Senior Group Manager
2 weeks ago
- Jobs by Location
- Job by industries
Job Description
WHAT YOU'LL BE RESPONSIBLE FOR
- Operational Delivery
- Deliver Contractual & Commercial
- Performance
- People Management
- Create a High Performing, Highly Engaged Team
- Stakeholder Management
- Build Excellent Relationships, Internally & Externally, at all Levels
- Compliance & Governance
- Ensure Compliance to all Relevant Process & Regulatory Standards
- Innovation
- Drive Continuous Improvement & Create Value
OUR EXPECTATIONS OF YOU
- Senior Contact Centre Manager - Utilities
- Accountability & Responsibility
- As part of the senior management team of Utilities Cape Town, you lead a team of operational leaders.
- You are customer & client facing & strive to deliver excellent customer experience
- You drive continuous improvement experiments through your team & harvest ideas
- You manage costs & profitability through all available commercial levers
- You drive the SBU & Client culture through effective communication, by continuously displaying the SBU habits & behave as a role model leader
- You develop your people through effective coaching, performance management & drive a recognition culture
- You support your operations colleagues to exceed client expectations on all levels at all times
- You have robust & honest performance & behavioural conversations
- You drive compliance in everything you doYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalism
HOW WE'LL MEASURE YOU
- LeadershipESAT,
- Absence & Attrition Management
- Stakeholder Management
- Voice of Client, 360 Feedback
- Continuous Improvement
- Invent, Design & Implement Projects that Create Tangible Value
- Compliance
- Meet all Required Compliance Measures both Internally & Externally
- Operational Excellence
- Client KPI Delivery, Commercial Delivery, Cost Management
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