Assistant Vice President - Johannesburg - Quantanite

Assistant Vice President - Johannesburg - Quantanite

Quantanite Johannesburg

3 days ago

Description

Lead World-Class Service Delivery Centre in Johannesburg, driving sustained operational excellence and rapid growth in B2B/B2C Contact Centres.

Description

Lead World-Class Service Delivery Centre in Johannesburg, driving sustained operational excellence and rapid growth in B2B/B2C Contact Centres.

* Lead development of delivery teams, ensuring delivery according to client requirements.
* Deliver exceptional client satisfaction with delivery, setting accurate expectations with sales teams.
* Deliver outstanding employee satisfaction for all associates.
* Manage capacity availability for new and changing client requirements.
* Support Sales and Pre Sales teams in positioning the Service Delivery Center as a source of value for prospective clients.
* Provide formal guidance on pricing thresholds to achieve gross profit targets.
* Control expenditure and monitor accounting for payments.
* Nurture and care for the operations management team.
* Ensure optimal data security and information security regulations.
* Identify areas for operational improvement across delivery operations and support functions.
* Build a culture of accountability, meeting deadlines and targets.
* Ensure cultural behaviours align with company values and expectations.
* Motivate and inspire operations management and staff to achieve great results.
* Sustainably satisfactory campaign performance.
* Low to zero campaign churn.
* Sector-leading low attrition results.
* Repeatable satisfactory delivery of the company's proprietary operating methodology.
* Delivery in alignment with WFM expectations.
* Oversee facilities function.

At least 10 years working experience in business process outsourcing and/or customer experience sector, with a bachelor's degree or higher.

* Experience leading a site and facilities outputs.
* Experience in leading BBB-EE and DTIC activities.
* Experience of managing a minimum of 1000 FTE.
* Exposure to UK, US, and European clients, often digitally native, ideally with significant client-facing time.

Strengths within operational and tactical campaign delivery, an appetite to work collaboratively with frontline associates, and experience preferably from both back office data processing and front office client assignments.

An entrepreneurial attitude, passion to build something of your own, appreciation and knowledge of developing business functions of HR and IT alongside delivery operations, and strong communication skills.

A track record of successfully scaling and developing delivery centres, nuanced yet servant-oriented leadership skills, and effective problem solving skills.

A proven leader of people through mentoring, coaching, and clarity of direction.

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