partnership and client confidence. Lead a team of Operations Managers / Divisional Managers in the allocated site. Drive the business and maximise revenue opportunities and deliver to the gross profit targets through the control and management of profit and loss account.
The breadth of the role encompasses a range of generalist skills including advice and case management across multiple disciplines including absence management, employee relations, organisational development, and employee engagement.
Key Responsibilities:
- Manage the campaign strategy to maximise revenue from well-managed client relationships, to increase efficiency of the operation by delivering excellent client and employee satisfaction
- Lead, inspire and motivate managers to ensure the highest levels of performance and service standards are achieved to ensure continuous improvement, quality performance and efficiency.
- Consistently deliver, monitor and improve SLA’s and KPI’s within budget.
- Continually strive to inspire and motivate your direct report and their staff by proactively identifying and delegating development opportunities to encourage succession planning.
- Work closely with other Business Managers, and TSC management team to ensure shared best practice and the delivery and implementation of all client & company requirements in order to maximise all aspects of the campaign
- Act as the principle day to day contact between TSC and the client, taking full ownership of the client relationship, building trust, whilst seeking to achieve maximum profitability.
- To be accountable for client presentations, progress and review meetings etc, to ensure effective lines of communication and consistency across all campaigns.
- Deliver excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs.
- Pro-actively inform and consult with the Finance Director regarding any deviations from forecast revenue and potential shortfalls at earliest opportunity.
- Effectively interpret and communicate client and company information to the management team. Ensure that all client progress reports and management reports are delivered timeously, highlighting successes and areas of concern with a proposed course of action.
- Direct and manage area of control and responsibility within agreed operational & financial budgets and actively reduce cost base to a minimum operational level to maximise revenue opportunities
- Deliver financial targets for campaign(s) by assuming full accountability for revenue generation, ensuring that resource levels and budget levels for the campaign(s) do not exceed authorised limits
- Pre-empt any caveats and barriers to success by on-going analysis of operations and take appropriate action to resolve
- Implement, co-ordinate, manage and plan all campaign activity and available resource for the provision of contracted services to the client, ensuring time-scales and budgets are met, adding value wherever possible.
- Ensure campaign teams and all key personnel provide the contracted services to clients at the agreed levels of service and quality, ensuring that all company targets and goals are adhered to.
- Forward plan and implement client requirements with all TSC business strands involved in projects to ensure a smooth introduction, satisfactory outcome and continuation of existing and new projects.
- Drive the progress of new and/or extensions to the client’s operation. Make adjustments/recommendations for continual campaign growth, process improvement & development and revenue improvements accordingly.
- Direct and manage area of control and responsibility within agreed operational & financial budgets and actively reduce cost base to a minimum operational level to maximise revenue opportunities
- Work in partnership with other Business Managers, TSC management team and other departments (Training, IT, R&P, HR etc) to ensure shared best practice and the delivery and implementation of all client & company requirements in order to maximise all aspects of the campaign.
Person Specification:
- High level experience of client partnership working to maximise business growth and development opportunities
- Proven written and oral communication and influencing skills at senior management level
- In-depth knowledge of contact centre practices as well as direct marketing practices, and client business processes in TSC chosen markets
- Strong Commercial awareness and contract negotiation with clients.
- Excellent understanding of relevant internal systems, software and departmental procedures etc.
- Successful track record of Resource Planning and how this can support the operational function of the campaign(s)’ success
- Progressive, forward thinker who identifies industry/customer trends to seek and act to ensure competitive advantage
- Strong team player, with the ability to contribute and challenge, providing leadership and coaching opportunities within the scope of the performance management programme.
- Proven outstanding leader of large teams of people and management skills gained in a customer-focused environment at senior level
- Exceptional time management and organisational skills
- Ability to work under pressure without losing sight of priorities
- Strong attention to detail as well as excellent analytical and numerate skills
- Proven track record in effectively managing change
- Ability to multi-task and work on own initiative, and delegate decision making where appropriate
- Results focused and committed to high personal standards and a desire to achieve.
- Well honed powers of persuasion and influence
KEY RELATIONSHIPS
Clients
Business Manager
Commercial Director
Senior Operations Managers
Operations Managers
Resource & Planning
Training and Quality Manager
Support Departments (I.T. HR, Training, R&P)
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge
Language Requirements:
Time Type:
Full time
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