Client Delivery Lead

2 weeks ago

Durban, KwaZulu-Natal, South Africa Kura (SA) Full time
Kura is a global CX outsourcer. We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on "things and stuff" to "people and behaviour". We call this process "Crossing the Bridge". Our Vision is to be recognised as "Unrivalled in Developing People."

Working closely with our clients, our operations and our support teams, we consistently deliver top decile performance.

PURPOSE OF JOB
To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture

KEY RESPONSIBILITIES

  • Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets
  • Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth
  • Manage the daytoday client relationship at operational levels ensuring high levels of Client Satisfaction
  • Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service.
  • Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
  • Forecast and plan recruitment activity by coordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
  • Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
  • Ensure knowledge is kept fully uptodate in relation to competitor activity and industry regulatory requirements
  • Create and maintain a strong sales culture and performance driven working environment
  • Communicate effectively with the team to create and maintain a motivated and challenged workforce
  • Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive reports

EDUCATION AND QUALIFICATIONS

  • Excellent written, numeracy, verbal and presentation skills
  • Business Management Degree qualified

SKILLS,
KNOWLEDGE AND CAPABILITY

  • Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
  • Effective leadership through team building, development and a strong coaching culture
  • Highly focussed and sales driven
  • Great ability to coach the coach
  • KPI management and proven track record of achievement
  • Ability to recruit and create dynamic and highly performing teams
  • Commercial awareness and financial management
  • Thorough understanding of resource optimisation and delivery
  • Excellent client relationship management
  • Experience of managing multiple projects and varying team sizes
  • Excellent written, verbal and presentation skills

Act with integrity at all times when representing our business and its people

  • Ambassador for KURA values and brand Preferred
  • Solutions orientated
  • Endless enthusiasm with determination to over achieve on set target

Next Step

Education:

  • Bachelors (preferred)

Experience:

- senior operations management in

BPO:
2 years (required)

Ability to Relocate:

  • Durban, KwaZulu-Natal: Relocate before starting work (required)

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