BPO Divisional Manager

Our client based in the Pinetown area is seeking a dynamic highly skilled BPO Divisional Manager with BPO experience. This individual will manage a team, oversee projects, and work closely with stakeholders to implement technology-driven solutions that optimize business processes. The ideal candidate will have strong leadership skills, excellent communication abilities, and deep technical expertise in BPO and digital transformation initiatives.

Key Responsibilities:
1. Leadership & Team Management:
Lead a team of developers, business analysts, workflow engineers, and helpdesk staff to ensure optimized resource utilization and performance.
Set, track, and review team KPIs to ensure alignment with project goals and company objectives.
Foster a collaborative and solutions-oriented team environment.

2. Stakeholder Engagement:
Manage stakeholder relationships and ensure the successful delivery of projects by working closely with internal and external clients.
Present BPO proposals and updates to customers, including C-level executives, ensuring alignment with their business goals and securing sales.
Provide regular reports and updates on project progress, ensuring transparency and effective communication with

3. Stakeholders at all levels.
Process Improvement & Innovation:
Lead digital transformation initiatives, using AI, RPA, cloud technologies, and workflow applications to streamline and improve business processes.
Manage business process design, functional specification creation, and process optimization across multiple projects.
Develop and deploy solutions that solve business problems and enhance operational efficiency.
Oversee the implementation of technical business solutions and ensure they meet business requirements.
Develop business cases, evaluate requests, and collaborate with technical teams to ensure successful project delivery.
Ensure the highest standards of documentation for processes and system requirements.

4. Commercial & Financial Management:
Manage and review product and service profitability, identifying areas for cost optimization.
Draft commercial proposals and collaborate with the sales team to develop and track sales strategies and progress.
Ensure the growth of gross profit (GP) by identifying and implementing strategies for sales and service delivery improvements.

5. Change & Quality Management:
Perform system testing (UAT) to ensure the technical solutions align with business requirements.
Identify and recommend areas for simplification, automation, and continuous improvement across internal and external processes.
Ensure compliance with company standards and maintain high-quality assurance throughout all projects.

6. Resource & Compliance Management:
Act as a consultant to clients, building strong relationships and ensuring the successful deployment of solutions.
Manage the post-implementation review process and drive improvements in project processes.
Compile and maintain Standard Operating Procedures (SOPs) to ensure optimal performance and compliance.

7. Process Automation & Workflow Design:
Lead the design and implementation of workflow automation, including BIC report development and SAGE Evolution management.

Experience:

• 5-10 years of experience in a Business Analyst role, with a strong background in BPO and digital transformation.
• Relevant qualifications in business analysis, IT, or a related field (Matric as a minimum).
• Proficiency in PHP, MySQL, XML, AJAX, JQuery, JSON, JavaScript, C#, SQL (MS SQL, TSQL), SAP HANA Studio, SAP BW, SAP DW.
• Experience with SAGE Evolution (ERP system), Joomla, WordPress, Visual Studio, Jira, GitHub.
• Knowledge of Business Intelligence, report creation, and data modeling.
• Familiarity with SDLC, UAT, Waterfall & Agile methodologies.
• Excellent communication skills (both technical and non-technical).
• Strong leadership, relationship-building, and stakeholder management abilities.
• Ability to manage multiple projects, prioritize tasks, and work under pressure.
• Strong attention to detail, problem-solving, and solutions-oriented mindset.

This role will require travel for projects nationally.