Call Centre : Head of Delivery - Complaints

Call Centre: Head of Delivery - Complaints

The Head of Delivery will support the overall effective operational delivery of managing complex customer complaints, to meet the internal and client led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities:

People Management

• Managing Performance and achievement of team leader KPIs
• Articulate with clarity to the Team leaders, the business expectations and support them with the creation and execution of their operational plan.
• Prepared daily Huddle are held.
• Leave/ Absence Management ensuring the required resourcing is available as per SLA
• Disciplinary & HR related Matters are attended to as they arise in line with the company policy and protocols.
• Create and drive team motivation.
• Reward & Recognition is part of the operational rigor.
• Incentive programmes are aspirational, structured and well communicated as to align to the operational delivery required.
• Encourage a cross functional collaborative way of work.
• Drive a high-performance environment, ensuring the client objectives are achieved consistently.
• HW policies, procedures and protocols are being communicated and demonstrated within the operational environment.
• Foster the HW culture which must be visible and aligned to a people centric approach.
• Recognize potential challenges that would hinder/ disrupt team performance or morale and speedily address either independently or in partnership with other stakeholders.

Team/Leader Development

• Coaching/ mentoring is structured and ongoing
• New leader plan is constructed to support the transition of the newly appointed leader.
• Take the lead on bi-monthly call review sessions with the team leaders/ advisors, with documented actions and outcomes following the session
• Conduct monthly 1-1s with the team leaders, reviewing overall team performance and personal development. Identify skills/ knowledge gaps and address or collaborate with the relevant department to assist.
• Embed industry best practices into the operational environment and continuously seek ways to elevate the level of service delivery.
• Ongoing knowledge sharing based on day of day incidents, findings, or feedback (internal / external)
• Host regular think tank/ focus session with the team (sharing of information, brainstorm ideas for improvement, address problems / challenging situations)
• Team professional Development (CPD, succession, career pathing, etc.)
• Address poor work performance through a structured development plan, partnering with HR to ensure sufficient support is provided for improvement
• Identify and nurture top talent within the team.
• Create a repository of useful resources / reference material to support coaching or skills-based session.
• Create ongoing learning opportunities, both formal and informal so colleagues are kept up to date

Operational Management (BAU)

• Define operational objectives.
• Agree and deliver key operational metrics
• Prepare and plan to deliver against the agreed business targets.
• Monitoring performance and adapting activities accordingly.
• Execute on financial objectives by translating into operational activities.
• Track performance against forecast and makes operational adjustments in month.
• Departmental wide communication of relevant information is circulated/communicated.
• Define reporting requirements to optimize the performance.
• Record keeping of key information in respect of business requirements.
• Instate quality control mechanism ensuring the necessary actions are consistently applied.
• Manage all legislative requirements, taking the appropriate action if required.
• Process Oversight and monitoring.
• Monitoring of department expenses.
• Procurement and supplier oversight.
• Based on management information and insights, suggest areas for review to maintain continuous improvement within the environment.
• Areas of concern are timeously raised and addressed to avoid disruption and loss of revenue.
• Promoting good news stories, innovation, successes and learnings within the department and wider organization.
• Project Implementation.
• Taking the lead from the project manager, execute/support on actions for department specific projects.
• Provide insight into the project plan.
• Improve, influence and secure support for value-add initiatives.
• Connect and collaborate with others in the project team to ensure successful outcome.
• Keep stakeholders well informed with ongoing communication on progress/ setbacks.
• Maintain records of actions and milestones/achievements for your assigned actions.

Support the building of a great Client Relationship

• Support the Client Director with maintaining good client interactions.
• Work collaboratively with clients through WBR, MBR and QBR.
• Manage internal delivery on client requirements.
• Escalate risk/issues within Huntwood immediately to mitigate concerns/problems.
• Prepare adequately for client visits, including ensuring all relevant internal teams are well prepared. Maintain good communication and build healthy working relationships with the client.
• Keep the client aware of necessary information by providing regular feedback.
• Build confidence with the client by sharing achievements and challenges ahead of the time.
• Report on continuous improvement within the department.

Change Management

• Identifying change initiatives within the department.
• Partnering with Business on wider organizational change initiatives.
• Drive change initiatives, ensuring it has the desired outcome.
• Management of the communication plan around the change activities specific to the department. Monitor the outcome/results closely, addressing challenges as they arise.

Department Reporting

• Work closely with the BI team to build reporting and insights required to manage the operations.
• Ongoing data analytics of existing MI. Monitor trends to drive the direction and focus on key business levers. Using the insights gathered from the available data to make decisions and recommendations for improvement. Drive data-driven continuous improvement initiatives within the department.

Job Requirements:

• Minimum qualification of Matric/NQF 4
• Relevant tertiary qualification will be advantageous
• 3 years in a Senior Operations Management role in a BPO/Call Centre Environment
• Min of 3 years Complaints background and working with UK Clients and thorough understanding of UK Regulations
• Experience in the financial services/insurance sector preferred
• Experience with high level communication with senior stakeholders and clients (written and verbal)
• Proficiency in MS Excel

Skills Required:

• Interpersonal skills and communication (written & verbal)
• Understanding of business processes & policies
• Organized and structured personality
• Resource Planning
• Innovative / Creative thinker
• Analytical skills
• Coaching and mentoring
• Ability to lead and influence
• Decision Making
• Planning and organizational skills
• Operational Knowledge
• Report Writing

Core Behavior

Huntswood’s employees are described as dependable, driven and collaborative. The job holder should align to our 6 Fundamental Values:

• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it

"It's not just about what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.